Head of Delivery Management

Job Category Customer Success

Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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? 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 initiative.

In 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.

Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Identify and manage interdependencies of multiple workstreams 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 workstreams and/or large enterprise-scale program management experience

5+ years using/implementing the Salesforce platform

Knowledge of the concepts, practices, procedures, and deliverables associated with system development, implementation, and operational readiness

Ability to devise a strong governance foundation and drive quantifiable and qualifiable accountability at customer and within internal teams

A strong sense of vision for the customer with a maniacal focus on executing at a speed

A significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management level

Ability to rapidly build senior-level credibility with the Customer in a true partnership relationship

Ability to lead clients, work with other SIs, and manage internal teams from strategy to execution

Has led large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentored teams of junior team members and effectively manage client escalations

Demonstrated program leadership skills, with direct responsibility for managing project teams, budgets, and schedules

Demonstrated negotiation, conflict management, and leadership skills

Undergraduate degree; relevant technical or business (MBA) post-graduate degree is a plus

CRM experience is strongly preferred

PMP and SAFe Certifications are beneficial

Salesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) Possible travel of about 25%, but exact travel requirements will vary based on customer. Unleash Your Potential When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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