Engagement Manager

Job description

Tonkean is the world’s first totally customizable process experience platform. With Tonkean, you can create intelligent, personalized automations that integrate with every app or system your organization uses. You can cultivate an employee experience that democratizes access to innovative technologies traditionally only available to highly trained developers. You can enable employees to focus more fully on high-value tasks, because you can enable them to automate low-value tasks. You can create inbox solutions that automatically analyze, prioritize, and route unstructured requests coming from any source, and you can track the status of action items as employees collaborate across teams to complete them. And you can design processes that employees are guaranteed to adopt and benefit from no matter their technical acumen, because Tonkean meets employees where they are—eliminating the need for change management—and is 100% no-code.

At Tonkean, we believe that all this—compliance, efficiency, operational excellence—requires high levels of process adoption. But to ensure high levels of process adoption, you need to create processes that provide a great employee experience: that serve employees’ needs, understand their preferences, and solve their problems.

To that end, you need a barrier-breaking technology partner. That’s what Tonkean seeks to be.

ROLE OVERVIEW

Tonkean is seeking an experienced Engagement Manager to oversee implementations for our enterprise customers.

The Engagement Manager leads the services team from project kick off to successful go live, and plays a key role in creating solutions that achieve our customer’s business outcomes. You will interface with both project team members and IT leaders, establish credibility and confidence from the first meeting, and manage customer expectations throughout the project journey.

The Engagement Manager must be comfortable with operations workflows, have experience with enterprise SaaS software implementations, and be adept at working with internal and external project teams. You should be comfortable with interacting with various levels of the client, from project managers to subject matter super admins to senior stakeholders. You must be able to translate customer objectives into detailed project plans, oversee projects, and drive execution. These implementations are generally multi-phased, 4+ months, cross-departmental programs which require deploying Tonkean into complex enterprise IT, Procurement, Legal, and other departments, interfacing with other vendor solutions, and legacy applications. This is a highly visible role, requiring you to partner with both external and internal teams to drive projects to successful completion.

You will be the project leader, and will be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation, or convincing them that what they think they want may not be what they actually need, nor what Tonkean best practices recommend.

WHAT YOU WILL WORK ON

• Provide project management for our largest enterprise customers, covering multiple projects, with a focus on delivery of scope on time and with high quality outcomes. Be able to create plans that iterate based on client value. Know the concept and be able to plan towards an MVP.
• Be able to document and establish metrics that track the definition of success for the client.
• Establish and maintain relationships at all levels of the customer organization including project team members, executive sponsors & key stakeholders.
• Partner with internal Tonkean teams to translate client requirements, objectives, and goals into actionable designs and build plans that can be delivered against.
• Set clear expectations with internal and Client team members, maintaining accountability for deadlines and project deliverables.
• Triage customer escalations, diagnose project issues and risks, develop contingency plans, and implement changes to drive risk mitigation. Understand what is in scope for this phase and what can (and should) be pushed to a later phase.
• Actively manage project financials, including team utilization, budget vs actual hours, project margin, travel and other expenses.
• Run governance meetings and report regularly both internally and externally on project status, milestones, KPIs, accomplishments, and deliverables.
• Identify, communicate, and work with sales to develop opportunities identified during project execution, collaborate on the creation of proposals, estimates, change orders, and new statements of work
• Document lessons learned and recommend process and methodology improvements to improve execution on future projects.

ABOUT YOU

• At least 5 years client facing implementation and/or consulting experience, with demonstrated record of successfully managing enterprise scale projects.
• Experience working with Fortune 500 companies with an understanding of operational workflows. Must be able to confidently interface and build trust with IT and Director/VP level audiences in Fortune 500 companies.
• Experience with a global, distributed workforce internally and expertise in managing diverse clients across the globe.
• Proven experience leading implementation teams to deliver multi-workstream projects.
• Experienced in project management for enterprise software deployments including scope management, budget control, project and executive reporting, and project financials.
• Experience in project management software packages - how to set them up and use them to show project progress, burndown charts, resource allocation.
• Hands-on knowledge of Atlassian JIRA and Salesforce; experience with Google suite of software and Slack.
• Understanding of project commercials including SOWs, budgeting, and resourcing.
• Ability to standardize through project management templates to efficiently coordinate multiple projects at once and provide a rollup program management view.
• Superior project management, organizational, and time management skills.
• Independent, adaptable and can thrive in a fast-paced startup environment.
• Excellent communication skills in verbal, written and presentation formats.
• Ability to travel based on customer and project needs.

OUR VALUES

• There Is Always A Way.  At Tonkean, we believe that nothing is impossible.  There is a solution to every problem - you just need to find it.
• Think People First.  We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity.  We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
• Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery.  We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
• No BS.  To matter, you must - stay focused, keep it simple and always move the needle.  We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important.

PERKS AND BENEFITS

• Competitive compensation & equity package
• Virtual social events, and annual company offsite
• 401k, Medical, dental, and vision insurance
• Tonkean provides each employee with a MacBook Pro and a one-time work from home setup stipend of $1000(USD) upon commencing employment to purchase desk, chair and other work from home tools.

$135,000 - $150,000 a year

This role offers a competitive compensation package, including a base salary, performance-based incentives, and equity opportunities. Compensation will be commensurate with experience, skills, and qualifications. Tonkean also offers a comprehensive benefits package to support the well-being of our employees.

Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don’t meet 100% of the qualifications for this job, we strongly encourage you to apply.

Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.