Manager, Engagement Management

Introduction

The Manager, Engagement Management (M3) leads a high-performing team of Engagement Managers across EMEA (UK, Germany, Amsterdam, and Dhaka), scaling delivery excellence for product onboardings. You’ll balance people leadership (80%) with direct customer engagement (20%)—owning a small strategic onboarding portfolio while coaching, resourcing, and developing the team to exceed outcomes and utilization targets. This role sits within Customer Success’s Onboarding organization and is pivotal to timetovalue, CSAT, and growth through service attach

Job Responsibilities

• Over 10 years of project management and strategy experience, including 3-4 years as a Team Lead or manager in SaaS/PaaS with global client delivery. 
• PMP or PRINCE2 certification required.  
• Strong requirements discovery and complex project planning skills; mastery of Agile, hybrid, and Waterfall.  
• Proven executive-level communication; able to translate technical and business concepts for non-technical audiences.  
• Cross-functional track record (Sales, Engineering, Marketing, Product).  
• Scoping & selling (services attach/expansion) experience is a significant plus.  
• Excellent problem-solving, critical thinking, and analytical skills; steady under shifting priorities.  
• Technical fluency in AI, Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript).  
• Tools: Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Gainsight.  
• Travel up to 25% 
• Excellent verbal and written English. 

Knowledge and Experience

Lead & develop the EMEA EM team (≈80%) 

• Coach, grow, and performancemanage a distributed team; keep a strong bias toward internal mobility to maintain cohesion across regions.  
• Manage capacity and utilization: assign onboardings, forecast, and approve weekly/monthly time in Kantata; ensure EMs meet ~60% utilization.  
• Maintain operational cadence: project hygiene, EOM finance processes, holiday approvals for customer continuity, and leadership updates.  
• Drive continuous improvement: lead/co-lead internal transformation initiatives; champion cross-product enablement and cross-training; share best practices.  
• Elevate outcomes: improve timetovalue, project progression, CSAT ≥ 4.0, and newhire timetoproductivity (target ~60% customer engagement by months 3–4).  

Engage directly with customers (≈20%) 

• Own a focused onboarding portfolio from sales handoff to golive; manage scope, risk, timelines, and stakeholder expectations.  
• Serve as an executive-level escalation point; communicate clearly with technical and non-technical audiences.  
• Promote adoption and value using Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight. 

Cross-functional & regional collaboration. 

• Partner with Sales, CSMs, Product, Engineering, and SMEs to deliver structured onboarding programs with defined goals and timelines; align to Optimizely One and regional nuances. 
• Champion scoping quality (T&M/fixed) and help expand/attach services where appropriate.  

Education

Bachelor’s degree strongly preferred or equivalent experience.

Competencies