Tonkean is seeking an experienced Engagement Manager to oversee implementations for our enterprise customers.
The Engagement Manager leads the services team from project kick off to successful go live, and plays a key role in creating solutions that achieve our customer’s business outcomes. You will interface with both project team members and IT leaders, establish credibility and confidence from the first meeting, and manage customer expectations throughout the project journey.
The Engagement Manager must be comfortable with operations workflows, have experience with enterprise SaaS software implementations, and be adept at working with internal and external project teams. You should be comfortable with interacting with various levels of the client, from project managers to subject matter super admins to senior stakeholders.
You must be able to translate customer objectives into detailed project plans, oversee projects, and drive execution. These implementations are generally multi-phased, 4+ months, cross-departmental programs which require deploying Tonkean into complex enterprise IT, Procurement, Legal, and other departments, interfacing with other vendor solutions, and legacy applications.
This is a highly visible role, requiring you to partner with both external and internal teams to drive projects to successful completion.
You will be the project leader, and will be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation, or convincing them that what they think they want may not be what they actually need, nor what Tonkean best practices recommend.
- Provide project management for our largest enterprise customers, covering multiple projects, with a focus on delivery of scope on time and with high quality outcomes. Be able to create plans that iterate based on client value. Know the concept and be able to plan towards an MVP.
- Be able to document and establish metrics that track the definition of success for the client.
- Establish and maintain relationships at all levels of the customer organization including project team members, executive sponsors & key stakeholders.
- Partner with internal Tonkean teams to translate client requirements, objectives, and goals into actionable designs and build plans that can be delivered against.
- Set clear expectations with internal and Client team members, maintaining accountability for deadlines and project deliverables.
- Triage customer escalations, diagnose project issues and risks, develop contingency plans, and implement changes to drive risk mitigation. Understand what is in scope for this phase and what can (and should) be pushed to a later phase.
- Actively manage project financials, including team utilization, budget vs actual hours, project margin, travel and other expenses.
- Run governance meetings and report regularly both internally and externally on project status, milestones, KPIs, accomplishments, and deliverables.
- Identify, communicate, and work with sales to develop opportunities identified during project execution, collaborate on the creation of proposals, estimates, change orders, and new statements of work
- Document lessons learned and recommend process and methodology improvements to improve execution on future projects.
- There Is Always A Way. At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
- Think People First. We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
- Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
- No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important.