REWS Customer Engagement Director

Job description

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 Real Estate & Facility Management 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 Real Estate and Workplace Services: The Real Estate and Workplace Services (REWS) organization designs, operates, and evolves the environments and experiences that enable Salesforce employees and customers to do their best work. Spanning more than 30 countries, our Agentic Campus reflects our values and culture – bringing together humans, agents, and robots to create inclusive, purpose-driven spaces where people feel a true sense of belonging. As customer zero of Salesforce’s own technology, REWS is leading the way, creating innovative and dynamic spaces that provide seamless and inspiring workplace experiences. The Experience: Salesforce is seeking a proactive, strategic, and high-energy leader to enhance our customer and partner relationships within the Real Estate & Workplace Services (REWS) organization. Reporting to the VP, Business Operations & Strategic Initiatives, this role is dedicated to ensuring that when we engage with external partners, customers, and landlords, we show up as a unified and proactive partner. You will be the primary orchestrator of our customer engagement, connecting the dots between our subject matter experts, our physical campus, and the Salesforce products that power it. By creating new ways to track engagements and coordinating across internal functions, you will ensure our follow-ups are seamless and our impact on the sales motion is quantified. You will partner closely with our Communications team to help develop and deliver a consistent, high-impact narrative that showcases REWS as the first and best consumer of our own technology. What you'll Actually Be Doing:Relationship Orchestration & Engagement Unified Front: Coordinate across account teams and internal REWS functions to ensure we show up with "one voice." You will eliminate silos by ensuring all team members are briefed on history, data points, and previous interactions. SME Coordination: Work successfully across functions (Tech Enablement, Business Ops, Comms, etc.) to ensure the right Subject Matter Experts are engaged for tours, presentations, and high-stakes meetings. External Hosting: Manage external hosting on our campus, ensuring every visit strengthens our strategic relationships with customers, vendors, and landlords. Customer Zero Storytelling Support Narrative Partnership: Collaborate closely with our Communications and Tech partners to help develop and deliver the "Customer Zero" story, ensuring it highlights Salesforce products that resonate with real estate needs (e.g., Sustainability, Field Service, and AI-enabled tools and innovations). Global Narrative Governance & Standardization: Act as the global gatekeeper for the "Customer Zero" story by establishing a standardized messaging framework and terminology. You will ensure that core narrative pillars remain intact across all global touchpoints—from London to Tokyo to San Francisco—ensuring the Salesforce story remains compelling, credible, and consistent whether delivered by a local site lead or an executive. Proof Points: Utilize real-time metrics from our global office portfolio (including energy savings, ROI on agentified tools, employee experience, facilities management innovations, real estate best practices, and beyond) to provide Sales teams with credible, data-backed evidence that our solutions work. Operational Tracking & Insight Engagement Tracking: Build and manage new tools and frameworks to track "who, what, and where." This includes maintaining a single source of truth for engagement history, meeting agendas, and discussion topics. Outcome Management: Be the driver of accountability—tracking meeting outcomes and pending action items to ensure no customer request or lead falls through the cracks. Product Feedback Integration: Create a formal mechanism to funnel customer insights from the "field" (the campus) back to Product and Engineering teams, ensuring REWS stays at the forefront of the "Customer Zero" mission. Quantifying Value: Document the time and resources dedicated to sales support to generate impact reports that prove the ROI of REWS participation in the sales motion. You're Our Person If...Professional Experience: 12+ years of experience in customer engagement, strategic program management, or business operations within a fast-paced corporate environment. Operational Excellence: Highly organized and proactive self-starter with a proven ability to "connect the dots" across complex projects and anticipate business needs without constant direction. Executive Presence & Alignment: Exceptional ability to navigate a matrixed organization and align diverse, high-level stakeholders (Sales, Biz Ops, Comms, Tech) toward a unified strategic goal. Presentation & Communication Skills: Proven experience presenting to customers, external partners, and senior internal stakeholders, with the ability to communicate clearly and engage diverse audiences. Sales Motion Exposure: Base line understanding of the sales lifecycle and experience supporting account teams to drive customer success and strategic growth. Data-Driven Mindset: Proven track record of developing and managing tools or frameworks to track engagement activity, sentiment, and follow-up accountability. Technological Fluency: A strong understanding of AI-driven workplace solutions and digital tools, with the ability to translate technical features into clear business value. Even better if… Familiarity with real estate, facilities, workplace services, or enterprise technology is a plus. 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. 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