Salesforce Engagement Manager

Job Title: Engagement Manager
Position Summary
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.
Key Responsibilities

• 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.

Required 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.

Preferred Qualifications

• Master's degree in a related field.
• ITIL certification.
• Experience with large-scale enterprise applications and operations.
• Experience managing system maintenance, support, or software development activities.
• Public sector or government project experience.
• Knowledge of cloud technologies, service management frameworks, and operational best practices.

Core Competencies

• Leadership and Team Management
• Client Relationship Management
• Service Delivery Management
• Project and Program Governance
• Risk and Issue Resolution
• Communication and Presentation Skills
• Strategic Thinking
• Problem Solving and Decision Making
• Operational Excellence
• Continuous Improvement

Success Factors

• Consistently meets service-level and delivery commitments.
• Maintains strong customer relationships and stakeholder satisfaction.
• Effectively manages risks, issues, and resource utilization.
• Delivers high-quality outcomes while ensuring operational stability and business continuity.

#	Mandatory requirement	Duration
1	Delivery Manager or Support Manager in a Maintenance & Operations role	5 yrs FTE
1a	Of which, directly managing a team of at least 5 FTE	3 of the 5 yrs
2	Schedule management, risk management, SLA management, problem/issue management	4 yrs FTE
3	Cloud-based Software as a Service (SaaS) development project	1 yr FTE
4	Bachelor's degree (copy required). Without one: 4 extra years of requirement 2, 8 yrs total	—

 

Desirable requirement	Points	Substitution
Master's degree (copy required)	5	+2 yrs of req. 2 with Bachelor's; +4 yrs without
ITIL certified (copy required)	5	None
Experience with California EDD systems — 1 yr FTE	5	None
Oversight of system M&O or development activities — 1 yr FTE	5	None
Total available per Engagement Manager	20	—

Personal Information

• Full Legal Name
• Current Job Title
• Current U.S. Work Location

Education

• Bachelor's Degree Certificate (Mandatory)
• Master's Degree Certificate (if applicable)

Certifications

• All Salesforce Certifications (scanned copies)
• ITIL Certification (if held)
• PMP, PMI-ACP, SAFe, CSM, or equivalent certifications (if held)

Project Experience Details (For Every Referenced Project)

• Client Organization Name
• Exact Start and End Dates (MM/DD/YYYY)
• Full-Time or Part-Time Assignment
• Detailed Project Description
• Contract Value
• Team Size

Professional Reference

A supervisor/client reference for each cited project including:

• Full Name
• Job Title
• Email Address
• Phone Number
• Must have directly supervised the candidate on the project
• Must not be employed by the proposing organization
• Must be available to complete a project rating/reference form promptly