Engagement Delivery Manager

Job Category

Customer Success

Job Details

**About Salesforce**

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

**Role Description**:
As a Delivery Manager, you will lead all aspects of the post-sale Services engagement. You will lead multiple engagements supporting projects that will vary in size, complexity, domain, and use cases across their entire lifecycle. In addition to managing task execution, you will serve as the key communication contact, manage risks and issues, play a key part in customer expansions, and impact the client's organizational change efforts.

**Your Impact and Responsibilities**:

- Lead multiple customer projects simultaneously (mid to large size customers, a mix of tactical and strategic engagements) working with global teams driving business transformations and customer outcomes
- Deliver MuleSoft engagements using Agile or Waterfall methodology or a Hybrid of both
- Plan and manage project task executions and communicate status to all customers, team members, and business sponsors
- Work with customers to establish, track, and report Key Performance Indicators on projects, programs, and digital transformation initiatives
- Identify, track, mitigate and drive resolution of issues and risks
- Track, report, and lead all aspects of the project or program
- Work to achieve assigned revenue targets and identify expansion opportunities
- Work closely as part of the project team and provide assistance with project team/tasks and execution
- Collaborate on Customer success across all MuleSoft functions (Customer Success, Account Teams, Support and Operations) on topics including tactical release issues, dependencies, account status, production issues, metrics, etc.
- Support and align with the Account and Customer Success Teams on Services and product license sales expansions
- Facilitate organizational change efforts, and help clients drive business transformations by implementing API-led connectivity
- Contribute to methodology development across MuleSoft's global delivery practice

**Minimum Requirements**:

- Demonstrated expertise in Project Management skills such as project planning, budget management, status reporting, and risk mitigation
- Demonstrated ability to effectively run several projects in parallel in complex organizations
- Recognized leadership skills in creating and fostering cross-functional partnerships both internally and externally to drive positive customer impact
- Demonstrated organizational and operational skills including planning, communications, decision making, delegation, negotiation, and problem solving
- Demonstrated ability to identify expansion opportunities
- Familiarity with the process of leading clients through the definition of metrics to assess achievement of business outcomes
- Strong verbal and written communication skills
- Ability to work well in a team and collaborate across functions
- Demonstrated time management and prioritization skills
- Professional Services Administration (PSA) tool experience
- Solid skills on core office productivity tools (e.g. GSuite, MS Office, etc.)
- Demonstrated ability to effectively use new systems and tools, such as project and client management tools (e.g. Microsoft Project, SmartSheet, Jira, ADO, PSA, etc.)

Accommodations

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