Engagement Manager

Salary depends on experience
Posted on 06/28/18
New York, NY
5 - 7 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 06/28/18

The Professional Services team’s mission is to successfully onboard BetterWorks customers, ingrain our solution into their workflows and to ultimately enable customers to effectively utilize and adopt BetterWorks’ solution over the long-term. The Professional Services team is part of our Customer Success team, which is dedicated to delivering a world-class experience to our customers and helping them embrace Continuous Performance Management (CPM) and goal-setting best practices.  The Engagement Manager is a vital, customer-facing role within the team, leading the charge on customer onboarding and reports to the Professional Services Lead.

Key Responsibilities:

  • Manage multiple concurrent customer implementation projects from start to finish for enterprise customers, including Fortune 500 firms
  • Consult with customers, from IC to Executives, on change management needed for a successful roll-out.  This includes roll-out planning, program design architecture and executive engagement
  • Serve as a Subject Matter Expert on Continuous Performance Management (CPM), including goal-setting and feedback, and the BetterWorks platform.  
  • Support Sales team on the scoping of custom Professional Services deployments and on communicating the value of BetterWorks Professional Services during the sales process
  • Develop and execute against detailed implementation plans, including but not limited to coaching customers on developing tailored communication, training strategy, and technical integrations
  • Closely manage project timeline, T&E, and scope, to ensure on-time on-budget project completion. Document any changes in scope and impact on price as needed
  • Demonstrate cross-functional leadership to deliver exceptional services
  • Ensure a smooth hand-off to Customer Success following each project
  • Help establish and improve the new PS function by building high quality deliverables, repeatable processes, and continually bringing innovative ideas

 

Required Experience & Skills

  • 5 years of experience in leading SaaS implementations for large and complex organizations, including building roll-out plans and consulting on change management
  • Experience in consulting, professional services, customer success or related field
  • Experience in HR, or consulting to HR departments a plus
  • Exceptional client management and communications skills
  • Willingness to travel to customer locations as needed
  • Proven track record of managing multiple concurrent projects with varying complexity levels
  • Strong presentation, meeting facilitation, and written communication skills
  • Strong PowerPoint and Excel skills
  • Experience with Gainsight, JIRA, Salesforce, and Zendesk desired
  • Bachelor’s degreerequired

Perks at BetterWorks:

  • Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience
  • Vibrant company culture with frequent team building events
  • Mentorship opportunities
  • Competitive salary with stock options
  • Daily catered meals
  • Unlimited in-house snacks & drinks
  • Unlimited vacation
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