Engagement Lead

Summary

Join Neocol's Managed Services Team as an Engagement Lead and play a pivotal role in driving subscription performance for innovative companies. You will be the primary point of contact for clients, managing project scopes, schedules, and budgets. Responsibilities include leading customer readiness, collaborating with solution leads, and ensuring project success. This role demands strong communication, problem-solving, and client relationship skills. Neocol offers a fully remote work environment, comprehensive benefits, and opportunities for professional growth.

Requirements

• 5+ years of experience in customer facing roles
• 5+ years of experience in the field of client success or the equivalent, in improving customer satisfaction, adoption and loyalty
• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
• You’re a self-starter with experience matching user requirements to Salesforce solutions
• You should be highly organized with the ability to manage and prioritize while simultaneously working both collaboratively as well as independently
• Work cross-functionally with technical and non-technical resources
• You have excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences
• You are agile and can work well in environments where objectives and priorities are reviewed and assessed regularly
• Ability to understand varying client needs and respond flexibly and creatively, working with internal resources to recommend and implement the highest ROI for our clients
• Previous experience working cross-functionally with technical and non-technical resources
• Experience analyzing data and identifying opportunities to drive meaningful standardization of data and processes regionally and/or globally
• Highly organized with the ability to manage and prioritize while simultaneously working both collaboratively as well as independently
• Excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences
• Agile and can work well in environments where objectives and priorities are reviewed and assessed regularly

Responsibilities

• Clearly articulate client business requirements for subscription-based clients
• Analyze business data, goals, objectives, and needs, making recommendations and changes to improve customer experience
• Lead the ‘Customer Readiness’ phase (with support from other resources as required)
• Work collaboratively with our Solution Leads & Consultants in delivering SOW’s
• Serve as the Customer's primary point of contact and first-level escalation point
• Manage the engagement scope, schedule, issues/risks and budget
• Prepare status report/progress report each week and leads status meetings with the Customer
• Facilitate resourcing & forecasting
• Lead internal and external stand-up meetings
• Oversee timelines and team progress
• Ensure overall success of engagement (escalations, project health, etc.)
• Understand the client’s changing needs and update the plan accordingly
• Maintain service excellence and ensure that customers are achieving the goals they were looking to achieve when they purchased the service
• Foster strong relationships with clients to create trusted partnerships and ability to identify areas for further account expansion
• Facilitate discussions with Client stakeholders in order to understand and document requirements and business processes
• Gain alignment and approval of requirements & acceptance criteria while managing user stories throughout the duration of their lifecycle
• Serve as a liaison between technical teams and business stakeholders
• Facilitate solution demonstrations (sprint and final demo’s) efficiently
• Support solution documentation and end-user training
• Support the broader delivery team in the execution of change management and quality assurance
• Occasional travel may be required as part of this position's responsibilities

Preferred Qualifications

Knowledgeable about the following is a plus: Revenue Cloud, Sales Cloud, Service Cloud, B2B Commerce, Experience Cloud, Mulesoft, Tableau/CRM, RightRev, NetSuite/ARM

Benefits

• Fully remote workforce ensures that you have the tools you need to successfully perform your job and create a proper balance of work and personal life
• Employer match 401(k) plan
• Medical, vision & dental benefit offerings
• Adoption Assistance Program
• Flexible PTO
• Mobile & Internet reimbursement
• Certification Bonus Program