Engagement Manager

Role: Engagement Manager

Location: Bellevue, WA or Silver Springs, MD (Day one onsite)

Duration: Long-term

Responsibility:

1. Business Growth
   1. Identify Opportunities to expand the current business, collect inputs from onsite and recommend strategies to explore the opportunity
   2. Identify expansion areas with current customers and new customer groups, work with customer to try and gain them for the organization
   3. Understand Customer technology roadmaps and give inputs to align internal IP projects and investment to ensure business growth
   4. Support in responding to RFI, RFP, proposals by harnessing onsite information
2. Customer Management
   1. Manage the Customer Relations - Map customers (supporters, detractors, fence-sitters) - understand their budget, deployment plans, decision making authority etc. Formulate engagement strategy for each key customer. Generate Customer Value Perception for each key customer and drive offshore project metrics based on this.
   2. Working Rapport with key customers - Be the ''Go-To-Man'' for customers for projects, people, process, infrastructure etc. Single point escalation for the customer for all issues
   3. Ensure getting CSAT feedbacks from customers for the account and projects, and ensure no surprises in feedbacks
   4. Represent project teams in customer meetings and highlight project achievements. Be the spokesperson of organization with the customers - Speak for the organization, communicate the issues faced by the teams, discuss improvement areas in the ongoing projects - technical/process
3. Delivery Support
   1. Proactive Source of information for offshore team for developments/threats/risks/opportunities at onsite, and timely advice on strategies, Risk mitigation plans
   2. Be in sync with delivery team on project progress, status, metrics, risks and dependencies. Ensure alignment of offshore teams with customer value perceptions.
   3. Liaison between offshore and onsite teams/Customers to resolve issues faster
   4. Support for onsite recruitment

1. Sales Support
   1. Support Sales teams from technical side in discussions with customers
2. Onsite team management
   1. People management for organization's onsite engineers -Conduct performance appraisal of onsite engineers (Collect feedbacks from customers)
   2. Periodic touch base with onsite engineers to understand developments in their respective groups
   3. Support onsite team in successful execution of their project tasks, and if required liaison with customer

Qualifications

1. Bachelor's or Master's degree in engineering or related technical field. An MBA in business management is desirable.
2. Professional Project Management Certification from accredited institution preferred
3. 15 -20 years of experience in software development, testing and delivery of complex software projects in the domains of communication or media and broadcasting or networking.
4. Have experience in performing role which involves customer management, onsite-offshore coordination, working with offshore teams, etc
5. Have executed large software projects/programs which involves geographically spread teams
6. Strong project management credentials, demonstrated experience of leading teams
7. Structured Project Management experience - PMP / Agile Certifications are added advantage.
8. Have experience in managing customer escalations independently
9. Strong in communication - both written and oral - and presentation skills
10. Strong in negotiation and ability to get things done
11. Strong sense of personal accountability regarding decision-making and supervising department teams
12. Experience working in a high-level collaborative environment and promoting a teamwork mentality
13. Managerial experience applying analytical thinking and problem-solving skills
14. Ability to predict challenges and seek to proactively head-off obstacles