Engagement Manager, Salesforce/CRM

Engagement manager will build positive client relationships during projects. They will assess the clients’ needs, identify customer requirements, and manage and implement projects that improve the operations of a business through more efficient procedures and systems. The engagement manager will sometimes work as both a project manager and a business analysts on smaller engagements. The engagement manager role requires strong communications skills and must be comfortable working with different teams at various levels of a business including senior leadership as well as have excellent organization skills.

Engagement Manager Duties and Responsibilities

• Liaise with Clients - Engagement manager will oversee the implementation of our products and services, dealing with clients directly and often as their first and primary point of contact. They will help clients to implement our products and services by planning projects more effectively, often setting up “discovery sessions” with key stakeholders to identify issues and ways to improve.
• Manage Projects - A key aspect of an engagement manager’s role is to boost morale and build productivity within teams for better and more efficient execution of tasks and projects. The engagement manager will lead many different projects to ensure cohesion between project teams and to make sure that projects meet the agreed outcome from the client. Often, they conduct meetings with employees and clients to find solutions to problems and strengthen partnerships. Engagement manager has single point of accountability for cost, quality, ontime delivery of projects with high customer satisfaction.
• Identify Upselling Opportunities­ – The engagement manager will identify new or add-on opportunities to increase revenue, build brand awareness and improve our clients efficiency in conducting their business operations.
• Prepare Reports on Project Performance – Theengagement manager will track the progress of each project and work to manage the resources and timeline for each one, including the teams working on them. They prepare reports on these projects to identify achievements and goals met as well as to highlight any areas for improvement going forward.

Engagement Manager Skills and Qualifications

• Management skills – engagement manager will develop and manage relationships between teams at multiple levels of a company, so they need excellent management and communication skills
• Organization skills – engagement manager will need to multitask and organize both their time and the schedule of the project, as they often work on various projects and with multiple people at once. Strong organization skills are a must to ensure that all tasks are completed to the appropriate deadline
• Customer-oriented approach – companies depend on excellent business-to-customer relationships to succeed and build revenue, so the engagement manager must keep the customer at the forefront of their mind when developing implementation plans and problem solving
• Business acumen – engagement manager will need a keen understanding of what to do in any business situation, as each project will have unforeseen circumstances or challenges that are unique. This requires making adjustments and knowing what options are available to implement the appropriate plan changes
• Problem-solving skills – as issues arise between teams or within the project, the engagement manager must find solutions and liaise with team members and internal colleagues to quickly mitigate these challenges so they don’t affect project outcomes
• Bachelors Degree in Computer Science, Business Administration or related field required
• Masters Degree in Computer Science, Business Administration or related field highly desired
• Minimum ten (10) years’ experience in life sciences in a management consulting capacity
• Knowledge of commercial pharmaceutical CRM systems
• Knowledge of commercial pharmaceutical field sales, medical affairs and managed markets business processes
• Extensive experience as a project manager, program manager or engagement manager
• Proven experience as a business analyst
• Knowledge of Salesforce.com ecosystem, particularly delivering SFDC-based solutions
• Salesforce.com certification highly desired