Manager - Customer Engagement

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.Major 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 sponsors and stakeholders in defining project goals and objectives as well as planning and delivering the projectWork closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans to successfully deliver solutions within agreed upon timeframesConduct 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 onsite customer 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-Sales).Work across multiple time zones.20+% travel may be required.May require working outside office hours.