Senior Engagement Manager

Summary

Join Highspot as a Senior Engagement Manager and drive the success of strategic customer engagements. Lead end-to-end delivery of large-scale projects, manage complex escalations, and build trusted relationships with key stakeholders. Collaborate with account teams to identify upsell opportunities and ensure project profitability. Manage project budgets, forecasts, and financial performance. This role requires 7+ years of relevant experience, a Bachelor's degree (STEM preferred), and exceptional stakeholder management skills. The position is remote and offers a competitive salary and benefits package.

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
• 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 who 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
• Exceptional stakeholder management skills with a track record of resolving conflicts and delivering successful outcomes
• Strong executive presence and ability to engage confidently with senior leadership
• Experience managing SOWs, ensuring alignment with business objectives, and delivering against them profitably
• Quick proficiency in articulating product value in the context of customers' strategic goals
• Analytical mindset with the ability to communicate complex ideas effectively

Responsibilities

• Lead end-to-end delivery of large-scale, strategic projects for enterprise clients, ensuring outcomes align with customer goals and expectations
• Quickly gain proficiency in articulating the value of our product in the context of customers' strategic plans, ensuring alignment with their long-term objectives
• Foster trusted relationships with key stakeholders and decision-makers, including C-suite executives, by demonstrating exceptional executive presence and influence
• Manage Statements of Work (SOWs) from initiation to completion, delivering projects on time, within scope, and within budget while ensuring strong billable utilization
• 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

Preferred Qualifications

• 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
• Degree in a STEM field preferred

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