Engagement Delivery Manager

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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.

Delivery Project Manager

RESPONSIBILITIES
• Create and manage project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success.
• Ensure on time and on budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project.
• Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project timesheets.
• Manage day-to-day execution of project implementations. Assist with the planning, tracking, documentation and status updates for the project.
• Manage scope changes and ensure the project is delivered on time and within budget
• Able to manage one or two large projects or a couple of small to medium sized
interrelated projects requiring complex cross-functional collaboration and management at the program level.
• During a project, be the primary customer interface and perform project management activities that ensures adherence to Salesforce and internal methodology and project gates and governance.
• Exercise solid project leadership skills combined with strong business acumen and in-depth analytical skills.
• Facilitate requirements gathering and assist with the creation of project deliverables, as needed.
• Facilitate and own the creation of Salesforce technical design documents for complex projects, by interfacing with Technical Architects and Developers, as needed.
• Adopt a standardized development lifecycle methodology for all projects.
• Identify opportunities to leverage all Salesforce technologies.
• Facilitate review sessions with the client and your team.
• Participate in end-to-end implementation planning including project management, issue management, communication and change management.
• As necessary, write and review QA and UAT test scripts.
• Manage UAT with end users including coordination and user acceptance sign-off.
• Leverage business knowledge and expertise to drive business process improvements.
• Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product roadmapping.
• Have difficult conversations regarding budget, resources and timeline and formally capture and communicate outcomes of those meetings.
• Responsible for all project deliverables, reviewing those deliverables prepared by the team prior to submission to the client-
• Identifies and manages project risk

PREFERRED QUALIFICATIONS & SKILLS
• 5+ years experience in project management role leading enterprise-scale CRM projects
• Salesforce experience is required
• Demonstrated project leadership skills with direct responsibility for managing project teams, budget and schedule against a customer or vendor contract
• Demonstrated ability to manage Director+ level internal and external project
stakeholders; demonstrated negotiation, conflict management, escalations, executive communication and leadership skills
• Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written; ability to manage and communicate with remote teams during non-traditional business hours
• Ability to lead both small and enterprise-wide engagements, facilitate meetings,
mentoring teams of junior team members, and proactively manage project risks
• Ability to weigh business and technical requirements to identify dependencies, produce project plans and estimates
• Ability to proactively identify and manage project risks
• Ability to work effectively in a fast paced, high energy, team-oriented environment
• Ability to multi-task and perform effectively under pressure
• Must be able to travel
• Bachelor's degree in Business Administration and/or Information Technology or
equivalent experience
• Agile SCRUM Master Certification
• Project Management Certification i.e. Prince2, APM or PMP
• Salesforce Certifications (Admin, Sales, Service, Marketing, etc.) preferred but not necessary

LEADERSHIP QUALITIES
• COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
• EXPERTISE: Working knowledge of industry best practices and implementation
experience of the salesforce product suite
• CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions
• CONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
• WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action
• LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
• PASSION: Passionate about Customer Success and a great listener
• URGENCY: Ability to move fast and drive business value and results
• TRUST: Ability to earn the trust of the stakeholders

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.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.