The Senior Engagement Manager leads large-scale transformation projects for strategic manufacturing customers, ensuring their success by shaping and executing projects. This role acts as a trusted advisor, guiding sales and professional services teams, and ensuring synergy across projects to achieve high customer satisfaction. They collaborate with account partners on pre- and post-sales activities, serving as a delivery expert across the product portfolio. The manager also maintains executive relationships, handles escalations, and provides proactive advice to drive exceptional customer outcomes.

Must Have

• Lead the formulation of customer-specific implementation proposals, SOWs, and staffing plans.
• Collaborate with account and service sales teams on pre-sales activities (scoping, solution creation, SOW, staffing).
• Provide expert knowledge to professional services teams for successful project delivery.
• Directly monitor project teams throughout the engagement lifecycle and act as an escalation point.
• Ensure engagements conclude with high customer satisfaction to generate new references.
• Manage multiple strategic customers simultaneously.
• Proactively mitigate and manage risks for critical escalations and at-risk accounts.
• Communicate effectively with internal and external leaders and executives.
• 6+ years of consulting service delivery experience.
• 3+ years of pre-sales and large-scale implementation project direction/scoping experience.
• 3+ years of enterprise-level project or program management experience.
• Practical technical/functional aptitude and ability to engage in pre-sales.
• Excellent written and verbal communication skills.
• Experience in executive-level customer advisory roles.
• Ability to influence groups and lead discussions on implementation methodologies, roadmaps, and transformation strategies.
• Strong analytical and problem-solving skills.

Good to Have

• Degree or equivalent relevant work experience.

Perks & Benefits

• Benefits and resources to support work-life balance
• AI agents to accelerate impact

Senior Engagement Manager - Manufacturing

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.

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Engagement Managers play a crucial role in leading large-scale transformation projects for strategically important customers, shaping them to their ideal state and personally leading their execution to ensure customer success.

Engagement Managers act as trusted advisors to Salesforce customers, provide guidance to sales and professional services teams, ensure synergy across all customer projects, and guarantee the highest level of customer satisfaction.

Engagement Managers collaborate with account partners (service sales representatives) to lead pre- and post-sales activities, act as delivery experts across the entire product portfolio, and work with other domain experts across the organization to create and clearly articulate comprehensive implementation proposals.

Engagement Managers maintain executive relationships, serve as an escalation point for paid implementation work, ensure close collaboration among stakeholders, and provide proactive, prescriptive advice to achieve outstanding customer success.

Responsibilities:

• Lead the formulation of customer-specific implementation proposals, SOWs, and staffing plans, collaborating with other domain experts across the organization to reach agreement on acceptable proposals.
• Work closely with account and service sales teams, taking responsibility for pre-sales activities such as scoping, solution creation, SOW development, and project staffing.
• Provide professional expertise to the professional services team regarding proposed solutions and customer needs, ensuring project success.
• Directly monitor project teams throughout the engagement lifecycle, as appropriate and necessary for customer success, and serve as an escalation point for both customer and Salesforce delivery teams.
• Ensure engagements conclude with highly satisfied customers who can become references for new potential clients.
• Manage multiple strategic customers simultaneously.
• Proactively mitigate and manage risks for critical escalations and at-risk accounts. Communicate effectively and appropriately with internal and external leaders and executives.

Your Impact, as Engagement Manager:

• Possess broad or unique expertise, leveraging skills to contribute to company goals and apply core values, achieving objectives in creative and effective ways.
• Determine methods, techniques, and evaluation criteria for achieving results independently.
• Serve as a contact point for important issues, often involving cross-group coordination.
• Independently determine methods and procedures for new or special challenges.
• May oversee other activities.

Preferred Qualifications & Skills:

• 6+ years of consulting service delivery experience (including team leadership and active involvement in professional services sales).
• 3+ years of pre-sales and large-scale, complex implementation project direction and scoping experience.
• 3+ years of enterprise-level project or program management experience.
• Practical technical and/or functional aptitude, and ability to engage in pre-sales activities in collaboration with architects or domain experts.
• Excellent written and verbal communication skills, face-to-face experience at the executive level, and practical experience in a customer advisory role.
• Degree or equivalent relevant work experience is preferred.
• Demonstrated ability, backed by practical experience, to influence group members, facilitate solution creation, and lead discussions on implementation methodologies, roadmap creation, enterprise transformation strategies, and executive-level requirements gathering sessions.
• Excellent analytical and problem-solving skills.

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.

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