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▷ (01 / 10 / 2025) Engagement Manager...
EntelluxMexico City, Mexico City, MXHace 11 horas
Descripción del trabajoReview 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
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
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Engagement Manager • Mexico City, Mexico City, MX