Staff Engagement Manager

📋 Description

• • Lead and manage multiple simultaneous billable customer engagements across the entire lifecycle — from post-sales through delivery and value realization — ensuring successful outcomes aligned with customer business objectives.
• • Own end-to-end project management for strategic customer engagements, including defining scope, estimating time and cost, establishing project charters, managing schedules, tracking milestones, and delivering measurable business outcomes.
• • Prepare and deliver customer-facing and internal documentation such as solution presentations, architectural blueprints, reusable project artifacts, detailed project plans, burndown charts, and status reports.
• • Identify, prioritize, and resolve internal and customer escalations and project risks by coordinating across technical, business, and executive stakeholders to ensure timely and effective resolutions.
• • Utilize productivity and operational tools including FinancialForce, Salesforce, Metabase, and Trello to manage programs of multiple onboarding and implementation projects while maintaining accurate reporting on key metrics: billings, utilization rates, resource capacity, and forecasting.
• • Support Professional Services leadership in resource assignment and management within FinancialForce, ensuring optimal allocation of staff to active projects based on skill, availability, and demand.
• • Ensure timely and accurate completion of monthly and quarterly financial close processes for Professional Services, including alignment of time entries, project billing, and revenue recognition.
• • Onboard new Professional Services employees by developing and delivering tailored training content aligned with their roles and responsibilities within the services delivery framework.
• • Collaborate with cross-functional teams to gather accurate project opportunity data, staffing requirements, and resource constraints to support strategic planning and delivery.
• • Become the internal subject matter expert on Professional Services operations processes, including time entry protocols, project management workflows, customer billing procedures, and staff utilization tracking.
• • Continuously identify and implement process improvements to enhance reporting accuracy, operational efficiency, and scalability of Professional Services as the organization grows.
• • Support Professional Services staff in understanding and achieving revenue targets, billable hour goals, and utilization benchmarks by providing clear guidance and data-driven insights.
• • Serve as the primary customer-facing ambassador for Professional Services, building trusted, long-term relationships with key clients and representing Kong’s value proposition through consultative engagement.
• • Demonstrate exceptional organizational and change management capabilities in a fast-paced, evolving environment, effectively managing competing priorities and shifting customer demands.
• • Deliver clear, compelling presentations to both technical and executive audiences, communicating complex project statuses, risks, and outcomes with confidence and clarity.
• • Navigate politically sensitive situations with strong interpersonal skills, maintaining professionalism and fostering collaboration among internal teams and external stakeholders.