Engagement Manager at Freshdesk in Denver, CO

The 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 our SAAS products for our customers. The Engagement Manager manages cross-functional teams who are responsible for delivering the implementations on time for our customers with quality results.

Responsibilities

• Be the prime contact for customers during implementation and deployment of our software and services.
• Be responsible for all aspects of project management and coordination, including scope and change request management.
• Work closely with project sponsor and stakeholders in defining project goals and objectives as well as planning and delivering the project
• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully 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 a coordinated set of plans and programs for all phases to meet the goals and priorities of the projects.
• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization
• Ensure the prime objective of “delivering moments of wow to our customers” is always met.
• Define resources requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources.
• Establish and manage communication and risk management plans.
• Coordinate and manage site visits.
• Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders.
• 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-sale).
• Concurrently work on multiple customer implementation engagements.
• Work across multiple time zones.
• 20+% travel may be required.
• May require working outside office hours.
• Take on other assigned responsibilities as required.

Qualifications

• A Bachelor degree
• Relevant experience of managing IT projects related to SaaS products
• 5+ years of IT project management experience, planning, tracking and managing projects that successfully met timelines
• 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.