To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job CategoryCustomer Success Group Job Details We're looking for exceptional candidates to join the Customer Success Group. In this role, you will help our implementation partners within the Salesforce ecosystem create successful customer implementations. The Partner Engagement Manager (PEM) is responsible for assisting our Partners during implementations, providing guidance and best practices, reviewing project deliverables, being a point of advocacy and escalation, and helping to reduce/resolve issues for our customers and partners.
The PEM acts as an expert to map out and execute successful implementations. They work as a pool within a region and advise the Partner through best practices, the proposal process, and project execution. Partners will proactively reach out to the PEM team for support and this team's guidance helps ensure partners and customers are setup for success long term. This role can be office or remotely based with a strong emphasis on in-person collaboration with our partner teams. You’ll need to be a team player with a collaborative and consultative workstyle, and you will demonstrate proven ability to engage with executives internally and externally to drive alignment and agreement. You will also possess a high level of personal accountability and the ability to thrive in a high-velocity, highly dynamic work environment with tight deadlines. Key Responsibilities: Collaborate with partners to provide best practices, strategic guidance and to review key deliverables during the “Buy” and “Get Started” phases of Salesforce solutions (approach, architecture, staffing plans) to maximize customer success Identify the gaps and enhancements needed on best practices. Author and coordinate creation of content. Provide ongoing reviews of partner projects to assess progress, provide guidance and assess risks. Identify embedded staffing needs as resultant from partner capacity and competency constraints, and work with the CSG structure as needed for placement of billable consultants. Work in partnership with Success to mitigate and help resolve red accounts and escalations for assigned partner projects. Communicate effectively and appropriately with internal and external leaders and executives. Simultaneously manage multiple projects and partners. Conduct regular business reviews with assigned regional partners. Basic Requirements and Skills: 4+ years of experience delivering Salesforce solutions 3+ years in an implementation lead role, preferably as a Engagement Manager, Project Manager, Consultant, Implementation Architect Experience and technical understanding of one or more Salesforce products/platforms including CPQ, Billing, FSL, B2C, Financial Services Cloud, Health Cloud and Commerce Cloud Salesforce certifications for Core products (Sales Cloud, Service Cloud); further Salesforce product certifications preferred Strong analytical and problem-solving skills with demonstrated technical and/or functional aptitude Ability to engage with both internal and external stakeholders Strong negotiation and influencing skills to review key partner deliverables such as proposals, staffing plans and architectural recommendations Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level Ability to navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems Extremely strong written and verbal communication skills Ability to construct content that defines best practices BA/BS or equivalent; MBA is a plus Language : Fluency in English and Spanish and/or Portuguese. Up to 20% travel may be required, variable. Leadership Qualities: PASSION: Passionate about Customer Success BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message TEAM PLAYER: Proficient at collaboration and working with members of a team URGENCY: Ability to move fast and drive business value and results OHANA: Embodies Aloha culture; a team player that everyone enjoys working with and has a generous heart TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability ADAPTABLE: Excels in high levels of uncertainty and change COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Community’s knowledge and resource base Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits. Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org. Salesforce welcomes all.
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