Sr. Engagement Manager

What we’re looking for…

ScienceLogic is looking for a Sr Engagement Manager to serve as the primary interface between our customers, and our ScienceLogic subject matter experts throughout the lifecycle of a ScienceLogic Customer Journey. This role offers the opportunity to join a fast-paced, collaborative environment and work with customers and colleagues from many different disciplines. The Engagement Manager role will work directly with our forward-thinking customers to deliver exceptional IT management solutions to successfully meet and exceed their business drivers. A successful Engagement Manager will establish long-standing relationships with both leadership and technical experts at these organizations to develop deep partnerships and ensure the alignment of critical milestones throughout the journey. Do you have high energy, an innovative spirit, and a strong customer consulting management skills with a focus in delivering strategic and tactical initiatives? Then read on...

Who we are…

The Customer Experience team is composed of groups of highly intelligent and innovative Engineers and Engagement Managers dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering cutting edge technology solutions for hybrid cloud network monitoring.

What you’ll be doing…

• As a Senior Engagement Manager, you will be responsible for managing key internal and external initiatives with the aim of adding significant value to the customers as well as helping the broader organization innovate.
• Deliverables will include implementing new projects and managing and navigating the customers during these projects and throughout their journey.
• Manage cross-functional projects and teams, senior-level business executives and customers to provide a unique customer experience during the engagement.
• Provide weekly/monthly, quarterly updates to the customer and internal executive teams.
• Manage each phase of the project and be able to navigate the cross-functional team, both internal and external
• Initiate and/or participate in strategic initiatives that impact the tactical approach to the effort and influence the engagement's direction.
• Develop and present the value proposition to the customer as part of the initiative and on-going collaboration.
• Manage the customer lifecycle for an assigned number of accounts. You will need to build relationships with them and regularly engage by presenting product roadmaps and executive briefings, running QBRs, managing escalations, and conducting regular status calls.
• Mentor Customer Outcomes or Partner team members to achieve the engagement's deliverables and promote the customer's desired results.
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions.
• Work closely with Sales to deliver value in the post sales process.
• Create detailed project plans which identify the activities and resources needed to successfully complete each engagement.
• An average of 20% travel to prospects, customers, and partners.
• Manage mid to large size clients, mentor less experience engagement managers on processes and how to handle difficult internal and external situations.

 

Qualities you possess…

• A bachelor's degree in computer science/engineering or equivalent work experience.
• Proven experience with managing the implementation of enterprise level network management or application performance products.
• Thorough understanding of IT infrastructure, application, and enterprise infrastructure best practices.
• Excellent written and verbal communication skills.
• Determines the objectives and key metrics upon which the project will be evaluated and tracked for progress.
• Ability to execute and monitor the progress of each project and make adjustments as necessary to ensure the successful completion of the deal/project.
• Ability to develop functional working relationships with key stakeholders to delegate action items and effectively lead project teams.
• Self-motivated and able to work both independently and with a team on multiple engagements/projects.
• Strong project management skills with the ability to prioritize competing project timelines.
• Provide leadership and direction for prospects and customers regarding ScienceLogic product suite.
• Effective team player/leader.
• 5+ years of experience in enterprise class infrastructure software.
• 10+ years of experience management-related experience.
• 10 year record of accomplishment of successful project management experience.
• Strong knowle