Engagement Manager
Job Summary
Engagement Managers build great client relationships during the pre-sales and delivery process, and guide customers to project success. They assess the customers' needs and develop plans to achieve them. Engagement managers are responsible for planning, managing and completing a successful BlackLine implementation. This position involves assessing situations, assigning tasks to team members and problem-solving when issues arise.
Roles and Responsibility (list in order of importance)
- Manage customers, partners and internal stakeholders to ensure the best outcome for both customers and BlackLine
- Work with the internal teams during the presales process to assessing and approve level of effort, products and solutions involved, and timing of projects
- Manage the relationship with the customer and partner teams throughout the engagement and serve as main point of contact between customer/partner and BlackLine teams
- Develop a delivery strategy for large scale partner implementation projects
- Create customer project plans complete with budgetary information and resource needs
- Provide leadership to the project team by building and motivating resources to meet project goals, adhering to their responsibilities and project milestones
- Define project success criteria and communicate them to all stakeholders
- Provide status updates cross-organization
- Track and report project financials against estimate; resolve budget issues as they arise
- Manage project scope, timeline and budget changes
- Ensure that projects and programs are proceeding according to scope, schedule, budget and quality standards
- Identify, manage and mitigate project risk
- Act as the escalation point when issues arise with the customer or partner on engagements
- Identify potential upsells to increase revenue and build brand awareness
- Complete other projects duties as assigned
Required Qualifications
Years of Experience in Related Field: At least 3 years of experience in Engagement Mgmt., Project Mgmt., Consulting Services, or Professional Services environment
Education: Bachelor's degree or equivalent work experience
Technical/Specialized Knowledge, Skills, and Abilities:
- Previous project management experience in a revenue driven environment (e.g. Time and materials billing)
- Demonstrated successful completion of complex enterprise-level client implementation projects
- Proven experience to balance multiple projects at any given time and stay on top of all details
- Demonstrated experience communicating and presenting to a diverse set of people across groups and organizational levels
- Experience in SaaS industry and/or Software, as well as issues related to installation, configuration, troubleshooting, and support.
- Experience with large scale ERP systems including SAP and Oracle
- 4 years of experience with BlackLine Products preferred
- Advanced Knowledge/experience in Accounting, Audits, Financial Services, Software Technology, SaaS industry and/or related experience
- Excellent communication skills, strong organizational skills and attention to detail
- Effective problem-solving and conflict resolutions skills
- Ability to deliver world-class service and high-impact results while navigating challenging situations
- Ability to manage self and others under pressure and time-sensitive deadlines
- Ability to facilitate and harness cross-team collaboration working with teams in-person and virtually
Preferred Qualifications
- 2 years of experience in the audit/accounting industry
- 2 years of experience with BlackLine Products
- PMP certification
- Proven results as an Engagement Manager or Project Manager
- Proficient in MS Office and CRM/project management software
- Customer-oriented approach
- Sharp business acumen
- Excellent verbal and written communication abilities
Working Conditions
Work is primarily sedentary in nature; no special demands required. Up to 30% travel may be required