Associate Engagement Manager

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Role Overview

An Associate Engagement Manager assumes an elevated role within the organization, demonstrating a high level of expertise, leadership, and responsibility. They provide comprehensive and strategic support to low complexity, transactional deals, typically under $250k, showcasing an understanding of Professional Service's packaged offerings, contract models, and Salesforce solutions.

The Associate Engagement Manager is not only adept at orchestrating solutions for clients but also adept at identifying and driving innovative approaches to achieve exceptional results. They play a key role in the selling of new service engagements and up-selling value-added services to existing clients to ensure customer retention and continued revenue growth. They support pre-sales, proposal development, and engagement scoping for smaller engagements.

Post-sale, the Associate Engagement Manager will maintain the customer relationships and act as an escalation point, for both internal and external project teams, within these implementations in a billable capacity, ensuring stakeholder alignment, offering proactive and prescriptive advice, resulting in outstanding Customer Success.

Moreover, Associate Engagement Managers will also shadow and partner with more senior Engagement Managers to support larger engagements in order to learn and expand skills in a collaborative and high-performing work culture.

Key Experiences

Note: If not all competencies, skills, and experiences below are an exact match, but you are still interested in the role and feel you would be a good fit, please still consider applying or feel free to reach out with any questions or concerns!

• Able to articulate vision and strategy to customers, tying business value to key capabilities on the platform

• Grows relationships with customer stakeholders and looks for opportunities to grow accounts

• Manages the pre-sales activities for small size / low complexity deals

• Aligns 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, provides 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

• Effectively understand the customer's goals and challenges and recommend the right mix of Salesforce solutions

Competencies & Skills

• Experience delivering consulting services, and involvement in selling professional services

• Pre-sales environment experience, shaping and scoping small / low complexity implementation projects

• Experience delivering and/or overseeing solutions on the Salesforce Platform

• Experience in delivering Salesforce core CRM platform solutions such as Sales Cloud, Service Cloud, and/or Experience Cloud

• Additional industry / product experience in areas such as Manufacturing, Health & Life Sciences, Retail & Consumer Goods, etc. would also be incredibly valuable to the team but not necessary

• Project or program management experience

• Demonstrated technical and/or functional aptitude, and ability to engage with architects or SME into pre-sales activities

• Strong written and verbal communication skills, executive level presence, and some experience working in a client advisory role

• Demonstrated ability to influence a group audience, facilitate solutioning and lead discussions such as implementation methodology, road mapping, strategy, and executive-level requirement gathering sessions

• Excellent analytical & problem solving skills

• Ability to create and support compelling narratives that reinforce future outcomes or goals through customer examples and clear results.

• Ability to identify and drive innovative approaches to deliver exceptional results and support the selling of new service engagements and up-selling value-added services to existing clients

• Ability to articulate how business value can be achieved with Salesforce solutions; strong storytelling skills

• Demonstrate a strong commitment to performance improvements and positive outcomes

Accommodations

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