Senior Engagement Manager (Remote) at Gong

About the Role

Engagement Managers lead the execution, coordination, and oversight of implementation and expansion programs that help Gong’s customers achieve critical business outcomes. They have mastered the tenets of project management and can balance a portfolio of strategic, multi-year customer engagements. They are comfortable embedding themselves as trusted advisors within customers’ revenue teams - executing highly detailed plans that encapsulate discovery, business process mapping, technical configuration, change management methods, and energizing a user base to drive long-term adoption.

In this role, you will support a key modality within Gong’s broader Professional Services org: Managed Services. This offering provides existing Gong customers with access to recurring consulting, technical guidance, training, and program management resources as an extension of their revenue teams. These long-term services partnerships allow customers to embed our proactive insights and reactive support into repeatable cycles that accelerate their value realization journey.

RESPONSIBILITIES:

• Lead all aspects of Managed Services engagements for Gong customers.
• Manage multiple customer programs to a defined scope, schedule, and budget
• Forecast work and deploy program resources according to delivery plans
• Ensure program deliverables are completed to the highest quality standards
• Balance competing priorities effectively across multiple customers and projects.
• Conduct & coordinate meetings onsite and remotely according to the Gong Professional Services methodology standards.
• Execute ongoing program planning, discovery, and design workshops to map customer use cases to Gong platform workflows.
• Provide regular communications (verbal and written) to executive leadership, project teams, and customers.
• Identify, document, and lead mitigation efforts for program risks - disseminating clear and consistent updates to internal and external stakeholders
• Challenge, advise, and redirect teams as well as client expectations when needed for successful program delivery
• Gather ongoing requirements and issue change orders as appropriate.
• Facilitate identification, internal communication, and remediation of product issues.
• Ideate and develop new program deliverables that help improve existing team process
• Contribute to practice development initiatives that accelerate organizational and team growth within Professional Services

QUALIFICATIONS:

• 6-8 years of Project Management experience (time, cost, scope, risk management); PMP certification is a plus.

• 5+ years of professional consulting experience, preferably in Enterprise software.

• Proven ability to influence change within customer organizations.
• Excellent instincts and ability to interface at a senior level with ease.
• Experience with SaaS applications that support Enterprise business processes.
• Strong CRM experience or knowledge (Salesforce.com or Dynamics preferred).
• Ability to optimally coordinate and work across functional & technical teams – both internally and with partners, both in-person and virtually.
• Understand business and organizational complexity at large strategic firms
• Familiarity working with cross-functional teams, including: Sales, Customer Success, Product, Enablement, and Engineering.
• Desire to embrace change and hypergrowth in your role, your team, your organization’s strategy, and the products you support
• Willingness to travel.