Engagement Manager

Location: Remote US, Preferred: NYC or SF/Bay Area

Job Summary

Thunder’s Engagement Manager serves as the primary point of customer contact for our customer engagement and ensures successful project delivery. They track and report on solution progress and project status, owning responsibility for overall delivery quality and project success. The EM plays the role of “quarterback” and liaison between Sales and Delivery, while ensuring the customer vision is realized. 

Our ideal EM candidate brings deep Salesforce experience, enjoys the variety of work that comes with this function, and brings a seasoned eye for project health, accuracy in scope, as well as a lens for expanding relationships with existing customers. 

As Thunder is just shy of four years since our inception, we welcome candidates who bring an entrepreneurial spirit, appetite for growth, and a desire to “make their mark” on our growing organization.

Role Responsibilities 

Reporting into Head of Customer Success, our Engagement Manager:

Account Growth

• Drives incremental revenue through customer relationship building and identifying additional consulting opportunities. 
• Supports sales cycles through scoping, proposals, and related activities
• Partners with AEs (Thunder & Salesforce) to identify additional opportunities within existing customer base
• Drives strategic conversations within customer accounts; building key relationships at the executive level
• Partners with AE’s to lead QBRs and Executive Steering Committee Meetings
• Partners with Sales to ensure detailed account planning. Bringing your deep SFDC expertise & customer background to see how we can grow and expand within our strategic accounts. 
• Drives strategic offerings (e.g Vision Mapping & Goal Setting, Roadmapping) in both a presales & delivery capacity

Delivery Quality

• Holds responsibility for success of engagements and overall project health
• Ensures alignment of Thunder resources towards customer business objectives
• Manages multiple customer engagements of varying complexity (4-5, on average), while serving as escalation point for issues during the duration of the project 
• Communicates effectively with internal and external leaders, while enforcing implementation best practices
• Mentors team members and enforces implementation best practices
• Becomes the SME related to customer engagement, and customer expectations in order to ensure successful delivery 
• Proactively manage escalations and risks (at the account level)
• Billable ~50% of time, with additional measures of success that include (not exhaustive): Project Margin, Health of Project, Expanding Scope for Existing Customers 

Required Qualifications

• 6-8 years’ implementation/delivery consulting experience within the Salesforce consulting partner ecosystem
• 2-3 years’ of experience serving as Engagement Lead/Manager 
• Successful track record serving as overall engagement lead for Salesforce implementations, with significant understanding of the Salesforce ecosystem (specifically around Sales Cloud, Service Cloud, Marketing Cloud, and Revenue Cloud)
• Ability to align with executives and understand how the project support customer’s overarching company goals 
• Keen eye for risk management before and during engagements, as well as for recognizing opportunities for revenue expansion with existing customers 
• Leans in to appropriately manage through difficult conversations, and takes a proactive approach to problem-solving
• Effectively facilitates meetings, relationships with key stakeholders and demonstrates consensus-building skills 
• Ability to become a trusted advisor for customers
• Have a strong executive presence
• Willingness to travel (potential for travel in a presales or delivery capacity) 

Required Salesforce Certifications

• Salesforce Certified Administrator/Advanced Administrator
• One or more Salesforce Consultant Certification(s) (ex. Sales Cloud Consultant, Service Cloud Consultant)