Engagement Manager - Professional Services
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
We are currently looking to hire Engagement Managers for our Consulting Services Practice who will work closely with our delivery project teams and business development teams. The Engagement Manager will embrace a systematic approach that initiates with the sales process and ends with the engagement signing, project initiating and project closing. Our ideal candidate will bring their technical solution knowledge, sales strategy knowledge and sales acumen to assist Sales Engineers with technical value positioning. Additionally, our ideal candidate will have intimate knowledge of professional services delivery methodologies and best practices and have the ability to write effective contracts that accommodate business, technical and legal requirements.
Key Responsibilities
Work with direct and indirect sales account teams and customers to position Professional Services and sell value proposition based on proven skills, industry experience and methodology.
Through discussions with the customer, gather business and technical requirements that will be considered when creating a delivery quote and proposal.
Initiate and assist with completing implementation quotes based on gathered requirements and discussions with the customer.
Transfer requirements and quotes into professional services statements of work defining effort and fees required to successfully deliver the required technology solution.
Present the scope to the customer highlighting the value proposition of the proposed solution including effort, timeline and pricing and negotiate to signature.
Work with internal workforce management team to secure resource plan based on estimated start/completion dates. Manage communication with the customer to ensure proper expectations are set regarding resource availability, start dates and customer resources required for success.
Upon statement of work signature, define an effective project charter for the implementation team.
Manage quarterly Statement of Work booking goals that contribute to revenue, operating margin and customer satisfaction.
Track pipeline opportunity forecasting by leveraging traditional forecasting disciplines.
Serve as an escalation point and provide oversight of projects to deliver on-time, within budget and high customer satisfaction. Monitor and Manage engagement success in the areas of resources, budget, timeline and customer health.
Engage and defend change management process.
