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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 Manager is an experienced Project/Program Manager responsible for successfully delivering complex, enterprise-level solutions for our customers. This individual contributor role focuses on leading the execution of customer-facing engagements, ensuring projects are delivered with the highest quality, securing high customer satisfaction (CSAT), and achieving strong business outcomes.
You will collaborate with internal teams and customer stakeholders to manage project delivery, drive best practices, and contribute to the overall success of the engagement.
We have various openings for this role to join a diverse team across the following products & solutions: Marketing Cloud**, Data cloud **etc.
Your Impact
- Manage the full project lifecycle by achieving alignment on project scope, delivery planning, and execution, and ensuring the project aligns with business goals.
- Drive delivery teams using Agile methodologies, leveraging demonstrated analytical and technical skills.
- Facilitate stakeholder meetings to ensure key decisions are made, obstacles are removed, and critical project issues are addressed promptly.
- Develop strong partnerships with key functional stakeholders (internal and external) to maintain focus on delivery goals and act as a trusted project advisor.
- Collaborate with cross-functional teammates (Product Owners, Scrum Masters, TechOps, Release Engineering, etc.) to resolve tactical release issues and manage dependencies.
- Provide ongoing visibility into project status (issues, risks, metrics, etc.) through push status reporting to all relevant stakeholders.
- Manage feature dependencies across multiple teams, functions, and stakeholders.
- Anticipate and proactively remove obstacles that slow down or prevent the project team from delivering on goals.
- Conduct routine project reviews and provide updates on the current state of project goals, risks, and escalations.
- Create and maintain project plans; monitor and review project progress and timelines; adjust schedules as needed, and identify and resolve issues to ensure success.
- Ensure on-time and on-budget delivery of large-scale programs while adhering to program gates and governance.
- Manage scope changes and ensure the project remains on time and within budget.
- Contribute to a collaborative environment that fosters creativity, innovation, and learning.
- Have difficult conversations regarding budget, resources, and timeline and formally collect and communicate outcomes.
- Identify, manage, and mitigate project risk.
Minimum Requirements
- 7+ years of experience (with 2+ years managing complex projects) in a program or project management role leading enterprise-scale CRM implementations.
- 5+ years experience with management consulting or consulting services.
- Proven project leadership skills with direct responsibility for running project teams, budgeting, and scheduling against a customer or vendor contract.
- Experience leading internal and external project customers; demonstrated negotiation, conflict management, and executive communication skills.
- Outstanding and effective interpersonal skills and a good executive presence.
- Ability to facilitate meetings with client stakeholders, mentor junior team members, and proactively manage project risk.
- Ability to weigh business and technical requirements to identify dependencies and produce project plans and estimates.
- Ability to work effectively in a fast-paced, high-energy, team-oriented environment, and effectively multi-task.
- Bachelor's degree in Business Administration and/or Information Technology or equivalent experience.
Preferred Qualifications
- Salesforce.com Certifications (Admin, Sales, Service, etc.) are highly preferred.
- Experience with parallel implementation of similar enterprise software is required.
- Agile SCRUM Master Certification or PMP Certification is a plus.
- Strong ability to leverage business knowledge and expertise to drive business process improvements and adoption.
- Familiarity with defining and managing project governance (controls), resource allocation, and budget tracking.
- Experience identifying opportunities to demonstrate and integrate Salesforce technologies across a client organization.
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
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.