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Job Category
Customer Success
Job Details
Role Description
We are seeking an Engagement Delivery Director (HLS) with the drive, experience, and skills to lead our most complex Professional Services engagements (both advisory and implementation) through to value realization for our customers. As an Engagement Delivery Director, you will be accountable for leading project execution and governance to achieve the desired value and outcomes. In addition to managing delivery, directors will work with executive stakeholders to develop the KPIs which seek to measure the overall return, success, and effectiveness of the initiative.
In this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform.
Your Impact
- Partner with executive decision-makers and stakeholders to deliver success and help our customers achieve the desired business value
- Partner with internal account teams (Sales, Success, Executive Sponsors, etc) to make sure we are aligned as ‘One Salesforce’ and leveraging all necessary parties to ensure our customers’ success
- Drive engagement and/or strategy, leveraging our multi-cloud agentic platform
- Drive innovation and implementation efficiency gains, leveraging AI in every phase of project execution, utilizing both Salesforce and Third-Party AI Products
- Partner with customers to build a strategic and delivery roadmap tailored to the customer’s business priorities, accelerating their time to value
- Proactively make recommendations that provide a direct P&L impact, and enhance or expand the customer’s ability to reach beyond their business goals
- Coach and partner with customer executives
- Apply strong Salesforce product, business process, methodology & ecosystem knowledge to drive an effective program
- Proactively build and expand business relationships which enable better account penetration and development of client partnerships
- Anticipates, mitigates, and manages risk to Salesforce and the customer. Takes decisive program action to address risk profiles ensuring every customer achieves successful desired outcomes.
- Lead the overall program and the group of PMs under him/her
- Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Provide coaching, inspiration, and uplift the respective skills of team members.
- Identify and manage interdependencies of multiple workstreams within the managed program
- Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.
- Manage the planning, work-stream operations, deliverables, milestones, staffing and financials (i.e. forecasting, budgeting and revenue management).
- Have difficult data-driven customer conversations regarding budget, resources, timelines and formally collect and communicate outcomes of those meetings.
Minimum Requirements
- A passion for Salesforce, our values, and especially the role the Salesforce services organization plays in our success
- 10+ years of project management experience leading multiple workstreams and/or large enterprise-scale program management experience
- 5+ years using/implementing the Salesforce platform
- Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written
- A successful track record of leading large and complex programs with measurable outcomes that have positively impacted the business
- Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness
- Knowledge of technical acumen to work with technical teams to develop comprehensive operational plans and address technical issues
- Ability to devise a strong governance foundation and drive quantifiable and qualifiable accountability at customer and within internal teams
- A strong sense of vision for the customer with a maniacal focus on executing at a speed
- A proven ability to generate trust and build relationships
- The ability to advise and lead teams through influence without positional authority
- The ability to quickly build momentum on a program and sustain it
- A significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management level
Preferred Qualifications
- Industry experience in one of: Health Life Sciences: Payer, Provider or Life Sciences
- Ability to rapidly build senior-level credibility with the Customer in a true partnership relationship
- Ability to drive and shape the big picture while having an eye for the details
- Ability to lead clients, work with other SIs, and manage internal teams from strategy to execution
- Has led large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentored teams of junior team members and effectively manage client escalations
- Ability to lead high-powered workshops and effectively tailor messaging based on the audience and subject matter
- Demonstrated program leadership skills, with direct responsibility for managing project teams, budgets, and schedules
- Demonstrated negotiation, conflict management, and leadership skills
- Undergraduate degree; relevant technical or business (MBA) post-graduate degree is a plus
- CRM experience is strongly preferred
- PMP and SAFe Certifications are beneficial
- Certifications (Admin, Sales, Service, Marketing, etc.) preferred but not necessary
Possible travel of about 25%, but exact travel requirements will vary based on customer.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
