Full-Time Lead - Customer Engagement

Lead - Customer Engagement, coordinating closely with customer and internal teams (Product, Engineering, Marketplace, Sales, Pre-Sales and Support), is responsible for planning, execution and successful implementation of SaaS products.

Major Responsibilities:

• Be the primary contact for customers during implementation and deployment of software/services.
• Manage all aspects of project management and coordination, including scope and change request management.
• Work with project sponsors & stakeholders to define project goals and objectives, plan, and deliver the project.
• Develop, execute, and monitor implementation/deployment plans with customers and internal teams.
• Conduct pre-kick-off and kick-off meetings to communicate project plans, milestones, goals, and processes.
• Lead development & implementation of coordinated plans & programs to meet project goals.
• Establish best practices, templates, policies, tools, and partnerships to improve organizational capabilities.
• Ensure "delivering moments of wow to our customers" is prioritized.
• Define resource requirements, organize project teams, and ensure adequate staffing.
• Establish and manage communication and risk management plans.
• Coordinate & manage onsite customer visits.
• Monitor project progress and work efforts, reporting project status to senior management.
• Coordinate with customer & internal teams to develop work/change orders for scope, schedule, and dependency changes.
• Communicate effectively with management, customers, sales, and developers to ensure accurate implementation of business requirements.
• Recommend product enhancements & new product opportunities to the Product Management team.
• Scope and estimate customer engagements with sales and implementation services (Pre-Sales).
• Work across multiple time zones.
• 20%+ travel may be required.
• May require working outside office hours.

Experience & Skills:

• 5-7 years of Professional Services experience as a project or program manager.
• Experience in SaaS implementation projects (e.g., Salesforce, Zendesk, ServiceNow, Jira).
• Formal project management training &/or certification (PMP Certification preferred).
• Proficient in software project/product implementation.
• Experience with project management and presentation tools.
• Experience in writing business requirements and functional specification documents.
• Strong written & oral communication skills.
• Strong organizational, presentation, and coordination skills.
• Ability to prioritize, work creatively, and solve problems in time-critical situations.
• Excellent leadership and interpersonal skills.
• Proven track record of managing multiple customer engagements concurrently.

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