Engagement Manager

Main Responsibilities 

• Manage Enterprise-Level Salesforce Implementations: Oversee end-to-end management of complex Salesforce implementations from initiation to go-live and post-deployment support. 

• Client Relationship Management: Own and manage the relationship with client project managers, ensuring clear communication and alignment of objectives. 

• Project Documentation: Take full responsibility for documenting requirements, process flows, user guides, training materials and prototyping Salesforce solutions. 

• Project Planning: Create and own detailed project plans, including risk and issue logs, dependency lists and timelines to ensure successful project delivery. 

• Ticket Management: Create clear and detailed tickets and user stories for developers and configurators working on the Salesforce platform. Track the resolution of tickets and user stories to ensure smooth project progression. 

• Testing and Bug Triage: Manage the testing process for Salesforce solutions, provide input to test scripts and coordinate the triage of bugs identified during testing. 

• Salesforce Knowledge: Regularly train on the Salesforce platform to ensure your knowledge remains at the forefront of new features, updates and best practices. 

• Internal Project Management Tools: Maintain and update project information within Merkle’s internal project management tools, ensuring accuracy and transparency. 

• Salesforce Certification: Commit to acquiring at least one Salesforce certification within the first 6 months of employment. 

• Regular Reporting: Provide regular updates on project progress to the management team, highlighting key achievements, challenges and next steps. 

• Change Management: Oversee the management of change throughout the project delivery, ensuring smooth transitions and stakeholder buy-in. 

• Project Handover: Manage the formal handover of completed projects to customers and/or support teams. 

• Team Management: Line manage more junior resources within the Engagement Manager team, providing mentorship, guidance and professional development. 

• Internal Process Improvement: Lead internal initiatives to improve Merkle’s Salesforce implementation methodology and delivery process. 

Experience and Education 

• Minimum of 5 years’ experience in managing IT projects, with a focus on Salesforce or CRM implementations. 

• Extensive experience in various project and program management methodologies (e.g., Agile, Waterfall) in a range of business environments. 

• Demonstrated technical understanding of Salesforce platforms and ecosystem, with the ability to translate business requirements into technical solutions. 

• Experience working with Agile software development methodologies, such as SCRUM. 

• A formal project management qualification or training (e.g., PMP, PRINCE2) is beneficial. 

• Strong understanding of the Software Development Lifecycle (SDLC) and its application in project management. 

Key Skills 

• Exceptional client-facing communication and interpersonal skills. 

• Proven ability to manage complex, multi-faceted projects and lead cross-functional teams. 

• Strong organizational and problem-solving skills. 

• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment. 

• Ability to quickly adapt to new tools and technologies, particularly within the Salesforce ecosystem.