Full-Time Lead Customer Engagement Manager

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 customers.

Key Responsibilities:

• Primary customer contact during implementation and deployment.
• Project management and coordination, including scope and change request management.
• Defining project goals/objectives with project sponsors and stakeholders.
• Developing, executing, and monitoring implementation plans to deliver solutions on time and within budget.
• Conducting pre-kick-off and kick-off meetings.
• Developing and implementing coordinated plans for all project phases.
• Establishing best practices, templates, and tools to improve organizational capabilities.
• Ensuring customer satisfaction (moments of wow).
• Defining resource requirements and ensuring adequate staffing.
• Establishing and managing communication and risk management plans.
• Coordinating onsite customer visits.
• Monitoring project progress and reporting to senior management.
• Coordinating work/change orders for scope, schedule, and dependency changes.
• Communicating with management, customers, sales, and developers to accurately translate business requirements.
• Recommending product enhancements and new product opportunities.
• Scoping and estimating customer engagements (Pre-Sales).
• Working across multiple time zones.
• Potential for 20%+ travel and working outside office hours.

Qualifications:

• 5-7 years of Professional Services experience (project/program management, SaaS implementations).
• Formal project management training/certification (PMP preferred).
• Proficient in software product implementation.
• Experience with project management and presentation tools.
• Strong written and oral communication, 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.

Compensation:

$100,200 - $143,980 USD Base Salary + Variable Compensation.

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