Engagement Manager

JOB DESCRIPTION

● PMP Certified (or similar 3+ yr min EM / PM experience)

• Strong communication skills, both written and verbal - ability to lead (and redirect as needed) a dynamic 2-way discussion with the customer specific to their project scope, requirements and questions

● Ability to lead a team and navigate / succeed in a weak matrixed organization with various internal stakeholders (mgmt, resource mgrs, partner ecosystem, shared services, services sales, SAs) all with different priorities.

● Ability to upsell to exec level stakeholders, PMs and admins (trusted advisor). Finding new opportunities when there are misalignments in scope, budget, timeline, expectations, etc

● Ability to proactively avoid escalations and raise issues early. When they do happen, ability to understand the issue and mitigate / negotiate an agreeable outcome

● Ability to work with client executives and manage escalations and situations dynamically.

Responsibility

• Review Salesforce opportunity including SOW, QQ, services notes and assign resources included in salesforce account record
• Identify/assess potential risks due to discrepancies between documents
• Include risk conversations during internal KTs, discuss customer communication and mitigation strategies
• Conduct internal KT with Account team (AE, CSM, TAM, Assist)
• Complete project setup tasks
• Clarizen
• Project Google folder (to save all project collateral ~e.g. notes, recordings, sign-off emails, WSRs, etc.)
• Create initial project schedule & set up tool (Smartsheet/Asana/Google Sheets, etc.)
• Internal Slack channel
• Weekly internal delivery team meeting

• Conduct internal KT with Delivery team (validate scope & budgeted hours)
• Conduct Intro call with Customer PM (customer and project dependent)
• Schedule, prepare, conduct project Kick-off
• Set customer expectations (SOW review (including key assumptions), cancellation policy, escalation prossscess, change order process, on-hold process, WAR projects, WSR contents, etc.)
• Schedule & co-facilitate discovery session(s)
• Facilitate review of the project schedule with ZD Delivery and Customer teams
• Schedule & facilitate weekly project status meetings with Customer team
• Schedule & co-create Design Sessions agenda
• Distribute agenda to Delivery and Customer teams
• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting
• Track action items & follow-ups in standard location shared internally & externally
• Maintain Clarizen weekly
• Submit & Approve time per policy
• Validate start & due dates
• Validate/complete milestones & tasks
• Update resource forecasts/Work hours (minimum 4 weeks out)
• Manage forecasted hours changes (concessions, FF uplift, Work hours reduction, etc.)
• Review invoice reports (monthly)
• Resolve customer invoice inquiries (as needed)
• Request & manage resource assignments
• Facilitate weekly internal ZD Delivery team meeting (can be done via Slack if sufficient)
• Review forecasted Work hours
• Escalate overallocation of resources to Delivery Managers*
• Review upcoming deliverables & timelines
• Prepare & send Weekly Status Report (include Customer, ZD Delivery, ZD Account teams)
• Review & confirm key project milestones (internally & externally)
• Update & publish project schedule weekly
• Coordinate dates with ZD Delivery team

• Attend and be an active participant in Functional and Technical Design Sessions
• Manage scope, tasks/action items, dependencies, issues, risks*, escalations*, Get to Green plan*
• Maintain clear customer expectations
• Schedule deliverable review meetings as needed (e.g. FDD, TDD, etc.)
• Schedule, plan, conduct SteerCo meetings (if applicable)*
• Manage changes to scope, budget, deliverables via Change Order process
• Distribute Testing Best Practices Overview
• Schedule & facilitate Testing Overview meeting
• Distribute updated Testing Workbook to Customer Project Team
• Promote Zendesk and look for expansion opportunities (increase scope, services, leverage all T&M budget, etc.)
• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting
• Prepare & update Cutover Checklist
• Plan & facilitate Cutover Checklist review meeting (include relevant Customer and ZD Delivery team members)
• Validate go-live plan with Customer and ZD Delivery teams
• Schedule & facilitate go-live check-in meetings
• Ensure meeting notes are documented & distributed; work with ZD delivery team to determine who will own for each meeting
• Manage & reconcile outstanding issues
• Complete Project Closeout process including but not limited to:
• Closeout email (and meeting if appropriate)
• Clarizen
• Salesforce Success Object (including CSAT survey)
• Conduct Internal Handoff with Account (AE, CSM, TAM, PSE) and Delivery teams (via slack or meeting as appropriate)
• Discuss potential expansion opportunities
• Share lessons learned/participate in retrospective*
• Includes Delivery, Account, Pre-Sales teams