Staff Engagement Manager

The role

The Engagement Manager will drive prescriptive outcomes and successful delivery of engagements and programs for key customers across the entire customer lifecycle. This role involves managing strategic customer relationships and driving day to day professional services operations.

What you will do

• Own and lead simultaneous billable customer engagements and manage customer expectations.
• Analyze engagement scope, requirements, time, cost, and benefits to deliver business outcomes.
• Own project management activities including kickoffs, project charters, and deliverables.
• Prepare customer-facing and internal collateral such as presentations, blueprints, and status reports.
• Identify and resolve internal and customer escalations and project risks.
• Use productivity tools to manage onboarding and implementation projects and report on business metrics.
• Assist Services leadership with resource assignment and management in Financial Force.
• Ensure timely completion of Month and Quarter end close process.
• Coordinate with cross functional teams for project opportunity and staffing data.
• Act as a subject matter expert for services personnel on processes related to services revenue.

Required qualifications

• Strong project/program management and services delivery experience with a track record of delivery for strategic customers on time and within budget.
• Deep experience working with project financial fundamentals and PSA tools such as Financial Force.
• Excellent customer-facing skills and ability to communicate with executives and stakeholders.
• Exceptional organizational and change management skills.
• Excellent presentation skills.
• Strong understanding of professional services business metrics in a SaaS software environment.
• Ability to manage critical and political situations with business stakeholders.
• Proven team player and team builder.

About the company

Kong Inc. is the AI Connectivity Company building the connectivity layer of AI. Their unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic.