Full-Time Manager - Customer Engagement

Engagement Manager, 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.

Major Responsibilities:

• Prime contact for customers during implementation and deployment.
• Responsible for all aspects of project management, including scope and change request management.
• Work closely with project sponsors and stakeholders in defining project goals and objectives and planning/delivering the project.
• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to deliver solutions within agreed upon timeframes.
• Conduct pre-kick-off and kick-off meetings to establish and communicate project plans, milestones, goals, and associated processes.
• Lead the development and implementation of coordinated plans/programs for all phases to meet project goals/priorities.
• Participate in establishing best practices, templates, policies, tools, and partnerships to enhance organization capabilities.
• Ensure "delivering moments of wow to our customers" is always met.
• Define resource requirements, organize project teams, and ensure projects are adequately staffed.
• Establish and manage communication and risk management plans.
• Coordinate and manage onsite customer visits.
• Monitor and track project progress, report status to senior management.
• Coordinate with customer and internal teams to develop work/change orders when needed due to changes in scope, schedules, and dependencies.
• Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
• Recommend product enhancements and new product opportunities to the Product Management team.
• Work closely with sales and implementation services to scope and estimate customer engagements (Pre-Sales).
• Work across multiple time zones.
• 20+% travel may be required.
• May require working outside office hours.

Qualifications:

• 7-10 years of Professional Services experience as a project or program manager overseeing SaaS implementation projects (Salesforce, Zendesk, ServiceNow, Jira, etc.).
• Formal project management training and/or certification (PMP Certification is a strong plus).
• Proficient in software projects/products implementation.
• Experience in using project management and presentation tools.
• Experience in writing business requirements and functional specification documents.
• Excellent written and oral communication skills.
• Strong organizational, presentation, and coordination skills.
• Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations.
• Excellent leadership and interpersonal skills.
• Proven track record of working concurrently on multiple customer engagements.

Compensation: $139,700-$200,790 USD Base Salary + Variable Compensation (where applicable)

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