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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Senior Director, Engagement Delivery role is a seasoned executive who owns the health and performance of a defined book of business symmetrically aligned to a Sales portfolio across a range of customers engagements including paid and investment commitments. They operate at a portfolio level and lead, directly, a team of Program/Project directors and managers tasked with delivery for our most complex, enterprise-level customers. They are forward-thinking leaders responsible for hiring, building, and developing outstanding teams tasked with delivering the highest-quality customer-facing engagements. They also help ensure the success of these teams while securing the highest CSAT and business outcomes.
The Senior Director, Engagement Delivery collaborates with other leaders within Salesforce, not only in Professional Services but also including Sales, Customer Success, Renewals, Consumption and others to ensure consistent delivery standard methodologies and influences the overall global engagement and delivery approach. They are responsible for all Professional Services Delivery Engagement in the region, acting as the delivery organization's primary point of accountability for deal acceptance, escalation management, margin protection and being a focal point for all Salesforce and customer High Executives in the region. They are responsible for meeting and exceeding business targets and providing leadership with accurate forecasts and metrics. They are the connective tissue between pre-sales solutioning and delivery execution - validating that what is sold can actually be staffed and delivered at the proposed margin identifying risk early enough to course-correct and building the executive relationships that turn one-time engagement into long-term partnerships. They contribute to thought leadership and lead efforts to drive positive change, organizational initiatives, objectives and methods forward with executive-level engagement. They take ownership and personal responsibility for implementing change despite opposition or barriers and confidently make decisions in conditions of uncertainty. They are strong mentors who lead by example and embody the Salesforce values.
Senior Director, Engagement Delivery, will join into a diverse team for all industry verticals:
- Commercial and Enterprise (Manufacturing, Auto, Energy, Travel, Transportation, Hospitality, and Business Services).
- Communications, Media, and Technology.
- Financial Services including the Insurance industry.
- Healthcare and Life Sciences.
- Retail Consumer Goods.
- Public Sector, Non-profit, and Education.
YOUR IMPACT:
- Lead the leaders of programs giving direction to them and staying aligned on portfolio health end-to-end, program scope, and release planning, as well as aligning one or more teams on vision, and business goals, creating the program structure, and securing cross-functional alignment and protecting the margin at the deal level.
- Drive teams through the application of Program/Project governance of the Software engineering experience using Agile, AI and demonstrated analytical skills.
- Drive meetings with key team members for each program to help make key decisions, remove obstacles, and address key program issues. Be the key driver to ensure business goals are met and drive the strategic vision of each program, and Lead cross functional recovery when things go wrong.
- Develop strong partnerships with key functional team members across Salesforce and customer stakeholders to drive focus on business goals and own the Services Delivery Strategy. Be a trusted partner for executive management to ensure program success.
- Partner with cross-functional teammates to drive Pre-Sales and Delivery alignment to address strategic and tactical release issues, dependencies, team status, production issues, metrics review, etc. (cross-functional - Product Owners, Scrum Masters, TechOps, Release Eng, Capacity, Functional Managers, Release Management).
- Provide awareness of program status (issues, risks, metrics, etc.) on an ongoing basis through push status reporting.
- Handle "program/feature" dependencies across multiple teams, scrum teams, functions, divisions, and stakeholders.
- Anticipate and remove obstacles that slow down or prevent teams from delivering on project goals.
- Provide monthly program reviews at executive level and get from the project team the updates at sprint reviews (give details into the current state of project goals, risks, and critical issues).
- Create a collaborative environment that fosters creativity, innovation, and learning.
- Operate as a catalyst within the organization to advance our Product & Technology strategy globally and drive team members across client organizations through change.
MINIMUM REQUIREMENTS:
- 20+ years of experience (with 10+ years leading multiple work streams) in a program management role leading enterprise-scale CRM (or similar) projects.
- 15+ years experience with management consulting or consulting services.
- SFDC experience is not required but parallel implementation experience is required.
- Demonstrated project leadership skills with direct responsibility for running project teams, budgeting, and scheduling against a customer or vendor contract.
- Lead internal and external project customers; conflict management, issues, executive communication, and leadership skills. Strong escalation and conflict resolution skills, a calm, credible center of gravity when things goes sideways
- Outstanding and effective communication skills; along with good executive presence. Verbal and written; ability to work with remote teams during non-traditional business hours.
- Proven executive-level customer relationship management, including navigating difficult conversations and stabilizing at-risk accounts
- Ability to lead enterprise-wide engagements, facilitate meetings with client executives, mentor teams of senior team members, and proactively run project risk ability to weigh business and technical requirements to identify dependencies, produce project plans and estimates.
- Demonstrated ability to drive outcomes in a matrixed environment without direct people management authority
- Comfortable operating at a portfolio scanning altitude across multiple strategic engagements simultaneously, rather than deep execution at a single account
- Ability to work effectively in a fast-paced, high-energy, team-oriented environment.
- Ability to multi-task and perform effectively.
- Bachelor's degree in Business Administration and/or Information Technology or equivalent experiences
- PMP Certification preferred.
- Salesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) preferred.
PREFERRED QUALIFICATIONS:
- Bring strategic and tactical enterprise software project delivery experience to Salesforce clients.
- Provide senior-level consulting and counsel to client business and technology executives as a trusted advisor.
- Build very strong executive-client relationships to enable them to persuade and influence the direction of the delivery and resolve key issues; lead client customer concerns and resolve through experience and relationship/trust-building.
- Align multi-cloud delivery standard methodologies, resourcing, team structure, knowledge, and assets.
- Oversight and mentorship of project leadership and practitioners.
- Support Delivery Assurance and the dissemination of Salesforce’s delivery standards and practices across programs.
- Coaching and training recommendations for Project Managers.
- Define and lead program governance (controls).
- Allocate and supervise the budget and resources.
- Align the organization or strategic direction that impacts the individual components and the overall program goals and objectives.
- Create and lead project plans; supervise and review project progress and timelines; adjust schedules and plans as needed, and identify and resolve issues to ensure project success.
- Ensure on-time and on-budget delivery of large-scale programs while also ensuring that program gates and governance are properly adhered to during the execution of the project.
- Track utilization of project resources against the prioritization and budget. This includes on-time entry and approvals for project timesheets.
- Run routine execution of project implementations. Assist with the planning, tracking, documentation, and status updates for the project.
- Lead scope changes and ensures the project is delivered on time and within budget.
- Able to run enterprise-level programs consisting of 50+ person teams with multiple delivery workstreams (3+) and sophisticated integrations requiring multi-functional collaboration and management
- Exercise solid program leadership skills combined with a good eye for business and in-depth analytical skills.
- Find opportunities to demonstrate all Salesforce technologies.
- Participate in end-to-end implementation planning including program management, issue management, communication, and organizational change.
- Leverage business knowledge and expertise to drive business process improvements.
- Have difficult conversations regarding budget, resources, and timeline and formally collect and communicate outcomes of those meetings.
- Accountable for all project aspects, reviewing those results prepared by the team prior to submission to the client.
- Identify, lead and mitigate program risk.
- PMP, PgMP, SCRUM, SAFe or equivalent Certification preferred
- Possible travel about a minimum of 25%, 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 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.
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