Lead - Customer Engagement
Lead - Customer Engagement
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Salary Not Disclosed
1 Vacancy
Job Description
The Lead Customer Engagement coordinating closely with customer and internal teams (Product Engineering Marketplace Sales PreSales and Support) is responsible for planning and successful implementation of our SaaS products for our customers. The Engagement Manager manages crossfunctional 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 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 prekickoff and kickoff 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 (PreSales).
Work across multiple time zones.
20 travel may be required.
May require working outside office hours.
Qualifications :
57 years of Professional Services experience as a project or program manager overseeing delivery of SaaS implementation projects such as Salesforce Zendesk ServiceNow Jira etc.
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 timecritical situations
Excellent leadership and interpersonal skills
Proven track record of working concurrently on multiple customer engagements
Additional Information :
The expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of jobrelated factors such as professional background training work experience business needs and market demand. Therefore in some circumstances the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.
Compensation Package
$100200$143980 USD Base Salary Variable Compensation (where applicable)
Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
