Engagement Delivery Director - HLS - Health & Life Sciences

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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.

Role Description We are seeking an Engagement Delivery Director (HLS) with the drive, experience, and skills to lead our most complex Professional Services engagements (both advisory and implementation) through to value realization for our customers. As an Engagement Delivery Director, you will be accountable for leading project execution and governance to achieve the desired value and outcomes. In addition to managing delivery, directors will work with executive stakeholders to develop the KPIs which seek to measure the overall return, success, and effectiveness of the  this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies.

Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform.

Your Impact Partner with executive decision-makers and stakeholders to deliver success and help our customers achieve the desired business value

Partner with internal account teams (Sales, Success, Executive Sponsors, etc) to make sure we are aligned as ‘One Salesforce’ and leveraging all necessary parties to ensure our customers’ success

Drive engagement and/or strategy, leveraging our multi-cloud agentic platform

Drive innovation and implementation efficiency gains, leveraging AI in every phase of project execution, utilizing both Salesforce and Third-Party AI Products Partner with customers to build a strategic and delivery roadmap tailored to the customer’s business priorities, accelerating their time to value

Proactively make recommendations that provide a direct P&L impact, and enhance or expand the customer’s ability to reach beyond their business goals

Coach and partner with customer executives

Apply strong Salesforce product, business process, methodology & ecosystem knowledge to drive an effective program

Proactively build and expand business relationships which enable better account penetration and development of client partnerships

Anticipates, mitigates, and manages risk to Salesforce and the customer. Takes decisive program action to address risk profiles ensuring every customer achieves successful desired outcomes.

Lead the overall program and the group of PMs under him/her Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Provide coaching, inspiration, and uplift the respective skills of team members.

Identify and manage interdependencies of multiple work streams within the managed program

Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.

Manage the planning, work-stream operations, deliverables, milestones, staffing and financials (i.e. forecasting, budgeting and revenue management).Have difficult data-driven customer conversations regarding budget, resources, timelines and formally collect and communicate outcomes of those meetings.

Minimum Requirements A passion for Salesforce, our values, and especially the role the Salesforce services organization plays in our success
10+ years of project management experience leading multiple work streams and/or large enterprise-scale program management…