Senior Engagement Manager

Summary

Join Highspot's team as a dynamic Senior Engagement Manager to drive strategic customer engagements, manage complex projects, and deliver exceptional client experiences.

Requirements

• 7+ years of relevant experience (consulting, client management, professional services, or sales engineering experience) partnering with Enterprise clients
• Proven success in managing large, complex projects with strategic enterprise customers
• Demonstrated ability to resolve complex escalations and deliver projects profitably while maintaining high utilization rates
• Bachelor's degree required. (Degree in a STEM field preferred)
• Ability to effectively support and engage with a diverse group of people
• Able to sustain a dynamic discussion with an executive or help an impatient user who is learning about Highspot for the first time
• Ability to coach and mentor members of the project team that report up to them throughout the course of an implementation
• Excellent written and verbal communication skills
• Able to construct a thoughtful and effective strategy for addressing customer risk and communicating that strategy to internal and external leaders
• Experience being the bridge between different teams within the customer organization, who often have conflicting perspectives
• A working knowledge of operating within the marketing and/or sales team at a large organization is a plus
• Familiarity with driving software solutions involving many stakeholders and delivering results on time with high quality

Responsibilities

• Lead end-to-end delivery of large-scale, strategic projects for enterprise clients
• Quickly gain proficiency in articulating the value of our product in the context of customers' strategic plans
• Foster trusted relationships with key stakeholders and decision-makers, including C-suite executives
• Manage Statements of Work (SOWs) from initiation to completion
• Seamlessly handle highly complex escalations, mitigating risks, and ensuring smooth execution and customer satisfaction
• Navigate complex customer organizations, building consensus across diverse teams and maintaining alignment on priorities
• Act as the primary point of contact for customers, addressing challenges and resolving escalations effectively
• Communicate progress, challenges, and successes to senior leaders, both internally and externally, with clarity and impact
• Collaborate with account teams to identify upsell opportunities and position professional services that drive additional value for clients
• Partner with sales to structure and negotiate service contracts and SOWs aligned with client needs to drive service revenue
• Manage project budgets, forecasts, and financial performance, ensuring profitability and adherence to operational standards
• Continuously optimize delivery processes to enhance efficiency and client satisfaction

Benefits

• Comprehensive medical, dental, vision, disability, and life benefits
• Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting
• Flexible PTO
• Generous Holiday Schedule + 5 Days for Annual Holiday Week
• Quarterly Recharge Fridays (paid days off for mental health recharge)
• Flexible work schedules
• Access to Coaches and Therapists through Modern Health
• 2 Volunteer days per year
• Monthly transportation allowance for employees that work in our Vancouver Hub location