Engagement Delivery Director

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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.

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team’s expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Salesforce Professional Services is seeking an innovative Engagement Delivery Director who share our vision of bringing the power of cloud computing to enterprises. Engagement Delivery Directors are driving successful customer outcomes with our implementations and lead and run complex, enterprise and strategic programs. This involves guiding our highly skilled and collaborative programs teams, both non-technical and technical consultants, and managing relationships, deliverables, and outcomes. Our Engagement Delivery Directors are also domain experts who actively participate in the program, managing customer relationships, delivery methodology, scoping, contracts review, knowledge transfer, and financials.

Your Impact

• Serve as the overall Leader of the program team and exhibit excellent leadership skills in forming a team, ensuring strong communication channels, giving clarity, motivation and direction to the team throughout the engagement.

• Be the primary customer interface and perform program management activities that ensures adherence to Salesforce methodology and project gates and governance.

• Build and lead project plans; supervise and review project progress and timelines; adjust schedules and plans as needed; ensure on time and on budget delivery of projects and identify and resolve issues to ensure project success.

• Supervise utilization of project resources in alignment with resource allocation and budget. This includes on time entry and approvals for project timesheets.

• Able to lead multiple projects supporting a program or account, requiring complex cross-functional teamwork and management at the program level.

• Facilitate requirements gathering and assist with crafting project deliverables, and Salesforce documentation as needed.

• Being an extension to the account team to extend the Salesforce footprint.

• Participate in end to end implementation planning including project management, risk & issue management, communication and business organisational change.

• Facilitate User Acceptance Testing with business end users including coordination and user acceptance sign-off.

Required Qualifications

• +15 years in project and program management, focused on delivering for external clients in a consulting environment.

• Ability to balance the business and technical requirements to produce a project plan and collaborate to acquire the information, such as estimates, as input to the project plan.

• Demonstrated project management skills, with direct responsibility for running project teams, up to 75+ people, budget and schedule.

• Demonstrated ability to have difficult conversations.

• Proven history of delivering high quality results on schedule and within budget, managing a budget of at least $15Mil.

• Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written.

• Ability to work effectively in a fast paced, high energy, team-oriented environment.

• Available to travel regionally and occasionally internationally depending on customer needs.

• Experience in managing large-scale transformation engagements with US Federal clients.

• Ability to rapidly build senior-level credibility with the Customer in a true partnership relationship

• Ability to lead large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentor teams of junior team members and effectively manage client escalations.

• Ability to lead high powered client workshops and effectively tailor messaging based on the audience and subject matter

• Salesforce.com Certifications (Admin, Service, Experience, etc.) strongly preferred

• 7+ years managing Salesforce engagements strongly preferred

• Salesforce Agentblazer Innovator preferred

• Build and Empower Teams: Leading, motivating, and holding accountable project and internal/external team members in a matrixed organization. Fostering a culture of collaboration and continuous improvement.

• Influence and Communicate: Act as the primary communicator for the program, taking project level details and aggregating up to provide clear and concise updates to multiple levels of leadership, including executive sponsors.

• Program Health Reporting: Defining and tracking key performance indicators (KPIs) to measure program success and health.

• Value Realization Reporting: Support creation of the business case/ROI aligned with the required data driven metrics for objectively measuring outcome attainment

Qualification for this job is contingent upon acceptable results from a background investigation as well as obtaining and maintaining the specific level of U.S. Government security clearance required for this role. U.S. citizenship (U.S. born or naturalized) is required.

Must reside/located in the Washington D.C. (Maryland/Virginia metro area)

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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $164,000 - $261,500 annually

There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $196,800 - $285,300 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.