Digital Transformation Leader

We're Salesforce, the Customer Company, driving innovation in the industry with AI+ Data +CRM. As a leader in customer success, we empower you to blaze new trails and connect with customers in a whole new way.

The Engagement Director plays a critical role in shaping and leading large and transformational engagements at our most strategic customers. They serve as a trusted advisor, providing guidance to Sales & Professional Services teams, ensuring alignments across each customer's projects, and guaranteeing the highest levels of customer satisfaction.

Our Engagement Directors are Salesforce platform experts who ensure customer success, business value, and lead the Salesforce Services team assigned to their account(s). They drive delivery of expected outcomes for each engagement and are recognized as business contributors, industry specialists, and internal/external leaders.

Partnered with an Account Partner (Services Salesperson), the Engagement Director leads pre- and post-sales activities. They maintain executive relationships and act as main contacts within these engagements in a billable capacity, ensuring tight alignment, offering proactive advice, and resulting in outstanding customer success.

1. Pre-Sales Alignment: Collaborate with clients to define project scope and objectives.
2. Project Kickoff: Lead project initiation and setup, ensuring clear expectations and communication.
3. Industry Expertise: Bring industry knowledge and perspective to enhance customer success.
4. Outcome-Driven Delivery: Drive better results through extensive platform expertise.
5. Deep Understanding: Possess in-depth knowledge of Salesforce platform and solutions.
6. Engagement Planning: Align customer objectives with Salesforce services, ensuring seamless delivery.
7. Regular Check-Ins: Maintain open communication with clients, addressing concerns, and ensuring satisfaction.
8. SER Renewal Management: Proactively manage Services Renewals, ensuring client retention and growth.
9. Compliance: Ensure project operational compliance, adhering to Salesforce standards.
10. Executive Relationship Building: Foster strong relationships with clients, executives, and internal stakeholders.

This role requires a passion for customer success, digital innovation, and a willingness to work at the forefront of CRM companies.

1. Deliver High Client Satisfaction (CSAT): Consistently meet or exceed client goals and metrics.
2. Business Value Realization: Ensure direct and indirect business value is realized for each customer engagement, leading to fully satisfied clients willing to be referenced.
3. Methodology Implementation: Bring standard methodologies to each engagement, providing subject matter expertise to Professional Services teams for successful project delivery.
4. Client Services Renewals: Positively impact client Services renewals by aligning customer success with professional services roadmaps.
5. Pre-Sales Activities: Lead development of client-specific proposals, SOWs, staffing plans, and engage SMEs across the organization for consensus on acceptable proposals.
6. Oversight: Provide direct oversight to project teams during the full lifecycle of engagements, acting as the point of contact for both clients and Salesforce delivery teams.
7. Multitasking: Successfully manage multiple strategic clients simultaneously.
8. Trusted Advisor: Be recognized as a valuable and trusted advisor by customers and other members of Salesforce, building a reputation for excellence in professional services.
9. Professional Growth: Show continued professional growth and development.
10. Critical Issue Management: Act as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals.
11. Cross-Functional Leadership: Lead cross-functional teams and mentor others.
12. Billing Target: Manage to a minimum billable utilization target.
13. Go-to-Market Partnership: Partner with the Go-to-Market Team (Services Sellers) to drive continued growth of services.
14. Risk Mitigation: Proactively mitigate and manage critical issues and at-risk accounts, communicate effectively with internal and external leaders and executives.

1. 7+ Years Delivering Solutions: Direct experience delivering or overseeing solutions on the Salesforce Platform.
2. 10+ Years Consulting Experience: Experience delivering consulting services, including team leadership and active involvement in selling professional services, including Advisory engagements.
3. Degree or Equivalent: Degree or equivalent relevant experience required, evaluated based on core competencies for the role.
4. Travel: Ability to travel up to 50%.
5. Government Support: Demonstrated experience supporting Federal Civilian agencies or Department of Defense initiatives, with a strong understanding of government operations, compliance requirements, and mission-critical project execution.

1. 7+ Years Pre-Sales Experience: Operating in a pre-sales environment, shaping and scoping large and complex implementation projects.
2. Enterprise-Level Project Management: 7+ years of enterprise-level project or program management experience.
3. Salesforce Certifications: Salesforce Application and/or System Architect certifications.
4. Technical Proficiency: Demonstrated technical and/or functional proficiency, and ability to engage with architects or SMEs into pre-sales activities.
5. Strong Communication Skills: Extremely strong written and verbal communication skills, executive level presence, and experience working in a client advisory role.
6. Influencing Group Audiences: Demonstrated ability to influence group audiences, facilitate solutioning, and lead discussions such as implementation methodology, Road mapping, Enterprise Transformation strategy, and executive-level requirement gathering sessions.
7. Delivery Focus: Previous experience managing professional service delivery for a software company (SaaS preferred).
8. Analytical Skills: Excellent analytical and problem-solving skills.
9. Conflict Resolution: Proven ability to build strong working relationships across multiple functions/levels; adept at mediating conflict and fostering healthy dialogue.
10. Cloud-Based Technologies: Understand cloud-based technologies; translate customer/business requirements into business solutions (and successfully position with customers).

As a Digital Transformation Leader, your primary responsibility will be to lead the execution of large and transformational engagements at our most strategic customers. Your expertise in the Salesforce platform will enable you to provide guidance to our Sales and Professional Services teams, ensuring alignments across each customer's projects and guaranteeing the highest levels of customer satisfaction.

The estimated salary range for this role is $200,300 to $290,500 in New York, $183,600 to $266,300 in Washington D.C., and $183,600 to $266,300 in Illinois, depending on factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits, which can be found at https://www.salesforcebenefits.com. We believe that the business of business is to improve the state of our world and strive to create a workforce that reflects society through inclusive programs and initiatives. Equality at Salesforce is about more than just hiring practices - it's about creating a workplace where everyone has the opportunity to succeed. Learn more at www.equality.com. Salesforce welcomes all applicants.