Senior Manager, Engagement Delivery

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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 Engagement Delivery Sr. Manager role is a seasoned program management executive. They lead a team of Program/Project 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 Engagement Delivery Senior Manager collaborates with other leaders to ensure consistent delivery standard methodologies and influences the overall global engagement and delivery approach. They are responsible for meeting and exceeding business targets and providing leadership with accurate forecasts and metrics. 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.
Engagement Delivery Sr. Manager (Program Management Sr. Manager), could join into a diverse team for the following 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 programs by staying aligned on 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.

• Drive teams through the Software engineering experience using Agile and demonstrated analytical and technical 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.

• Develop strong partnerships with key functional team members to drive focus on business goals. Be a trusted partner for executive management to ensure program success.

• Partner with cross-functional teammates to drive workgroup alignment meetings to address 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 and 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:

• 15+ years of experience (with 5+ years leading multiple work streams) in a program management role leading enterprise-scale CRM (or similar) projects.

• 10+ 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.

• Outstanding and effective communication skills; along with good executive presence. Verbal and written; ability to work with remote teams during non-traditional business hours.

• 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.

• 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 experience.

• Agile SCRUM Master Certification.

• 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 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.

Possible travel of about 50%, but exact 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.

Accommodations

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