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Job Category
Customer Success
Job Details
The Slack Practice Engagement Director is a senior strategic leader responsible for helping enterprise customers achieve measurable business transformation and long-term success through Salesforce solutions. Acting as a trusted executive advisor, this role bridges strategy, sales, delivery, and customer success to shape, position, and lead complex, high-impact engagements across a portfolio of strategic accounts.
Partnering closely with Services Sales, Account Executives, Solution Architects, and Delivery leaders, the Engagement Director owns both pre-sales and post-sales engagement strategy - from solution visioning and proposal development to executive stakeholder alignment and successful delivery execution.
This role is ideal for a consultative leader who thrives in executive-facing environments, excels at navigating complex enterprise transformations, and is passionate about driving customer outcomes at scale.
Your ImpactStrategic Client Leadership- Serve as a trusted advisor to executive stakeholders, guiding enterprise customers through large-scale digital transformation initiatives.
- Develop and communicate compelling transformation strategies that align Salesforce capabilities to customer business objectives and measurable outcomes.
- Build long-term executive relationships that foster customer trust, adoption, and advocacy.
- Lead strategic conversations around enterprise transformation, implementation methodology, roadmap planning, and organizational change.
Pre-Sales & Solution Strategy- Partner with Account and Services Sales teams to lead Slack pre-sales engagement activities including:
- Opportunity qualification
- Strategic solutioning
- Scope definition
- Statement of Work (SOW) development
- Delivery planning and staffing strategy
- Collaborate with Solution Architects, SMEs, and Delivery leaders to shape scalable, high-value implementation proposals.
- Influence customer decision-making by clearly articulating business value, implementation strategy, and transformation outcomes.
- Act as the executive delivery expert throughout the sales cycle, ensuring proposals are both commercially viable and operationally executable.
Delivery Oversight & Customer Success- Provide executive oversight across complex engagements to ensure alignment between customer expectations, delivery execution, and business outcomes.
- Act as the senior escalation point for both customers and internal delivery teams.
- Proactively identify and mitigate delivery risks, stakeholder misalignment, and at-risk account situations.
- Ensure customer engagements conclude with high levels of satisfaction, measurable value realization, and strong referenceability.
- Maintain oversight across multiple strategic enterprise accounts simultaneously.
Leadership & Organizational Impact- Mentor and guide delivery teams, project leaders, and cross-functional stakeholders in enterprise engagement best practices.
- Contribute to the evolution of internal methodologies, governance models, and standardized engagement frameworks.
- Build strong internal partnerships across Sales, Professional Services, Customer Success, Product, and Executive Leadership.
- Drive strategic objectives related to utilization, bookings influence, customer outcomes, and delivery excellence.
What Success Looks LikeSuccessful Engagement Directors:
- Build executive trust quickly and sustain long-term customer partnerships.
- Shape transformational programs that deliver measurable business value.
- Influence large-scale enterprise decisions through strategic advisory leadership.
- Navigate complexity with confidence while aligning diverse stakeholders.
- Lead high-visibility engagements with accountability, credibility, and operational excellence.
- Elevate customer satisfaction while driving profitable services growth.
Required Experience & Qualifications- 8+ years of experience delivering enterprise consulting or professional services engagements.
- Proven success leading complex digital transformation initiatives in enterprise environments.
- Strong experience operating within pre-sales and solutioning environments, including scoping and shaping large implementation programs.
- 4+ years of enterprise-level program or project leadership experience.
- Demonstrated ability to influence executive stakeholders and facilitate strategic discussions.
- Exceptional communication, presentation, and stakeholder management skills.
- Strong analytical thinking, problem-solving, and risk management capabilities.
- Experience collaborating with technical architects and subject matter experts to develop scalable customer solutions.
- Bachelor's degree required; MBA or advanced business/technology degree preferred.
Preferred Leadership Traits- Executive presence with the ability to confidently engage C-suite stakeholders.
- Strategic thinker with strong commercial and operational acumen.
- Collaborative leader who excels in highly matrixed organizations.
- Calm and decisive under pressure, especially during escalations or complex delivery situations.
- Customer-first mindset with a passion for driving transformational outcomes.
- Ability to balance strategic vision with tactical execution.
Why This Role MattersThe Engagement Director is instrumental in ensuring customers realize the full value of their Salesforce investment. By aligning business strategy, technology execution, and customer success, this role directly contributes to long-term customer growth, strategic account expansion, and enterprise transformation success.
This is more than a delivery leadership role - it is an opportunity to influence enterprise transformation at the highest level while building trusted partnerships that create lasting business impact.
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 and be your best, and our AI agents accelerate your impact so you can do 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.
