Manager, Cro Customer Engagement

Job Category

Operations

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.

The Office of the Chief Revenue Officer (CRO) is seeking a highly motivated and operationally excellent Lead, Executive Customer Engagement to orchestrate and scale the CRO’s high-volume 1-1 and 1-many engagement with our most strategic customers across the EMEA region.

This role is the operational engine behind the CRO’s 60+ quarterly customer 1-1 meetings. You will be responsible for the end-to-end management of each engagement, from initial request to post-meeting follow-through. You'll also support the execution of 1-to-many executive programs, such as thought leadership dinners and executive hospitality at major events. Partnering closely with and guided by the Sr. Director of CRO Strategic Engagement, you will ensure every customer interaction is meticulously planned, strategically aligned, and flawlessly executed, ultimately strengthening our customer relationships and driving business momentum.

**Key Responsibilities**:
1. Pre-Meeting Strategy & Preparation
- Intake & Prioritization: Manage the pipeline of incoming customer meeting requests for the EMEA region, partnering with OU leadership to assess strategic importance and align with the CRO's priorities.
- Executive Briefing: Develop comprehensive executive briefing documents for the CRO, leveraging best practices and processes developed by the CRO Office. This involves synthesizing information from account teams, distilling complex customer histories into concise insights, and clearly articulating meeting objectives, talking points, and desired outcomes.
- Stakeholder Orchestration: Drive alignment across internal teams (Account Executives, Solution Engineers, Customer Success, Product Marketing) to ensure a unified strategy and clear roles for each customer engagement.

2. Meeting Execution & Support
- Executive Readiness: Ensure the CRO is fully prepared and equipped with all necessary materials and context ahead of every meeting.
- Real-Time Support: Serve as the primary point of contact for account teams for any last-minute adjustments or logístical needs, ensuring a seamless experience.
- Information Capture: Attend key meetings as needed to capture critical action items, decisions, and customer feedback to ensure rigorous follow-through.

3. Post-Meeting Follow-Up & Analysis
- Action & Accountability: Systematically track all follow-up items and commitments, ensuring clear ownership and timely execution by the responsible teams.
- Executive Communications: Draft timely, high-impact follow-up communications from the CRO to customer executives, reinforcing key messages and next steps.
- Impact Analysis: Partner with the Sr. Director of Strategic Engagement to track and analyze the effectiveness of customer engagements, identifying trends and opportunities for process improvement.

4. Scalable Operations & Program Management
- Process Excellence: Develop and refine playbooks, templates, and best practices to standardize the engagement process, enabling efficiency and excellence at scale.
- 1-to-Many Event Support: Support the planning and execution of 1-to-many executive programs, including thought leadership dinners, exclusive roundtables, and executive hospitality at major events.
- Rhythm of the Business: Manage the calendar and rhythm of the CRO's customer engagement pipeline for EMEA, providing visibility to key stakeholders (OU leaders and their teams) and ensuring a proactive, well-managed schedule.

**Qualifications**:

- 4-5+ years of experience in a customer-facing role (e.g., Sales, Solution Engineering, Customer Success, Professional Services), strategic consulting, or a program management/chief of staff function within a go-to-market organization.
- Deep understanding of enterprise sales cycles and the dynamics of a go-to-market organization, preferably within a technology or SaaS environment. Salesforce experience is a strong plus.
- Exceptional written and verbal communication skills, with a proven ability to craft clear, concise, and professional content for C-level audiences.
- Impeccable organizational and program management skills, with the ability to manage dozens of concurrent workstreams, prioritize effectively, and maintain meticulous attention to detail in a fast-paced environment.
- High EQ and stakeholder management skills; you know how to build rappor