Contact Center Task Order Manager
Leidos
PMP
Engagement Manager
Smartsheet
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $92,500 - $126,250 per year
Job Level
Mid-LevelSenior
Tech Stack
PMP
About the role
- Support the account team with pre-sales scoping and discovery activities through Discovery Workshops and pre-engagement planning sessions with the customer
- Actively enroll the required staff resources at the right time to maximize impact, utilization and customer outcomes.
- Manage and drive competing requests across simultaneous strategic client engagements.
- Identify, pull together, and drive project activities of teams from cross-functional and partner sources
- Provide insight into Engagement and Client level revenue forecasting for Monthly and Quarterly targets
- Manage project to time, budget, and contracted deliverables (including planning, scheduling, milestone reviews, etc.)
- Manage project P&L to targeted margin results
- Drive project reviews for management and customers
- Operate as additional eyes and ears within current accounts to identify and unlock follow-on opportunities.
- Create momentum to accelerate delivery and shorten time to value with our customers
- Ensure that engagements conclude with delighted clients that are willing to be referenced for new potential clients
- Proactively mitigate and handle critical customer concerns and at-risk accounts; communicate optimally and appropriately with internal and external leaders and executives.
- Own the escalation response and coordination for active projects and provide mentorship on escalation management to other Professional Services team members
- Ensure quality and time management processes are followed by the team (e.g., change controls, time card submissions)
- Supports documenting best practices in developing and deploying Smartsheet solutions
- Function as a frontline resource for “best practice” and informal customer questions
- Liaison with necessary teams within Smartsheet to achieve the above items
- Contribute to the development and ownership of the Smartsheet Delivery Methodology
- Contribute to engagement delivery standard operating procedures (SOPs) in Seismic
- As requested, support the account team with preparing and leading customer Quarterly Business Reviews (QBRs) during and after project execution
- Other duties as assigned
Requirements
- 4+ years of experience in customer-facing positions in a professional capacity ideally at Software or SaaS Provider
- At least 2 years of Project and Program Management experience at the enterprise level
- 2+ years of experience, leading customer-facing engagements in the enterprise space
- Management of large billable projects for external customers
- Experience with modern services deployment methodologies, with emphasis on software design and development
- Use of formal project management tools
- Expert-Level Scope control for fixed-fee engagements.
- Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet’s benefits, values, use cases, and business and technical elements
- Desire to work in a collaborative environment to promote and improve team performance
- Strong analytical skills regarding client and project management issues
- Strong organizational skills with an ability to manage competing client demands
- Ability to interact and communicate with CxO-level personnel with confidence and clarity
- Excellent communications and interpersonal skills
- One or more Industry Recognized Certifications Including;
- Project Management Professional Certification (PMP)
- Certified Scrum Master (CSM)
- Lean or Six Sigma certification
- Smartsheet Core and/or Project Management Certification
- Advanced degree (Masters Level) preferred or equivalent combination of relevant work experience and education
- Willing to travel periodically (up to 20-30%) based on customer and business needs
- Authorization to work in the U.S. for any employer on an ongoing basis
- Is Smartsheet Product Certified or has the ability to become certified within 3 months
- Experience with process improvement and the development of tools & processes that enable team member success
Benefits
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Sick Time Off
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to Udemy online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Project ManagementProgram ManagementScope ControlProcess ImprovementServices Deployment MethodologiesAnalytical SkillsOrganizational SkillsCustomer EngagementBudget ManagementRevenue Forecasting
Soft skills
Communication SkillsInterpersonal SkillsLeadershipCollaborationProblem SolvingMentorshipTime ManagementCustomer Relationship ManagementAdaptabilityConflict Resolution
Certifications
Project Management Professional (PMP)Certified Scrum Master (CSM)Lean CertificationSix Sigma CertificationSmartsheet Core CertificationProject Management CertificationAdvanced Degree (Masters Level)Smartsheet Product Certification
