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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Overview of the Role

As an Engagement Delivery Senior Manager on the Missionforce Professional Services team, you will serve as a hands-on delivery leader, project manager, and trusted advisor across a portfolio of Public Sector engagements. Operating as an individual contributor, this role focuses directly on project delivery execution, customer relationship management, and project health—without direct people leader responsibilities.
You will support delivery health across assigned engagements, partnering closely with the Portfolio Delivery Leader (PDL), project teams, and customer stakeholders to ensure work is delivered with quality, predictability, and alignment to mission outcomes. You are a builder of trust—with customers, with delivery teams, and with internal partners. You bring credibility through proximity to the work, and you help teams navigate the unique demands of a Public Sector, cleared environment.

Responsibilities

Delivery Execution & Engagement Health

• Delivery Governance: Own and manage the day-to-day delivery health of assigned engagements, ensuring strict adherence to Salesforce Professional Services Methodology (SPSM) standards, project gates, and outcome-based delivery practices.
• Project Planning & Control: Create, lead, and review project plans; monitor timelines and dependencies; adjust schedules and plans as needed; track utilization of resources against prioritization and budget.
• Program & Project Scope: Lead one or two large enterprise projects or multiple small-to-medium interrelated projects requiring complex multi-functional collaboration at the program level.
• Risk & Issue Management: Monitor project health signals (RYG/PSA Pulses) to proactively identify, track, and resolve project risks before they become issues.
• Project Recovery: Lead or support project recovery efforts on at-risk engagements; partner with the PDL on escalations that require additional oversight.
• Methodology & Execution: Adopt a standardized development lifecycle methodology across engagements; oversee end-to-end implementation planning, issue management, risk tracking, and organizational change.

Customer Engagement & Stakeholder Management

• Primary Interface: Serve as the primary delivery relationship owner and interface for customer stakeholders at the program management, operational, and executive levels—building trust through consistent communication, transparency, and follow-through.
• Advisory & Strategy: Establish and maintain trusted advisor relationships with client stakeholders by providing vision, future product roadmapping, and driving business process improvements.
• Stakeholder Alignment: Facilitate client review sessions, requirement-gathering workshops, and status meetings.
• Escalation & Alignment: Lead difficult conversations regarding scope, budget, timelines, and resourcing; formally document and communicate outcomes while resolving partner concerns.
• Value Realization: Contribute to value realization conversations by helping customers connect delivery progress to mission outcomes and KPIs.

Technical Design & Quality Oversight

• Technical Alignment: Facilitate and guide the creation of technical design documents for complex projects by collaborating directly with Technical Architects and Developers.
• Quality & Deliverables: Responsible for all project deliverables, reviewing work products prepared by the team prior to submission to the client.
• Testing & UAT: As necessary, write and review QA and UAT test scripts; coordinate and lead User Acceptance Testing (UAT) with end users to secure formal sign-offs.
• Technology Adoption: Identify opportunities to demonstrate and leverage the full range of Salesforce technologies (e.g., Agentforce).

Cross-Functional Collaboration & GTM Support

• GTM & Sales Alignment: Partner closely with the PDL on sales-to-delivery handoffs to ensure scoped commitments are honored in execution.
• Pre-Sales Collaboration: Collaborate with Solution Consulting, Technical Consulting, and Services Sales partners to support pre-sales engagements, LOE reviews, and pursuit activities.
• Unified Delivery: Represent the "One Salesforce" delivery perspective in multi-stakeholder environments, including government agency partners and subcontractors.
• Operational Excellence: Manage and track engagement KPIs, project milestones, and delivery metrics; maintain accurate timecard entry/approvals and source-of-truth data in PSA/Org62.
• Practice Enablement: Contribute to internal practice-building efforts, enablement initiatives, and delivery standards.

Required Qualifications

• Delivery & Project Leadership: 8-10+ years of project management experience leading enterprise-scale CRM projects or professional services engagements in complex environments.
• Project Execution: Demonstrated leadership running project teams, budgeting, scheduling, and negotiating contract commitments.
• Salesforce Knowledge: Solid knowledge of the Salesforce product suite and implementation experience across Agile, Waterfall, or Hybrid delivery frameworks.
• Stakeholder Communication: Exceptional executive presence, conflict management, and written/verbal communication skills with program managers and senior stakeholders.
• Public Sector Acumen: Familiarity with the procurement, compliance, governance, and delivery nuances of government programs, including fixed-price contract management.
• Security Clearance: Active SECRET Security Clearance (or higher) required (Top Secret preferred); must be a U.S. Citizen without dual citizenship.
• Travel & Work Environment: Ability to work in a fast-paced environment and travel to client sites for on-site delivery, as needed.
• Education: Bachelor's degree in Business Administration, Information Technology, or equivalent experience.

Preferred Qualifications

• Public Sector / Government Experience: Direct experience delivering technology programs within federal, state, or local government entities.
• Agile & Project Management Credentials: Certified Scrum Master (CSM), SAFe 6 Agilist Certification, PMP, or PgMP certification preferred.
• Salesforce Certifications: Agentforce Specialist, AI Associate/Specialist, Public Sector Solutions Consultant, or equivalent preferred.
• AI Fluency: Familiarity with agentic AI applications, data governance, and trusted AI principles in public sector environments.
• Program Scale: Experience managing and delivering complex programs in the $5M–$50M range.

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. 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: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $143,400 - $216,900 annually

There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $172,200 - $236,700 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.