Engagement Manager (Managed Services)

Lead all aspects of Managed Services engagements for Gong customers. Manage multiple customer programs to a defined scope, schedule, and budget. Forecast work and deploy program resources according to delivery plans. Ensure program deliverables are completed to the highest quality standards. Balance competing priorities effectively across multiple customers and projects. Conduct & coordinate meetings onsite and remotely according to the Gong Professional Services methodology standards. Execute ongoing program planning, discovery, and design workshops to map customer use cases to Gong platform workflows. Provide regular communications (verbal and written) to executive leadership, project teams, and customers. Identify, document, and lead mitigation efforts for program risks - disseminating clear and consistent updates to internal and external stakeholders. Challenge, advise, and redirect teams as well as client expectations when needed for successful program delivery. Gather ongoing requirements and issue change orders as appropriate. Facilitate identification, internal communication, and remediation of product issues. Ideate and develop new program deliverables that help improve existing team process. Contribute to practice development initiatives that accelerate organizational and team growth within Professional Services.