Engagement Delivery Senior Manager - LSC

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. About the Role The Life Sciences Engagement Delivery Senior Manager is a senior, delivery-focused individual contributor within Salesforce Professional Services, focused on our Life Sciences customers. As an IC, you hold no direct reports, yet you lead cross-functional project teams across complex Life Sciences Cloud engagements. These are multi-workstream implementations for pharma, biotech and medtech customers, where delivery quality is visible to senior business and IT stakeholders. You own end-to-end delivery for your engagements. This covers scope, plan, budget, risk and quality, from kickoff to go-live and handover. You lead the Salesforce project team, run steering committees and manage the customer relationship up to director and VP level. You partner with Program Executives and Professional Services leadership on the most strategic accounts. The ideal candidate combines Life Sciences domain credibility (pharma, biotech, medtech or related sectors) with IT or management consulting delivery experience. You use that credibility to advise customers, partners and internal teams. Engagement Delivery Senior Managers help deliver AI and Agentforce transformations. These speed up drug commercialisation, simplify field and HCP engagement, and modernise commercial and medical operations through intelligent agents. You are measured on delivery outcomes, risk management and customer confidence. Your Impact AI and agentic delivery are part of how you work: You use AI tooling and agentic workflows to reduce manual effort, speed up insight and improve how your teams deliver. You show the productivity gains our Life Sciences customers expect from Salesforce. Engagement success is well defined and honored: You set the delivery approach, governance and plan, and align customer stakeholders on objectives, outcomes and KPIs. Customer outcomes have clear ownership: You are the delivery contact for your engagements. You communicate on expectations, performance, governance and escalations with the customer and within Salesforce, up to director and VP level. You earn trust through accurate forecasting, honest risk communication and follow-through. The delivery team performs better because you lead it: You lead, coach and uplift architects, consultants and project managers without positional authority. You contribute to the processes, assets and methodologies that raise delivery standards across Life Sciences. The full engagement is yours to deliver: You oversee delivery from scoping to go-live and are accountable for meeting contractual commitments. You own engagement financials: forecast, utilisation, change control and bid-versus-delivered margin. Value delivered turns into adoption and consumption: You drive the changes needed to meet customer objectives, especially around AI and agentic capabilities. You use your Life Sciences and product expertise to link solution design, governance and stakeholder decisions to measurable business impact. Risk is identified and managed early: You identify, mitigate and escalate risk early, and you bring a recommended path, not just a problem statement. You manage regulated-industry risk, including GxP and validation, data privacy and promotional compliance. Customer relationships create new opportunities: You build relationships that help Salesforce expand its work with customers. You work with Sales, Success, Technology, Product and Support to drive adoption and keep One Salesforce alignment. You also partner with Resource Management on staffing and Resource Requests, and with Sales on scoping, SOW shaping and Services Work Exception governance. Minimum Requirements - Demonstrated use of AI productivity tools, automation or agentic workflows in professional services or program delivery, with measurable impact on efficiency or customer outcomes - 8+ years of professional services or consulting delivery experience, with direct accountability for execution across scope, financials, risk and customer outcomes - 3+ years leading large, complex, multi-workstream programs or a portfolio of engagements ($3M+ scope) with measurable outcomes - 3+ years of direct Life Sciences industry experience (pharma, biotech, medtech or related sectors), enough to engage credibly with commercial, medical, regulatory and IT stakeholders - Experience leading cross-functional delivery teams across geographies and workstreams, including third-party system integrators, without positional authority - Experience managing engagement financials: forecasting, revenue control, utilisation and delivered-versus-bid margin - Working knowledge of system implementation and operational readiness in regulated Life Sciences environments (for example GxP/CSV, data privacy and promotional compliance) - Proven ability to run steering committees and customer relationships, including difficult data-driven conversations on budget, resources, timelines and outcomes - Strong executive presence and communication skills, verbal and written, tailored to technical, commercial and regulatory audiences - Ability to operate as a billable IC where the engagement requires it Preferred Qualifications - Hands-on delivery of Agentforce or equivalent AI platform implementations, with the ability to advise Life Sciences customers on agentic transformation - Knowledge of Life Sciences commercial operations: field and HCP engagement, omnichannel, territory management, sampling, MSL workflows, compliance controls and data-driven customer insights - Experience with Salesforce Life Sciences Cloud, or with Veeva CRM, IQVIA OCE or similar CRM platforms for pharma and biotech, including migrations PMP, PgMP or SAFe certification, or equivalent program management discipline - Salesforce certifications (Admin, Sales Cloud, Service Cloud, Life Sciences Cloud), available through the global education reimbursement program - Experience in outcomes-based or fixed-fee delivery models where margin is set at proposal and protected through execution - Ability to negotiate and resolve conflict in delivery, including change orders, scope disputes and steering committee decisions - Fluency in English + language, e.g. German, Italian or French to support Swiss customers Additional Information - Travel approximately 25%, depending on customer need - Bachelor’s degree required - Location: Zurich or Lausanne - Reports to: Services Delivery Leader 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. 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