Senior Engagement Manager

The Engagement Manager is an integral part of the services organization and a customer-facing representative of the company. The Engagement Manager is responsible for the successful delivery of Nexthink’s solutions and services within a customer environment in such a way as to meet or exceed a customer’s reasonable expectations of the solution’s technical and business benefits.

The Engagement Manager’s role requires a hard-working and enthusiastic person with strong technical and communication skills and the ability to establish and maintain confidence with colleagues and customers. A proven track record of project managing enterprise software deployments on behalf of vendors is essential, as is the ability to travel as and when required.

Key functions:

• Own the entire services engagement lifecycle: from assisting the services sales process and managing the services contracting process, through to successful delivery, sign-off and billing with no customer disputes.
• Lead the engagement implementation team, manage ongoing staff resourcing.
• Produce and maintain all relevant project documentation: scoping, statements of work, project plans, budgets, risk registers, change orders and status reports.
• Provide advice and guidance relating to the impact of the solution on a customer’s organization, pro-actively recommending approaches to mitigate any delivery risk to the engagement.
• Identify further opportunities to provide incremental value within a customer and work with commercial teams to progress.

Requirements

• 4-year degree in Information Technology, Computer Science, Computer Engineering or the equivalent
• Certified in the ITIL Methodology
• Proven experience in leading the deployment of complex enterprise solutions in a multi-vendor environment including working in partnership (or subcontracting to) Systems Integrators.
• Ownership of all aspects of services contracting process including resolution of any negotiations by involving senior management as appropriate.
• Relevant project management certifications.
• Minimum of six years of relevant project management work experience with at least four years working for a software vendor in a customer-facing role (two of which should have been in delivering SaaS-based solutions). PMI-Project Manager Professional Certification Preferred
• Demonstrable successful delivery of multiple engagements.
• Demonstrable strong communication skills (written, presentational and interpersonal) with the ability to consult and influence within culturally diverse, multinational organizations.
• Ability to guide and resolve any escalated delivery issues through judicious involvement of company management and optimal deployment of company resources.
• Be committed to customer satisfaction