Salesforce Engagement Lead

Company Description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000 people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Job Description

This role is fully REMOTE and can be located anywhere in the United States.

The Engagement Lead plays a critical role in setting our industry clients up for success by prescriptively shaping and then leading the execution of large and transformational engagements at our most strategic customers. The Engagement Director serves as a trusted advisor to Salesforce customers, providing guidance to Sales & Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction. They are Salesforce platform experts who are accountable for ensuring customer success, business value and leading the Salesforce Services team assigned to their account(s) to deliver the expected outcomes of the engagement and are internally and externally recognized as a business contributor, industry and product specialist.

Your Impact:

Partnered with an Account Partner (Services Salesperson), the Engagement Lead participates in both 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 EL will then maintain the stakeholder relationships and act as an escalation point within these engagements in a billable capacity, ensuring tight team alignment, offering proactive and prescriptive advice resulting in outstanding customer success.

• Pre-Sales alignment
• Project kickoff
• Managing portfolio of projects & accounts
• Bringing industry expertise and perspective
• Drive better outcomes through extensive platform expertise
• Deep understanding of Salesforce solutions
• Engagement planning and alignment to customer objectives
• Regular customer sponsor check ins
• Services Renewal management
• Executive Relationship building

Additional responsibilities:

• Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metrics
• Ensure business value is realized (directly and indirectly) for each customer engagement that concludes with fully satisfied clients that are willing to be referenced for new potential clients
• Bring best practices to each engagement through your deep platform expertise by providing the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
• Positively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.
• Align closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
• Where appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the escalation point for both the customer and Salesforce delivery teams
• Recognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional services
• Inspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.
• Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services
• Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

The Ideal Candidate Will Have

• A successful track record of working effectively in a highly matrixed and fast-growing organization
• A passion and belief in the unique value of professional services in a cloud software company.
• A deep understanding of the Salesforce platform
• The proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success with Salesforce.
• The ability to mobilize and inspire a diverse and geographically dispersed professional services team to drive successful business outcomes for the customer.
• The capability to recognize complicated customer and internal relationships and navigate win/win outcomes for multiple stakeholders.

Qualifications

Your Qualifications & Skills

• 5 years of direct experience delivering and/or overseeing solutions on the Salesforce Platform.
• 5 years’ experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements
• 3 years’ operating in a pre-sales environment, shaping and scoping large and complex implementation projects
• 5 years of enterprise-level project or program management experience
• Salesforce Application and/or System Architect certifications
• Demonstrated technical and/or functional aptitude, and ability to engage with architects or SMEs into pre-sales activities.
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
• Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions
• Excellent strategy development and problem-solving skills as well as business development focus and experience (e.g., relative to new products, services, and go-to-market approaches), while possessing a broad level of technology understanding and substantial operational and financial acumen
• Delivery focused: Previous experience managing professional service delivery for a software company (SaaS preferred)
• Excellent analytical & problem-solving skills
• Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue
• Understands cloud-based technologies; translates customer/business requirements into business solutions (and successfully positions with customers)
• Ability to travel; up to 25%

Set Yourself Apart With:

• TRUST – Trusts the company’s core values; partner for client impact, have a learning mindset, inclusive collaboration, engage with openness and embrace the future!
• TEAM PLAYER – Proficient at Collaboration and working with members of a team
• COMMUNICATOR – speaks and writes with clarity, brevity and purpose; explains the area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence.
• Salesforce Advanced Developer Certification
• iOS or Android Mobile development experience

Why PS:

• Flexible vacation policy; time is not limited, allocated, or accrued
• 16 paid holidays throughout the year
• Generous parental leave and new parent transition program
• Tuition reimbursement
• Corporate gift matching program
• Training on Salesforce platform

Additional Information

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us at 1-617-621-0200.