[Hiring] Salesforce Engagement Manager @Verndale LLC

Role Description

The Engagement Manager is a trusted partner to the client: accountable for the overall health, relationship, and strategic growth of a portfolio of accounts, from initial sale close-won handoff through delivery, renewal, and expansion. The EM connects client strategy, delivery execution, and commercial outcomes, leading with relationship and business acumen rather than technical depth. Day-to-day tactical execution is owned by the Project Manager and delivery project team(s), with whom the EM partners closely.

Responsibilities

• Serve as the executive-level point of contact for client stakeholders; maintain strong sponsor and VP/C-level relationships where appropriate.
• Set and protect the overall account strategy: how delivery success ladders up to renewal, expansion, and reference potential.
• Own steering committee meetings end-to-end: set the agenda, frame the narrative, and run the room.
• Lead other critical client meetings, alongside the executive sponsor as needed.
• Proactively measure client satisfaction and address relationship friction before it escalates.
• Own overall account health across all projects in the portfolio; lead a structured governance cadence (e.g. monthly/quarterly business reviews).
• Ensure delivery stays aligned to client business objectives, not just project plans.
• Escalate and drive structured recovery plans on at-risk accounts, partnering with the PM and delivery team.
• Report account health up to portfolio and practice leadership.
• Own SOW health and change order conversations once the PM flags scope drift at the working level.
• Monitor margin and commercial performance at the account level; partner with Finance/PMO on financial health reporting.
• Serve as the post-sale relational owner of the account, keeping the relationship warm between active engagements.
• Identify renewal and expansion opportunities within existing accounts.
• Serve as the first point of contact when something threatens the relationship, not just the timeline.
• Decide when and how to escalate internally or externally.
• Lead escalation calls where trust, scope, or commercial terms are at risk (the PM still explains delivery detail).
• Work with Sales and practice leadership to align delivery performance with account strategy, renewals, and expansion.
• Coordinate with Finance and delivery leadership for visibility into portfolio financial performance and forecast accuracy.
• Bring in Practice Leads, Architects, or Solution Consultants as needed for complex conversations, without owning that technical depth directly.
• Mentor and guide team members to strengthen client engagement skills and a client-centric approach.
• Contribute to internal practice-building, delivery standards, and enablement efforts as the role and practice mature.
• While the EM's primary focus is post-sale, the role also plays a limited but valuable part in pre-sales, helping build client relationships early and ensuring a smoother transition into delivery.
• Partner with Sales and Practice Leaders during strategic pursuits, bringing a delivery and client-relationship perspective into the sales process.
• Participate in discovery sessions and executive conversations to help clients define business outcomes, not technical requirements.
• Help shape solutions that are realistic to deliver and build client confidence before an engagement begins.
• Lead the transition from sales to delivery, preserving relationship continuity and business context.

Qualifications

• 5+ years in a client-facing relationship, account management, or engagement leadership role within consulting, technology, or professional services.
• Working knowledge of the Salesforce ecosystem and platform (clouds, common implementation patterns, partner landscape), enough to speak credibly with clients and internal delivery teams, without needing deep technical/architect-level depth.
• Proven track record owning complex, multi-project client relationships and driving them to successful outcomes.
• Exceptional interpersonal and executive communication skills; ability to build rapport and trust with senior stakeholders.
• Strong commercial acumen: comfortable owning SOW, scope, and change order conversations.
• Strong analytical and problem-solving skills, with a data-driven approach to account health and decision-making.
• Working familiarity with delivery/project management practices, enough to partner effectively with a PM without duplicating their role.
• Conflict resolution and escalation management experience.
• Salesforce certifications (Admin, Sales Cloud, Service Cloud, or similar) - Preferred.
• Experience supporting or partnering on sales pursuits - Preferred.
• Experience leading executive business reviews or account planning conversations - Preferred.
• Familiarity with professional services commercials and statements of work - Preferred.

Benefits

• We are a rapidly growing company that is just as scrappy and entrepreneurial today as when we were founded in 1998.
• We are relentlessly curious and enthusiastically solve our clients’ complex business problems through technology, data, and design.
• We foster a culture that enables every person in the organization to do the best work of their career.
• We offer regular training and professional development to move careers forward.
• Client and employee satisfaction are our two most important business metrics.
• We celebrate and champion diversity, equity, and inclusion.
• We offer generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
• We offer top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs.
• We support a healthy work/life balance.
• We are fully remote enabled and embrace the evolving definition of the workplace.