Engagement Lead, Managed Services

Passion Driven. Purpose Guided. Our People Make the Difference.

Why Neocol?

Neocol helps the world’s most innovative subscription companies solve their most pressing initiatives to ignite outpaced subscription performance. As the largest pure-play Salesforce Summit Partner specifically dedicated to the subscription economy, Neocol has created repeatable playbooks and assets that empower transformation at the highest level. 

Day in the Life of an Engagement Lead on the Managed Services Team: 

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.

• Lead the ‘Customer Readiness’ phase (with support from other resources as required)
• Work collaboratively with our Solution Leads & Consultants in delivering SOW’s
• 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 report/progress report each week and leads status meetings with the Customer
• Facilitate resourcing & 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 that 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 ability to identify areas for further account expansion
• Facilitate discussions with Client stakeholders in order to understand and document requirements and business processes
• Gain alignment and approval of requirements & 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 demo’s) 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

Our Core Values in Action

• Collaboration: Across all key stakeholders (employees, partners, customers), it is essential that we work together, as a team, to drive value in every interaction and implementation.
• Creativity: We enjoy getting creative in the way we solution with our customers, work with our teammates, and drive value with our partners.
• Trust: It is important that Neocol operate in a fun, open, and ethical environment. Trust is key to our culture.
• Ownership: We are an environment focused on results and each individual has critical metrics that they are responsible for in order to help our customers and our organization.
• Passionate: Care about what you do, why you do it, and the impact that it has our customers, employees, and partners.

Required Qualifications

• 5+ years of experience in customer facing roles
• 5+ years of experience in the field of client success or the 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)
• You’re a self-starter with experience matching user requirements to Salesforce solutions.
• You should be highly organized with the ability to manage and prioritize while simultaneously working both collaboratively as well as independently.
• Work cross-functionally with technical and non-technical resources.
• You have excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences.
• You are 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 for our clients
• 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.
• Highly organized with the ability to manage and prioritize while simultaneously working both collaboratively as well as 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.

Preferred Qualifications

• Knowledgeable about the following is a plus: Revenue Cloud, Sales Cloud, Service Cloud, B2B Commerce, Experience Cloud, Mulesoft, Tableau/CRM, RightRev, NetSuite/ARM

A Foundation Built on a Solid Culture

• Ladies+ League
• DE&I Committee
• Neocol Cares
• Mentorship Opportunities:
• Neocol North Star Program
• Neocol Navigate Program

Compensation is More than Salary

• Fully remote workforce ensures that you have the tools you need to successfully perform your job and create a proper balance of work and personal life
• Employer match 401(k) plan
• Medical, vision & dental benefit offerings
• Adoption Assistance Program 
• Flexible PTO
• Mobile & Internet reimbursement
• Certification Bonus Program

Please note:

Neocol is an equal opportunity employer. Neocol does not discriminate against any employee or applicant because of race, religion, sex, sexual orientation, age, national origin, ancestry, disability, arrest or conviction record, marital status, military service or any other characteristic protected by applicable local, state or federal law and reasonably accommodates applicants and employees as required by applicable law.