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　　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.

　　About MuleSoft, a Salesforce Company

　　Our mission is to help organizations change and innovate faster by making it easy to connect the world's applications, data, and devices. Companies like Spotify, McDonald's, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity.

　　Hiring exceptional people who want to build a great company together is our number one priority, and we're committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we're proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.

　　Role Overview

　　MuleSoft's Professional Services team works across every technology and system to deliver solutions to customers in every industry. Engagement Managers play a critical role in setting customers up for success by prescriptively shaping and then leading the execution of large and transformational engagements at our most strategic customers. Our Engagement Managers serve as a trusted advisor to our customers, providing guidance to Sales & Professional Services teams, ensuring alignments across each customer's projects, and ensuring the highest levels of customer satisfaction. They are Mulesoft platform experts who are accountable for ensuring customer success, business value and leading the Professional Services team assigned to their account(s). They drive delivery of the expected outcomes for each engagement and are internally and externally recognized as a business contributor, industry and product specialist.

　　Role Overview:

　　Partnered with an Account Partner (Services Salesperson), the Engagement Manager leads both pre and post-sales activities. They are the delivery expert across the portfolio of products, responsible for developing and articulating comprehensive implementation proposals. They will then maintain the executive relationships and act as a main contact within these engagements in a billable capacity, ensuring tight alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. This may include the following:

　　Own pre-sales activities such as MuleSoft project scoping and staffingLead the development of proposals, SOWs, staffing plans (in partnership with MuleSoft Account Partners)Engage with SMEs to gain consensus on an acceptable proposalProvide subject matter expertise related to the proposed solution and client needs in order to ensure successful project deliveryOversee project initiative (part-time allocation)Handle escalations and assist Engagement Delivery Manager with issue resolutionManage client relationshipsRun expansion playbookLead C4E implementation

　　Your Impact:

　　Deliver high client satisfaction (CSAT) by consistently meeting/exceeding goals and metricsEnsure business value is realized (directly and indirectly) for each customer engagement that concludes with fully satisfied clients that are willing to be referenced for new potential clientsBring standard methodologies to each engagement through your deep platform expertise by providing the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project deliveryPositively impact client Services renewals (when applicable) by aligning customer success with professional services roadmap.Align closely with Account and Services Sales team by leading pre-sales activities such as the development of client-specific proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposalWhere appropriate and required for Customer Success, providing direct oversight to the project team during the full lifecycle of the engagement, acting as the point of contact for both the customer and Salesforce delivery teamsSuccessfully manage multiple strategic clients simultaneouslyRecognized as a valuable and trusted advisor by our customers and other members of Salesforce and continue to build a reputation for excellence in professional servicesInspire people to do the best work of their careers, being a multiplier, amplifying the knowledge and capability of the people around you while continuing to provide an inclusive workplace as one of Best Places to Work.Show continued professional growth and developmentAct as an advisor on complex issues and engagements, exercising discretion and latitude in reaching critical goals.Lead cross-functional teams and mentors othersManage to a minimum billable util targetPartner with the Go-to-Market Team (Services Sellers) to drive continued growth of servicesProactively mitigate and manage critical issues and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives

　　NOTE: By applying to the MuleSoft Engagement Manager Posting, recruiters and hiring managers across the organization hiring Engagement Manager's will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

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　　Posting Statement

　　At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

　　Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

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