Salesforce Engagement Manager

About the role

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

Ten Great Reasons to Work at Verndale

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

Compensation & Benefits

In accordance with applicable law, the salary range provided is Verndale's reasonable estimate of the salary for this role. The actual amount may vary, based on non-discriminatory factors such as location, experience, knowledge, skills and abilities. In addition to salary, Verndale also offers a competitive benefits package.

Verndale is proud of the fun, diverse, and respectful company environment we enjoy on a daily basis. Competitive compensation and comprehensive coverage for medical, dental, life, disability and an RRSP savings plan are offered to all salaried, full-time employees. Ample company paid holidays and personal time off make having a work-life balance possible. For some roles, remote work is a definite possibility; we believe in hiring the best and keeping our own happy and motivated.

Verndale is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston, Montreal, Los Angeles, Quito, and hubs across the Americas, we partner with marketing and technology leaders to deliver personalized web, mobile, and ecommerce solutions that elevate customer experiences. 

At Verndale, we thrive on collaboration and innovation, offering a full range of services that span strategy, design, development, personalization, SEO, analytics, and digital advertising. We celebrate diversity and inclusion, striving to create a climate of respect essential for both individual and company success.

If you're ready to be part of a passionate team dedicated to making an impact and driving growth, we invite you to explore a career at Verndale.