Senior Engagement Manager (SaaS Implementation)
Tekion
•$90,000 - $150,000•Remote
About The Position
In this role as an Engagement Manager, you'll be the linchpin that connects our customers with our SaaS platform, making sure they get off to a successful start and keep finding value in our services. You'll immerse yourself in our clients' worlds to tailor their onboarding and support their ongoing experience, facilitating a collaborative environment with our internal teams to meet customer needs effectively. With your finger on the pulse of customer satisfaction, your insights will be vital in refining our product and fostering enduring client relationships that stimulate the company's growth. Please note travel is up to 50%. SaaS Engagement / Project Management / Implementation experience is required.
Requirements
- Bachelor's degree in Business Administration, Management, or related field
- 3+ years in client services or account management
- 2+ years in SaaS platform onboarding
- 5+ years in a customer-facing role
- Expertise in SaaS platform configuration and customization
- Experience with customer relationship management (CRM) systems
- Knowledge of data analytics and reporting tools
- Familiarity with issue tracking and resolution software
- Competence in workflow automation tools
- Skill in facilitating virtual meetings using web conferencing platforms
- Understanding of user onboarding tools and best practices
- Aptitude for managing and interpreting customer feedback systems
- Proven track record of successful client onboarding and engagement
- History of maintaining high client satisfaction ratings
- Experience in leading cross-functional project teams to meet client objectives
- Previous accomplishments in streamlining onboarding processes for improved efficiency
Nice To Haves
- Master's degree in Business Management or related field preferred
Responsibilities
- Own and drive the full project lifecycle for SaaS solution launches, from kickoff through Go-Live and post-launch review, ensuring all milestones are met on time and within scope.
- Develop detailed project plans, timelines, and responsibility matrices; track progress and proactively address deviations or obstacles.
- Lead project meetings, assign action items, follow up rigorously, and hold all contributors—including dealers—accountable for their deliverables and active participation throughout the project.
- Act as the primary point of contact for dealer partners, guiding them through technical and operational requirements to ensure full engagement at every phase.
- Establish clear communication channels with the dealer, provide regular updates, and promptly escalate and resolve issues or bottlenecks that may impact project outcomes.
- Set expectations for dealer involvement, monitor engagement levels, and intervene as necessary to maintain accountability and project momentum.
- Maintain meticulous, up-to-date project documentation, including requirements, agreements, meeting minutes, action items, and status reports.
- Ensure all decisions, changes, and progress are thoroughly documented to provide full project transparency and auditability.
- Apply strong project management methodologies (e.g., Agile, Waterfall, or hybrid based on project needs) to ensure disciplined execution and risk mitigation.
- Identify, assess, and manage risks and dependencies proactively, implementing contingency plans as appropriate.
- Deliver regular, concise progress and risk reports to leadership and stakeholders, highlighting achievements, challenges, and next steps.
Benefits
- Competitive compensation and generous stock options
- 100% employer-paid top-of-the-line medical, dental and vision coverage
- Unlimited PTO
- Parental leave
- Free snacks and beverages
- Opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
- Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
- Work on the latest and coolest technologies – everything is home-grown and built ground-up
- A dynamic work environment with a strong sense of community and collaboration
- The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
- Exciting opportunities for career growth and development
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What This Job Offers
Job Type
Full-time
Career Level
Senior
