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 for our customers.

The Engagement Manager manages cross-functional teams responsible for delivering implementations on time with quality results.

1. Be the prime contact for customers during implementation and deployment.
2. Manage all project aspects, including scope and change requests.
3. Work with project sponsors and stakeholders to define project goals and objectives, plan, and deliver the project.
4. Develop, execute, and monitor implementation plans with customers and internal teams to deliver solutions on time.
5. Conduct pre-kick-off and kick-off meetings to communicate plans, milestones, goals, and processes.
6. Lead the development and implementation of coordinated plans for all project phases.
7. Establish practices, templates, policies, tools, and partnerships to expand capabilities.
8. Ensure "delivering moments of wow to our customers" is always met.
9. Define resource requirements, organize project teams, and staff projects adequately.
10. Establish and manage communication and risk management plans.
11. Coordinate and manage onsite customer visits.
12. Monitor project progress, track work efforts, and report project status to senior management.
13. Coordinate with customer and internal teams for work/change orders due to changes in scope, schedule, or dependencies.
14. Communicate with management, customers, sales, and developers to accurately translate business requirements.
15. Recommend product enhancements and new product opportunities to Product Management.
16. Work with sales and implementation services to scope and estimate engagements (Pre-Sales).
17. Work across multiple time zones.
18. May require 20+% travel.
19. May require working outside office hours.

Requirements

• 5-7 years of Professional Services experience managing SaaS implementation projects (Salesforce, Zendesk, ServiceNow, Jira, etc.).
• Formal project management training/certification (PMP a plus).
• Proficient in software projects/products implementation.
• Experience with project management and presentation tools.
• Experience writing business requirements and functional specifications.
• Excellent written and 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 working concurrently on multiple customer engagements.

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