Salesforce Senior Engagement Manager
About the role
Job Title:
Salesforce Senior Engagement ManagerJob Location: Charlotte, NCWe are looking for an experienced Salesforce Senior Engagement Manager to own strategic client engagements and drive successful delivery of largescale Salesforce programs The role will serve as the primary interface between customer leadership business stakeholders and delivery teams with accountability for client satisfaction program governance financial performance delivery excellence risk management and account growthKey ResponsibilitiesClient Engagement ManagementServe as the primary engagement point for senior customer stakeholders and build strong trusted client relationshipsUnderstand customer business priorities and align Salesforce delivery roadmaps with strategic objectivesConduct executivelevel governance meetings steering committee reviews and engagement health discussionsManage client expectations escalations dependencies and critical delivery decisionsDrive overall customer satisfaction and ensure consistent stakeholder communicationProgram Delivery ManagementOwn endtoend delivery of complex Salesforce transformation implementation enhancement and support engagementsProvide oversight across multiple Salesforce workstreams releases and distributed delivery teamsPartner with Salesforce Architects Delivery Managers Product Owners Scrum Masters and technical teams to ensure successful executionEstablish delivery governance covering scope schedule quality risks dependencies and milestonesMonitor program KPIs delivery health resource utilization and overall engagement performanceProactively identify program risks delivery challenges and dependencies and drive mitigation plansEnsure smooth coordination between onshore and offshore teamsFinancial Commercial ManagementOwn engagement financials including revenue margin forecasting budgeting billing and resource utilizationMonitor project profitability and proactively address financial or operational variancesManage contractual commitments SOW deliverables change requests and commercial dependenciesPartner with account leadership on resource planning staffing and demand forecastingEnsure timely invoicing milestone tracking and commercial governanceAccount Growth Business DevelopmentIdentify opportunities for expanding Salesforce capabilities within the customer environmentPartner with Sales and Account Leadership on proposals estimates SOWs renewals and new opportunitiesSupport solutioning and presales activities for Salesforce transformation initiativesDrive account growth through customer relationships delivery credibility and identification of new business opportunitiesContribute to strategic account planning and Salesforce capability positioningGovernance LeadershipEstablish effective program governance and executive reporting mechanismsProvide leadership and direction to crossfunctional onshoreoffshore teamsDrive delivery standards Agile practices quality processes and continuous improvementMentor Project Managers Delivery Managers Scrum Masters and other engagement team membersCoordinate with Salesforce technical leadership to ensure business priorities and technical roadmaps remain alignedManage escalations and drive timely decisions across business functional and technical stakeholdersRequired Skills 12 years of experience in IT services consulting program management or customer engagement managementStrong experience managing enterprise SalesforceCRM programsProven experience managing large distributed onshoreoffshore delivery teamsStrong understanding of Salesforce Sales Cloud Service Cloud Experience Cloud Platform and integrationdriven enterprise programsStrong program governance stakeholder management and executive communication capabilitiesExperience managing PL revenue margins forecasts utilization billing and project financialsStrong experience with SOWs contracts change requests estimations and commercial managementAbility to manage multiple workstreams dependencies risks and seniorlevel escalationsExperience with AgileScrum and enterprise delivery methodologiesExcellent leadership negotiation presentation and customer relationship management skillsPreferred QualificationsSalesforce certifications or strong Salesforce ecosystem experience preferredPMP PgMP SAFe Scrum or Agile certifications are advantageousExperience managing large Salesforce implementation and AMSsupport engagementsExperience supporting Salesforce proposals presales solutioning and account expansionExperience working with executivelevel customer stakeholdersKey DeliverablesEngagement Program GovernanceClient Relationship ManagementExecutive SteerCo ReportingDelivery Milestone ManagementFinancial and Commercial GovernanceRevenue Margin Forecast ManagementRisk Issue Escalation ManagementResource Capacity PlanningSOW Change Request Management
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