Engagement Manager

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

Under the general direction of the Strategic Account Executive, the Engagement Manager will lead services engagements from an enablement perspective, all the way from contract signature to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction, and achievement of required business outcomes.  This position will work throughout the project lifecycle, from presales to final delivery, to validate that each solution is properly scoped, designed, implemented and tested to meet client’s business needs.

What You’ll Do:

Engagement:

• Ensure profitability of each engagement including, but not limited to working with Sales to optimize engagement profitability and value to Company.
• Identify risks, develop mitigation strategies, and facilitate resolution internally and with partners.
• Ensure collaboration amongst assigned project teams is met.
• Propose recommendations and handle customer escalations.
• Ensure proper internal processes are followed for services quoting, SOW creation/negotiation, and internal resource assignment.
• Responsible for having a clear understanding of client’s environment, strategic objectives, and success criteria to help them evolve to meet business requirements in a budget-conscious fashion
• Establish and manage the internal delivery structure of each engagement (e.g., which disciplines do what, when and how, and resolve discipline lead problems, if any).
• Support Sales team efforts to identify new services opportunities.
• Project manage the Pre-Sales process from initial opportunity identification through to completion (signed SOW / PO received).
• Carefully balance the needs of each project team members (internal and client staff) to lead each project to a successful outcome.
• Guide collaboration among sales, project teams, delivery teams, vendor partners, and customers.

Client Management:

• Manage communication between Trace3 and each client - making the determinations as to what, when and how things are communicated
• Be the key point of contact and partner for each assigned client engagement.
• Obtain and maintain complete project sponsor support of each project.
• Establish a rapport and confidence with assigned clients.
• Utilize Cable/MSO industry knowledge to identify client business priorities.
• Collaborate with Sales Team as needed for client status updates.
• Collaborate with Client sourcing/procurement teams to provide data, understand internal processes, develop documentation, and drive Trace3 value within the organization.

Partner Management:

• Manage partner agreements process with Trace3
  • Review current agreements in place, if applicable
  • Act as Partner & Trace3 liaison throughout the agreement process to manage action items between Trace3 & Partner 
• Engagement Oversight
  • Oversee project delivery to ensure Client & Stakeholder satisfaction
  • Drive Partner Resource assignment in a timely manner
  • When applicable, Review Change Orders, and process internally

Delivery:

• Own and maintain overall accountability for successful engagement delivery.
• Serve as the expert in developing against Company’s methodology and processes. 
• Enable dissemination and assimilation of Delivery standards and processes.
• Set and ensure quality standards for project deliverables.
• Prioritize Engagement Management efforts (e.g., with a vast number of active, prospective, and planned projects, the team's efforts need to be actively monitored and adjusted based on priorities).
• Balance Cross-Project resourcing (e.g., ensure current and future resources requirements are met).
• Facilitate all project related vendor relationships.
• Review key documentation to the appropriate audience (technical vs. business).
• Provide weekly project status reports.

Business Development:

• Work with Sales and Delivery teams to ensure projects are relevant, accurately estimated and prioritized during the proposal phase.
• Support Pre-Sales teams in scoping services opportunities. Negotiate SOW with customer and vendors (if applicable), driving to signature from all parties.
• Maintain Services Funnel: meet with Sales teams to determine what is active and what needs to be closed/lost.
• Maintain Services Sales Forecasting: Communicate with BU Leaders, CSMs, and Technical Leaders trends and needs in resource and technology requests.
• Build and foster client relationships through extracurricular activities: lunches, happy hours, dinners, conferences, special events, etc.

Qualifications & Interests:

• Bachelor’s Degree in a related field with at least 5 years’ experience in developing client relationships or account management is strongly preferred.
• Prior experience working for a technology or consulting company strongly preferred.
• Strong financial and business acumen with understanding of a multi-faceted business operation.
• Demonstrate leadership and initiative in successfully driving specialty sales in accounts - prospecting, negotiating and closing deals. 
• Excellent interpersonal and organizational skills, ability to handle diverse situations, multiple projects and rapidly changing priorities. 
• Ability to communicate effectively with clients at all levels. 
• Excellent conflict resolution and/or mediation skills.  
• Demonstrated ability to plan, develop, and manage multiple projects. Ability to meet stated customer-initiated deadlines
• Able to travel when needed.

The Perks:

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.