Senior Engagement Manager

2 weeks ago

Singapur, Singapore SALESFORCE SINGAPORE PTE. LTD. Full time

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 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 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 staffingLeading the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposalProvide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project deliveryWhere appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagementRetain and nurture relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriatelyManage project- and account-level escalations as neededAnticipate needs and position training, support and other solutions that may be needed for a successful customer experienceEnsure that engagements conclude with fully satisfied clients that are willing to be references for new potential clientsManage multiple strategic clients simultaneouslyNavigating and engaging within our partner ecosystems, where partners may simultaneously work with you and compete with you around a common set of accountsDeep understanding of factors that drive customer success for MuleSoft (or similar) implementations and how they directly contribute to long term customer retentionThe ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalationProactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executivesTravel 40-70% (depends on geography and account distribution)

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 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 delivering consulting services, including team leadership and active involvement in selling professional servicesExperience managing C-level client relationships, including escalation resolutionEnterprise-level project management experienceExperience operating in a pre-sales environment, shaping and scoping large and complex implementation projectsExperience as a technical and/or functional architect in a mid to large sized organization focused on integration, API roadmaps and strategyExtremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory roleBA/BS or equivalent; MBA is a plus

PREFERRED QUALIFICATIONS:
Able to command a group audience, facilitate solutioning and lead discussions such as implementation methodology,

road mapping, social enterprise strategy, mobile strategy and executive-level requirement gathering sessionsHighly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situationsExcellent analytical & problem solving skillsCollaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environmentDemonstrated ability to lead and manage teams through influence while also functioning as an individual contributor / team memberHistory of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiasedEnterprise transformation experience, including a track record of selling targeted engagements that will underpin Salesforce's "customer company" , CRM experience preferred

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