[Hiring] Engagement Lead, Extended Services @Neocol

Role Description

As an Engagement Lead on the Managed Services Team, you will clearly articulate client business requirements for our subscription-based clients. You'll be analyzing business data, goals, objectives, and needs and making recommendations and changes to improve our customers' experience. You will lead customer engagements, manage scope and budget, and serve as the primary client point of contact.

• Lead the Customer Readiness phase (with support from other resources as required)
• Work collaboratively with Solution Leads and Consultants in delivering SOWs
• Serve as the customer's primary point of contact and first-level escalation point
• Manage the engagement scope, schedule, issues/risks, and budget
• Prepare status reports/progress reports each week and lead status meetings with the customer
• Facilitate resourcing and forecasting
• Lead internal and external stand-up meetings
• Oversee timelines and team progress
• Ensure overall success of engagement (escalations, project health, etc.)
• Understand the client's changing needs and update the plan accordingly
• Maintain service excellence and ensure customers are achieving the goals they were looking to achieve when they purchased the service
• Foster strong relationships with clients to create trusted partnerships and identify areas for further account expansion
• Facilitate discussions with client stakeholders to understand and document requirements and business processes
• Gain alignment and approval of requirements and acceptance criteria while managing user stories throughout the duration of their lifecycle
• Serve as a liaison between technical teams and business stakeholders
• Facilitate solution demonstrations (sprint and final demos) efficiently
• Support solution documentation and end-user training
• Support the broader delivery team in the execution of change management and quality assurance
• Occasional travel may be required as part of this position's responsibilities

Qualifications

• 5+ years of experience in customer-facing roles
• 5+ years of experience in the field of client success or equivalent, in improving customer satisfaction, adoption, and loyalty
• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
• Experience matching user requirements to Salesforce solutions
• Previous experience working cross-functionally with technical and non-technical resources
• Experience analyzing data and identifying opportunities to drive meaningful standardization of data and processes regionally and/or globally

Requirements

• Self-starter with ability to take initiative and drive results
• Highly organized with the ability to manage and prioritize while simultaneously working both collaboratively and independently
• Excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences
• Agile and can work well in environments where objectives and priorities are reviewed and assessed regularly
• Ability to understand varying client needs and respond flexibly and creatively, working with internal resources to recommend and implement the highest ROI
• Collaborative approach, working together as a team to drive value in every interaction and implementation
• Creative problem-solving in the way we solution with customers and work with teammates
• Commitment to trust, operating in a fun, open, and ethical environment
• Results-focused mindset with ownership of critical metrics
• Passionate about what you do, why you do it, and the impact it has on customers, employees, and partners

Benefits

• Competitive compensation and benefits
• Flexible time off that supports real work-life balance
• A monthly home office stipend
• Employer-matched 401(k)
• Comprehensive medical, dental, and vision coverage
• Adoption assistance
• Ongoing internal training and development opportunities