Engagement Manager - US based

ABOUT THE ROLE:

We are seeking a solutions-oriented Engagement Manager to join our firm. The ideal candidate for this role will seek to build and maintain strong client relationships, actively collaborate with leadership teams and strategize on new business opportunities.
To manage customer relationships effectively, the Engagement Manager must possess excellent communication, leadership, and analytical skills. Acting as a liaison between customers and internal teams is also essential to ensure seamless communication and service delivery. 

RESPONSIBILITIES:

In this role, you'll get to...

• Discover, articulate, and obtain agreement on the customer organization's needs/wants/desires within the engagement subject area scope, then align with the organization's mission/vision and our expert advice. Based on the above, deliver and create the Strategic Priorities and Initiatives roadmap to be followed to ensure there is no latent conflict between what the client wants but company actually needs.
• Lead the discussion with clients to get clarity of purpose and goals.
• Document and draw the ideas to the right level of detail that enshrine needs, wants, and desires, separately.
• Hands off the technical leadership to the company’s subject matter experts (SME's IE the ITSM Architect) and manage the workflow between the fulfillment cycle teams
• Act as a solution guide and delivery manager including project planning, resource allocation, risk management, and budgeting.
• Represent the clients needs and perspective for the team between client and vendors
• Provide project management oversight
• Perform middle management duties
• Develop and maintain strong relationships with customers and ensure customer satisfaction throughout the project lifecycle.
• Integrate world-class problem solving, industry and functional expertise, and proprietary tools and capabilities to create change and lasting impact.
• Provides high-quality solutions to the clients with short- mid- and long-term stratifications if necessary.
• Oversee the engagement strategy, tracking metrics and monitor budgets.
• Manage and escalate project risks and issues to internal stakeholders and customers, ensuring timely resolution.
• Identify new business opportunities and work with the sales team to generate new business that meet the clients needs and requirements.
• Act as a point of contact for customer inquiries, concerns, and feedback, ensuring excellent customer service.
• Ensure compliance with internal processes, procedures, and quality standards.
• Perform other duties related to the role.

REQUIREMENTS:

On day one, we'll expect you to...

• have excellent communication and interpersonal skills with the ability to build well-rounded relationships with customers and internal stakeholders
• have excellent listening and documentation skills to represent the clients needs and requirements for the team
• be able to clearly communicate and emphatically state what needs to happen
• possess strong project management skills, with the ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines
• have exceptional analytical and quantitative problem-solving skills, with the ability to identify and mitigate project risks and issues 
• be able to refuse to talk tech / outside the expertise and refers to the assigned person
• have outstanding records of academic and managerial or professional achievement
• be able to work effectively with people at all levels in an organization
• have a Bachelor’s Degree in Business, Management or similar field
• have minimum of 5 years of experience as a Customer Relationship Manager
• have 3+ Years in IT Project Management or IT Management 
• possess expert knowledge of the life cycle of engagement marketing
• demonstrate superb verbal and written communication skills
• have excellent leadership and organizational skills, with the ability to motivate cross-functional teams to deliver successful projects
• have highly developed attention to detail and strong documentation skills, with the ability to create and maintain project plans, proposals and reports
• possess strong business acumen and understanding of customer needs, with the ability to identify new business opportunities
• have a fully functional and up-to-date computer with which to perform duties
• be willing to install next generation end point protection on the computer
• be a US Citizen
• be willing to accommodate US Pacific time zone

NOTE:

• This is a Hybrid Position-Remote office, must be willing to travel up to 50% of the time to local and regional client offices.