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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.

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.

Salesforce Professional Services LATAM is entering a defining new era — the Agentic Enterprise. With our Delivery organization now fully integrated into the LATAM regional structure, we are positioned to deliver seamless, end-to-end customer experiences with unprecedented speed and precision. Our teams operate across Brazil, Mexico, Growth North, and Growth South markets, collaborating as one unified force to drive transformational outcomes for our customers.

Overview of the Role

Salesforce is seeking an experienced Engagement Delivery Senior Manager to join the LATAM Professional Services Delivery team. ,This role is central to executing and owning the delivery of complex, multi-cloud Salesforce implementations across the region.
The Engagement Delivery Director is a senior individual contributor and delivery leader who owns the customer relationship from a delivery standpoint, drives project health, and ensures our customers realize measurable business outcomes. This role operates at the intersection of delivery excellence, commercial accountability, and executive relationship management.

Your Impact

Delivery Leadership

• Own end-to-end delivery of complex, multi-cloud Salesforce engagements, ensuring on-time, on-budget, and high-quality outcomes
• Serve as the primary executive point of contact for customers throughout the engagement lifecycle
• Drive delivery governance, risk identification, and corrective action to prevent escalations
• Lead project kick-offs, executive steering committees, and milestone reviews
• Partner with Technical Architects and Solution Consultants to align delivery approach with customer objectives

Customer Success & Relationship Management

• Build and maintain trusted, strategic relationships with C-level and senior customer stakeholders
• Translate complex business challenges into actionable delivery plans and outcomes
• Identify and drive expansion opportunities (follow-on work, additional clouds, new business units) in partnership with the Services Sales team
• Represent Salesforce's delivery capabilities and methodologies with credibility and executive presence

Commercial Accountability

• Own the financial health of assigned engagements — revenue recognition, margin, utilization, and forecasting
• Partner with pre-sales on scoping, SOW development, and resourcing
• Support accurate pipeline and backlog reporting in alignment with the Portfolio Services operating model
• Proactively identify and escalate commercial risks and opportunities

Regional Collaboration

• Contribute to LATAM-wide delivery excellence, CSAT improvement, and knowledge sharing

Required Qualifications

• 10+ years of professional services, consulting, or program/project management experience
• 5+ years of experience managing large-scale, complex technology implementations (Salesforce platform experience strongly preferred)
• Demonstrated track record of owning executive-level customer relationships and driving successful outcomes on high-visibility engagements
• Strong financial acumen — experience managing P&L, revenue forecasting, and engagement margin
• Excellent communication, facilitation, and executive presence skills in both Spanish and English (Portuguese a plus)
• Proven ability to lead and influence cross-functional teams in a matrix environment
• Experience operating in a fast-paced, high-growth regional environment with multiple concurrent engagements
• Agile/Scrum delivery methodology certifications
• PMP, PgMP, or equivalent project/program management certifications

Preferred Qualifications

• Experience delivering Salesforce multi-cloud implementations (Sales Cloud, Service Cloud, Marketing Cloud, Mule Soft, Data Cloud, Agentforce, etc.)
• Experience in industries such as Financial Services, Manufacturing, Retail, or Public Sector in the LATAM market
• Active Salesforce certifications (or ability to achieve upon hire)

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.

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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.