Role description
Job Title: Salesforce Senior Engagement Manager
Job Location: Charlotte, NC
We 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 growth
Key Responsibilities
Client Engagement Management
Serve as the primary engagement point for senior customer stakeholders and build strong trusted client relationships
Understand customer business priorities and align Salesforce delivery roadmaps with strategic objectives
Conduct executivelevel governance meetings steering committee reviews and engagement health discussions
Manage client expectations escalations dependencies and critical delivery decisions
Drive overall customer satisfaction and ensure consistent stakeholder communication
Program Delivery Management
Own endtoend delivery of complex Salesforce transformation implementation enhancement and support engagements
Provide oversight across multiple Salesforce workstreams releases and distributed delivery teams
Partner with Salesforce Architects Delivery Managers Product Owners Scrum Masters and technical teams to ensure successful execution
Establish delivery governance covering scope schedule quality risks dependencies and milestones
Monitor program KPIs delivery health resource utilization and overall engagement performance
Proactively identify program risks delivery challenges and dependencies and drive mitigation plans
Ensure smooth coordination between onshore and offshore teams
Financial Commercial Management
Own engagement financials including revenue margin forecasting budgeting billing and resource utilization
Monitor project profitability and proactively address financial or operational variances
Manage contractual commitments SOW deliverables change requests and commercial dependencies
Partner with account leadership on resource planning staffing and demand forecasting
Ensure timely invoicing milestone tracking and commercial governance
Account Growth Business Development
Identify opportunities for expanding Salesforce capabilities within the customer environment
Partner with Sales and Account Leadership on proposals estimates SOWs renewals and new opportunities
Support solutioning and presales activities for Salesforce transformation initiatives
Drive account growth through customer relationships delivery credibility and identification of new business opportunities
Contribute to strategic account planning and Salesforce capability positioning
Governance Leadership
Establish effective program governance and executive reporting mechanisms
Provide leadership and direction to crossfunctional onshoreoffshore teams
Drive delivery standards Agile practices quality processes and continuous improvement
Mentor Project Managers Delivery Managers Scrum Masters and other engagement team members
Coordinate with Salesforce technical leadership to ensure business priorities and technical roadmaps remain aligned
Manage escalations and drive timely decisions across business functional and technical stakeholders
Required Skills
12 years of experience in IT services consulting program management or customer engagement management
Strong experience managing enterprise SalesforceCRM programs
Proven experience managing large distributed onshoreoffshore delivery teams
Strong understanding of Salesforce Sales Cloud Service Cloud Experience Cloud Platform and integrationdriven enterprise programs
Strong program governance stakeholder management and executive communication capabilities
Experience managing PL revenue margins forecasts utilization billing and project financials
Strong experience with SOWs contracts change requests estimations and commercial management
Ability to manage multiple workstreams dependencies risks and seniorlevel escalations
Experience with AgileScrum and enterprise delivery methodologies
Excellent leadership negotiation presentation and customer relationship management skills
Preferred Qualifications
Salesforce certifications or strong Salesforce ecosystem experience preferred
PMP PgMP SAFe Scrum or Agile certifications are advantageous
Experience managing large Salesforce implementation and AMSsupport engagements
Experience supporting Salesforce proposals presales solutioning and account expansion
Experience working with executivelevel customer stakeholders
Key Deliverables
Engagement Program Governance
Client Relationship Management
Executive SteerCo Reporting
Delivery Milestone Management
Financial and Commercial Governance
Revenue Margin Forecast Management
Risk Issue Escalation Management
Resource Capacity Planning
SOW Change Request Management
