Engagement Manager

Summary

Join Smartsheet as an Engagement Manager in Customer Excellence and Professional Services and play a key role in ensuring our most strategic customers succeed. You will design and lead large, transformative projects, act as a trusted adviser, mentor Sales and Professional Services teams, and deliver the highest levels of customer satisfaction. Partnered with the Account Team, Services Sales, and Service Delivery, you will contribute to pre-sales scoping and discovery activities, maintain executive relationships, and act as a critical issue point within implementations. You will manage multiple projects, meet utilization targets, build best practices, and manage to agreed business processes. This role reports to the Director of Engagement Delivery and is based in our London office (hybrid or remote within the UK).

Requirements

• At least 4+ years of experience in customer-facing positions in a professional services firm, preferably with a management consulting or “Big Four” consulting organisation
• Management of large billable projects for external customers
• Experience with modern services deployment methodologies, with emphasis on software design and development
• Use of formal project management tools
• Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet’s benefits, values, use cases, and business and technical elements
• Desire to work in a collaborative environment to promote and improve team performance
• Strong analytical skills regarding customer and project management issues
• Strong organisational skills with an ability to manage competing customer demands
• Ability to interact and communicate with CxO-level personnel
• Excellent communication and interpersonal skills
• Bachelor’s degree in MIS, CIS, CS, or equivalent combination of relevant work experience and education
• Willing to travel periodically (up to 20–30%) based on customer and business needs
• Right to work in the UK for any employer on an ongoing basis
• 1+ years’ Smartsheet Consulting experience, leading customer-facing engagements in the enterprise space

Responsibilities

• Manage and drive competing requests across simultaneous customer engagements
• Identify, pull together, and drive project activities of teams from cross-functional and partner sources
• Manage projects to time, budget, and contracted deliverables (including planning, scheduling, milestone reviews, etc.)
• Manage project P&L to targeted margin results
• Drive project reviews for management and customers
• Be responsible for the transition of engagements from pre-sales to delivery, including budget allocation, resourcing assignments, knowledge transfer, and project initiation
• Ensure that engagements conclude with delighted customers who are willing to be referenced for new potential customers
• Handle multiple strategic customers simultaneously
• Proactively mitigate and handle critical customer concerns and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
• Ensure quality and time management processes are followed by the team (e.g. change controls, timesheet submissions)
• Help to document best practices in developing and deploying Smartsheet solutions
• Function as a frontline resource for “best practice” and informal customer queries
• Liaise with necessary teams within Smartsheet to achieve the above

Preferred Qualifications

Lean or Six Sigma certification

Benefits

• Employer-paid Private Medical and Dental, additional cost for family members
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account
• Teleworking options from any registered location in the UK (role specific)