Engagement Manager

Summary about this job

Detail information about job Engagement Manager. Terms and conditions vacancy

AFDigital are currently seeking an experienced Engagement Manager with proven experience managing end-to-end Salesforce implementation projects to join their Sydney team to help deliver transformative programs for their customers.

This is for you if you're a natural 'connector' and have a strong history of solution orientated consulting.

You'll be an integral contributor to the sales cycle and have extensive experience working with sales teams to understand the customers needs, drawing on the experts to design and plan for these requirements, and helping to position and sell the services that will help them succeed. You'll have ultimate responsibility for a client’s experience during delivery and may oversee a portfolio of clients and/or programs of work.

Responsibilities:

• Partnering with the Sales Team and helping to identify the most appropriate implementation strategy to ensure customer success for new opportunities.
• Working closely with clients to determine their present and 12 month roadmap
• Supporting the development of proposals, statements of work, and contract negotiations.
• Managing senior client relationships and providing team oversight during the delivery of services engagements, acting as first point of contact for services engagements.
• Teaming effectively with others in the organization, including design and technology teams, and managed services for the implementation of services.
• Contributing directly to client services engagements by working directly with the client to shape and validate the projects, services and outcomes during delivery.
• Participating in operational processes related to specific engagements, including staffing, utilization management, forecasting, time and expense management, and billing and directly managing commercial compliance of services engagements.
• Ensure projects are delivered to the agreed scope, schedule, cost
• Perform Risk Management and actively manage risks and issues
• Manage project budget
• Provide management of resources assigned to the project
• Lead and "Quarterback" the team assigned to respective clients
• Act as the primary point of contact of our clients for all day to day questions and workflow
• Create and maintain the client's delivery assets including playbooks, file storage, project tasks, templates etc
• Regularly train and empower our clients with knowledge of the digital marketing practice, and how AFDigital works
• Responsible for achieving an average of 9.4 in the quality surveys conducted to our clients
• Raise delivery risks and issues to management as they happen;
• Facilitate/traffic the answering of day to day questions
• Responsible for renewing clients and increasing their lifetime spend
• Responsible for ensuring clients pay their bills on time, manage overdue bills and managing account suspensions
• Expected to establish thought leadership and create a personal brand by regularly publishing blogs and content, speaking at events etc
• Expected to contribute to the overall success of the company outside of day to day responsibilities
• Expected to implement processes/methodology that will contribute to the growth of the company

Requirements:

• 5+ years’ experience delivering consulting services
• A Senior Project Manager with of proven track record of Salesforce, MS Dynamics, other similar CRM/ ERP implementations.
• You are adept at delivering with cross functional technical teams (internal & third parties/vendor).
• Salesforce, Marketing, Marketing Automation, Business Intelligence, Social Media, other CRM.
• You have delivered projects using Agile resources in a hybrid delivery framework.
• You have a proven track record of working on transformational initiatives.
• You excel as a leader and can be detailed when required to assist team members.
• Experience of working for organisations with large retail footprints is advantageous.
• You are an influencer and work well with stakeholders at all levels.
• Strong client management instincts and abilities, strong written and verbal communications, experience in facilitation
• Demonstrated proficiency in preparing customer/service documentation and an ability to operate within agreed budget and time frames
• Knowledge of various software development best practices and methodologies
• Solid understanding of common team collaboration tools
• Ability to inspire, engage and motivate individuals and diverse teams and excellent personal management skills
• Internal Drive and be able to set high standards of performance for self and others
• An outcome focused mindset coupled with a strong appreciation of and commitment to providing brilliant customer service
• A hands-on approach to solving problems
• An ability and willingness to travel
• Professional and friendly with focus on customer service
• Experience working with international clients
• Works well with Filipinos and Westerners