[Hiring] Salesforce Engagement Manager @Damco Solutions

Role Description

The Engagement Manager serves as the primary point of contact for the client and is responsible for the overall success of the engagement. This role oversees service delivery, manages customer communications, leads the project team, and ensures all contractual obligations, deliverables, and service levels are achieved. The Engagement Manager provides leadership across operational, maintenance, and cloud-based service environments while driving customer satisfaction and continuous improvement.

• Serve as the primary liaison between the client and delivery teams.
• Lead and manage engagement resources, ensuring successful execution of all project and operational activities.
• Oversee planning, execution, monitoring, and reporting of engagement deliverables.
• Manage schedules, risks, issues, dependencies, and escalations.
• Ensure compliance with service level agreements (SLAs), quality standards, and contractual commitments.
• Facilitate stakeholder communications, governance meetings, and status reporting.
• Coordinate cross-functional teams to ensure timely and high-quality service delivery.
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
• Monitor project performance metrics and implement corrective actions when necessary.
• Provide leadership, mentoring, and performance oversight for delivery and support teams.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field.
• Minimum 5 years of experience as a Delivery Manager, Support Manager, Engagement Manager, or similar leadership role within a Maintenance & Operations (M&O) environment.
• Minimum 3 years of direct people management experience overseeing teams of five or more resources.
• Proven experience in:
  • Schedule Management
  • Risk Management
  • SLA Management
  • Issue and Problem Management
• Experience supporting or delivering cloud-based SaaS solutions.
• Strong client-facing communication and stakeholder management skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Requirements

• Mandatory requirement:
  • Delivery Manager or Support Manager in a Maintenance & Operations role: 5 yrs FTE
  • Of which, directly managing a team of at least 5 FTE: 3 of the 5 yrs
  • Schedule management, risk management, SLA management, problem/issue management: 4 yrs FTE
  • Cloud-based Software as a Service (SaaS) development project: 1 yr FTE
  • Bachelor's degree (copy required). Without one: 4 extra years of requirement 2, 8 yrs total
• Desirable requirement:
  • Master's degree (copy required): +2 yrs of req. 2 with Bachelor's; +4 yrs without
  • ITIL certified (copy required): None
  • Experience with California EDD systems: 1 yr FTE
  • Oversight of system M&O or development activities: 1 yr FTE

Benefits

• Total available per Engagement Manager: 20

Company Description