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(01 / 10 / 2025) Engagement Manager...
EntelluxMexico City, Mexico City, MX
Hace 9 horas
Descripción del trabajo
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 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
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Engagement Manager • Mexico City, Mexico City, MX
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