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Job Category
Customer SuccessJob Details
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The Engagement Manager plays the critical role for setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects at our most strategic customers. The Engagement Manager is a technical integration specialist and serves as a trusted advisor to customers in their portfolio, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction. Partnered with a Success Partner (Sales person), the Engagement Manager’s time is split between pre and post sales activities, acting as the Technical Delivery expert across the portfolio of products and engaging other SMEs across the organization to develop and articulate comprehensive implementation proposals. The Engagement Manager will then maintain the executive relationships and act as an escalation point within these implementations in a billable capacity, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.
The most successful Engagement Managers have a broad range of IT and consulting experience, with deep technical knowledge of application integration, API management solutions along with project management and cloud computing environments. They are comfortable operating in an amorphous pre-sales environment, excel in coalescing competing and chaotic needs and challenges into a comprehensive and sound plan for delivering Customer Success. Candidates must have personally demonstrated prescriptive solutioning, demonstrate immense project delivery credibility, providing strong leadership and hands-on participation in strategic engagements. The efficacy of Engagement Manager is measured by the ultimate success of the Customers in their portfolio.
Role Description:
Aligning closely with Account and Services Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
Leading technical discovery workshops, internal and external interactions in order to come up with integration solutions, build scope and estimate effort required to deliver those engagements. Engagement Managers are critical at determining the engagement models with the customers, depending on the agreed success plan.
Leading the development of client-specific implementation proposals, 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
Retain and nurture relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriately
Manage project- and account-level escalations as needed
Anticipate needs and position training, support and other solutions that may be needed for a successful customer experience
Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
Manage multiple strategic clients simultaneously
Navigating and engaging within our partner ecosystems, where partners may simultaneously work with you and compete with you around a common set of accounts
Deep understanding of factors that drive customer success for MuleSoft (or similar) implementations and how they directly contribute to long term customer retention
The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation
Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
Travel 40-70% (depends on geography and account distribution)
Your Impact, as Engagement Manager, you:
Have broad integration solutions, technical 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 pertain 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.
MINIMUM QUALIFICATIONS:
Experience as an integration technical architect in a mid to large sized organization focused on integration, API roadmaps and strategy is a critical requirement. You are able to demonstrate deep technical knowledge of application integration, microservices, API management solutions along with delivery management and cloud computing environments
Experience delivering consulting services, including team leadership and active involvement in selling professional services
Experience managing C-level client relationships, including escalation resolution
Enterprise-level project management experience
Experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects
Experience as a technical and/or functional architect in a mid to large sized organization focused on integration, API roadmaps and strategy
Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
BA/BS or equivalent; MBA is a plus
PREFERRED QUALIFICATIONS:
Able to command a group audience, facilitate solutioning and lead discussions such as implementation methodology, salesforce.com road mapping, social enterprise strategy, mobile strategy and executive-level requirement gathering sessions
Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations
Excellent analytical & problem solving skills
Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team member
History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased
Enterprise transformation experience, including a track record of selling targeted engagements that will underpin Salesforce’s “customer company” strategy
Salesforce.com, CRM experience preferred
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