Engagement Manager

**Job Category **:Customer Success Group

**Job Details**:
The **Engagement Manager (EM) **plays the critical role for setting customers up for Success by shaping the **Pre Sales engagements **, leading the development of client-specific implementation proposals, Statement of Work (SOW), staffing plans, engaging with SMEs (Subject Matter Experts) across the organization to gain consensus on an acceptable proposal scope.
The Engagement Manager will execute **Strategic Discovery **to gather business and technical requirements in order to build **Value-based proposals **based on Salesforce Service Offerings. The EM will work with the Account team and the customer to answer **RFI's **and **RFP's **, follow customer buying process and guide customer's stakeholders to have a clear **roadmap vision **towards Salesforce's platform implementation.
The Engagement Manager is a **customer facing **role that works with different teams from IT to Business Areas building and presenting high quality materials related to customer's business transformation.
The Engagement Manager negotiates with the customer what is the appropriate services scope balancing between budget and business needs.
Once the project is booked, the Engagement Manager is responsible to execute the **Knowledge Transfer **to internal and external teams in order to guarantee that everything negotiated during the Pre Sales will be executed on the Project. During the project, the Engagement Manager is responsible for follow-up the status with the Project Manager, and also be a point of escalation to the customer in case it's required to course-correct the project, or if it's required to execute a Change Request.
The Engagement Manager will serve as a **Trusted Advisor **to Salesforce strategic customers, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction.
Partnered with an Account Partner (Services Sales person), the Engagement Manager is a highly enabled, experienced professional with **high-level communication skills **who is accountable for project delivery end-to-end, starting with supporting pre-sales activities by contributing defined deliverables and valuable insights around Salesforce’s services delivery, staffing of the project team after the deal is closed, overseeing internal knowledge transfers between pre-sales and the project team and supporting the PM throughout the project lifecycle with defined activities in a billable role.

**Responsibilities**:

- Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
- Lead the development of client-specific implementation proposals, during pre-sales stage, presenting them to the customer, scope the SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
- Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
- Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams
- Manage multiple strategic clients simultaneously
- Communicate effectively and appropriately with internal and external leaders and executives

**Your Impact, as Engagement Manager, you**:

- Have broad expertise or unique knowledge, use skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
- Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
- Contact pertains to significant matters often involving coordination among groups.
- Act independently to determine methods and procedures on new or special assignments.
- May supervise the activities of others.

**Qualifications & Skills**:

- Portuguese and English are required. Spanish is a plus.
- 5+ years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects, preferred in CRM
- 3+ years’ experience delivering consulting services, preferred in CRM, including team leadership and active involvement in selling professional services
- Demonstrated technical and/or functional aptitude, and ability to engage with architects or SME into pre-sales activities.
- Previous experience / profound knowledge of Business / IT / Enterprise Architecture is highly desirable.
- Strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
- Knowledge of CRM solutions, mainly Sales and Services management processes.
- Certificat