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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.
As an Engagement Delivery Director, you are a senior individual contributor and a foremost expert in delivering intended business value from the Salesforce platform. This is a fully-billable, high-impact role deployed as a Delivery Leader to our strategic and complex customer engagements.
You will be responsible for the end-to-end success of programs, with a primary focus on maximizing platform adoption, demonstrating ROI, and mitigating revenue or license attrition risk. You will ensure that emerging capabilities, including agentic and generative AI programs, are delivered on time, within budget, and with a strict focus on quantifiable business outcomes.
You will act as the key strategic advisor and point of accountability, building trust with executive stakeholders and ensuring the customer's long-term success on the platform.
Core Responsibilities:
- Program Accountability: Assume ultimate accountability for establishing, executing and overseeing program governance to deliver strategic value-realization and recovery plans for strategic customer accounts, ensuring clear governance frameworks for complex multi-cloud and enterprise AI implementation roadmaps.
- Executive Stakeholder Management: Engage directly with C-level stakeholders to build trust, define success metrics, and demonstrate measurable platform ROI. You will lead all executive stakeholder forums, like Steering Committees, focusing heavily on Performance Evaluation & ROI to help customers quantify the financial and operational business value of their AI investments.
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- Strategic Advisory: Serve as the primary, billable expert providing strategic oversight to ensure program delivery aligns with the customer's core business objectives.
- Risk & Scope Management: Proactively identify, assess, and manage program risks, dependencies, and scope changes. You will own the executive-level escalation process and translate complex technical issues—such as AI compliance, data readiness, and security boundaries—into clear business implications.
- Commercial Acumen: Lead and support pre-sales teams in initial scoping, change management, and identifying opportunities for expansion of the running program, accurately sizing the organizational change management and delivery effort required for generative AI and digital agent rollouts.
- Delivery Governance: Define, structure, and oversee complex engagement models (e.g., T&M, Fixed Price), ensuring all delivery commitments, milestones, and scope are meticulously managed. You will champion an AI-First Delivery & Engineering methodology from a management perspective, tracking program health, team velocity, and delivery efficiency.
- Cross-Functional Influence: Provide expert guidance and strategic direction to customer, partner (SI), and internal teams (e.g., MuleSoft, UI/UX, technical PODs) to ensure cohesive and successful program outcomes.
- Subject Matter Expertise: Act as a deep subject matter expert on the Salesforce platform, including new products, industry trends, and best-practice implementation strategies involving custom development, integration, and data migration.
- Contract Management: Prior experience in understanding and working with MSA/SOW and ensuring delivery is compliant to the terms laid out there.
Required Skills & Experience:
- Experience: 15+ years of experience, predominantly in consulting or strategic advisory roles, managing large-scale, complex SaaS/CRM program implementations.
- Platform Expertise: Deep expertise in the Salesforce platform and ecosystem, including common implementation patterns, integration challenges, custom development, and data migration strategies, and foundational understanding of Agentforce use cases and data cloud dependencies.
- Executive Presence: Exceptional communication and presentation skills, with a proven ability to build C-level relationships, navigate difficult conversations, and negotiate high-stakes outcomes.
- Account Recovery: Proven experience in strategic account recovery, risk mitigation, and driving platform adoption in complex, at-risk customer environments.
- Cross-cultural experience: Must have prior experience working in a multi-cultural environment with teams and stakeholders geographically spread.
- Team management: Prior experience leading the program pre-sales & delivery team by fostering continuous learning and ensuring members are well-trained, while supporting and driving career growth, personal and team development, well-being, diversity, and inclusion.
- Methodology: Demonstrated mastery of program management methodologies (Agile, Hybrid) and the ability to apply them to complex enterprise environments, including adapting agile frameworks to support the iterative testing and validation loops unique to generative AI solutions.
- Mindset: A self-starting, individual contributor mindset with the ability to operate with a high degree of autonomy and influence across matrixed organizations.
- Leadership: Ability to lead a team of consultants in a matrix environment towards a common goal while navigating customer & internal organizational landscape.
- Education: Degree or equivalent relevant experience.
- Certifications: Must have at least either of these Project management certification (PMI-ACP / PMP / PgMP / Prince 2) and having Salesforce Certification is an asset. An AI Associate or related AI/ML delivery credential is highly valued.
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.
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