Engagement Manager

Redwood Software

About The Position

Engagement Managers at Redwood are responsible for managing successful engagements for new (and existing) Redwood customers as part of the Professional Services(PS) team. They work closely with Sales to support the sales pipeline, sell Professional Services, and develop Statements of Work (SOW) that define project goals, objectives, scope, and deliverables. The role involves developing detailed project plans, tracking risks, issues, and financials to meet project goals. Engagement Managers communicate project milestones, estimated delivery dates, and potential delays to both customers and internal stakeholders. They are responsible for the day-to-day management and leadership of multiple projects to ensure completion on time and within budget. This includes liaising with executives and project stakeholders to provide progress reports, predicting and managing necessary resources effectively, and responding to customer questions to guide them towards successful implementation of Redwood products. The role also involves identifying project gaps and recommending improvements to project management and implementation processes, working with PS management to meet and exceed PS team KPIs, and being AI forward-thinking to optimize and drive efficiencies through AI initiatives.

Requirements

5+ years experience in “customer-facing” program/project leadership role planning and managing multiple enterprise level engagements of different sizes and complexities.
2+ years experience leading workload or business process automation engagements.
ERP experience, particularly SAP, awareness of SAP Rise, S4/Hana a bonus.
Ability to manage multiple engagements at the same time.
Curious and inquisitive.
Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel.
Strong organizational skills with an ability to manage competing customer demands, multiple priorities, commitments, and projects.
Strong time management skills with ability to calibrate priorities daily.
Strong analytical skills regarding technical and project management issues.
Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
Exemplary customer service attitude with business development and customer relationship management experience.
Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.

Nice To Haves

Project management certification preferred.
Experience with Professional Services Automation(PSA) software preferred.
Experience with Smartsheet a bonus.
Experience selling Professional Services to new or prospective clients pre-implementation is an advantage.
Experience selling Professional Services to new or prospective clients pre-implementation is advantageous.

Responsibilities

Managing successful engagements for new (and existing) Redwood customers as part of the Professional Services(PS) team.
Works closely with Sales to help support Sales pipeline, sell Professional Services, and develop Statements of Work(SOW) defining the project’s goals/objectives, scope, and deliverables.
Develops detailed project plans, risks, issues and financial tracking deliverables for each implementation to meet the project’s goals and objectives as defined in the SOW.
Communicates project milestones, estimated delivery dates, and potential delays to all levels of customers and internal stakeholders.
Responsible for day-to-day management and leading multiple projects to completion on time and within budget.
Liaising with executives and project stakeholders providing project progress and reports as required.
Predict resources needed to reach the project’s objectives and manage resources in an effective and efficient manner.
Responds to customer questions and guides them to a successful implementation of Redwood product(s).
Identifies project gaps and makes recommendations to improve project management and implementation processes.
Works with PS management to meet and exceed PS team KPIs.
AI forward thinking looking for opportunities to optimize and drive efficiencies through AI initiatives.