Senior Engagement Manager

*For future opportunities 

Zennify is looking for a Senior Engagement Manager (SEM) to join our team!  You will be responsible for leading a project team and ensuring project, client and team success and can operate as the face of delivery leadership to our clients. You have depth of experience in client engagements, in working cross-functionally with sales and operations to represent client needs and are driven to deliver quality. You enjoy building relationships, coaching teams and understand how to engage in issues to find resolution. The ideal candidate should possess an intense passion for ensuring that our customers enjoy lifetime success and desire to learn and grow their career.

Primary Responsibilities

• Overall responsibility for project and client success
• Develop and nurture trusted adviser relationships with clients, establishing key relationships with client stakeholders
• Collaborate with client, leadership, project and sales teams to advise and ensure the right level of expertise is engaged for account and client success
• Assist with account roadmapping and account management for assigned projects 
• Oversee assigned projects, project teams and provide project teams with best practices based on experience as well as current Zennify standards
• Oversee assigned projects across both strategic & core segments
• Act as a liaison between partners, clients and technical teams and establish frameworks for communication
• Ensure all necessary project deliverables are completed using Zennify standards 
• Support sales in creating, scoping, reviewing, and updating estimates and SOWs or COs for extended efforts or engagements
• Represent Zennify as delivery leader for mid-market clients and collaborate internally to ensure account success
• Ensure staffing for engagements is secured, skilled and able to meet client expectations
• Provide effective and relevant feedback to team members as well as team member management
• Drive delivery teams to produce on-time, high quality, scalable and suitable services and deliverables
• Contribute to scoping sessions with the as necessary
• Monitor client and project risks and proactively engage in managing risk with client and project teams
• Monitor forecasts to ensure accuracy on status, budget, forecasting and financial projections
• Monitor the project to ensure adherence to Zennify standards and expectations through all project phases
• Monitor various project metrics and KPIs and communicate critical updates to leadership
• Coach, guide, train & mentor project team members to ensure resource development & client satisfaction
• Serve as an escalation point for a client and work closely with internal and external stakeholders to mediate and resolve issues
• Participate in internal Zennify projects and initiatives as assigned to benefit the growth of the organization
• Collaborate with other SEMs to identify common concerns, areas for improvement, best practices, and lessons learned across project

Required Qualifications

• 6+ years working within a consultant or customer-facing role 
• 2+ years working as within leadership or management role focused on delivering client success
• Experience leading complex engagements with multiple stakeholders, teams, and vendors
• Experience working with Salesforce projects and consulting in the Salesforce ecosystem
• Experience managing escalations to resolution 
• Experience building client relationships, participating in steering committees and helping support account growth 
• Familiarity with cloud based, enterprise level packaged applications 

• Proven success in project leadership role within a team-oriented environment 

• Experience managing escalations, both internally and externally, as well as outlining options for resolution 
• Experience negotiating difficult conversations and creating outcomes to the satisfaction of all parties
• Understanding of multiple methodologies, including experience in Agile methodologies
• Practical and applied knowledge of SDLC with ability to communicate standards and best practices 
• Excellent communication skills, both verbal and written, with the ability to clearly articulate and document complex messages

• Strong aptitude for prioritization and multitasking in a deadline driven environment 
• Is comfortable with the overuse of GIFs on Slack (no, seriously, we send a lot of GIFs)

Preferred Qualifications

• 2+ years of project management or equivalent experience deploying technical solutions for customers while leading a team and effectively communicating with all stakeholders
• One or more of the following Salesforce Certifications: Salesforce Administrator, Sales Cloud Consultant, Service Cloud Consultant, nCino Commercial or Retail 
• Financial Services, Banking, Mortgage, Wealth Management, Insurance or other relevant sub-vertical background

Qualities of the Ideal Candidate

• Thrives in a team-based, high energy and fast-paced environment.
• Service-oriented and innately driven to produce outstanding customer satisfaction and results
• Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies.

• Enjoys discovering and learning new technologies
• Analytical and prone to logically and methodically work through problems 
• Strong aptitude for prioritization and multitasking in a deadline-driven environment.
• Possess a sense of urgency with strong organizational and follow-up skills. 
• Ability to meet travel requirements, when applicable (up to 30% travel projected)
• Exercises independent judgment and can execute in a lead role on strategic, enterprise client projects
• Be a nerd. No, seriously, we are all a little nerdy here. If nerding out can both excite you and put you at ease, you’re in good company.