At a Glance
- Tasks: Lead complex enterprise projects from kickoff to go-live, ensuring customer success.
- Company: Dynamic SaaS company focused on innovative solutions and customer engagement.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and mentorship.
- Why this job: Be the strategic leader in high-stakes projects that drive real impact.
- Qualifications: 10-15 years in software delivery with strong project management skills.
The predicted salary is between 70000 - 85000 £ per year.
About The Role
We are looking for an Engagement Manager who will own and drive the successful delivery of our most complex enterprise implementations from kickoff through go-live and handoff to Customer Success.
You are the strategic quarterback for high-stakes, multi-stakeholder projects where technical complexity meets organizational change management.
You will serve as the primary relationship owner for enterprise customers throughout their implementation journey, commanding respect in executive conversations while rolling up your sleeves to architect solutions, unblock technical issues, and guide implementation teams.
You are technical enough to challenge solution designs and give direction to engineering teams, strategic enough to navigate C-level politics and assertively manage stakeholder expectations, and operationally disciplined enough to deliver on-time, on-budget implementations.
This role sits at the intersection of technical expertise, delivery excellence, and executive advisory.
You own outcomes, not just activities.
When a $500K implementation is at risk, you're the person who jumps in, diagnoses what's broken, realigns stakeholders, and gets the project back on track—whether that means helping team redesign the integration architecture, facilitating a difficult conversation with a frustrated CTO, or getting a prototype built to prove feasibility.
If you have led complex enterprise implementations in high-growth Saa S environments, thrive in ambiguity, can earn trust with both engineers and executives, and believe that exceptional delivery is the foundation of customer success, this role is for you.
What You Will Do
- Enterprise Project Leadership & Delivery Ownership
- Own end-to-end delivery of complex enterprise implementations ($200K-$1M+ ACV) from sales handoff through successful go-live and CSM transition
- Serve as primary relationship owner and strategic advisor for 3-5 concurrent enterprise accounts, ensuring customer success and contract value realization
- Lead project planning, scope management, risk mitigation, and change management for multi-phase, multi-stakeholder rollouts
- Drive project governance: weekly status reviews, executive steering committees, escalation management, and lessons learned
- Manage project economics: ensure delivery profitability, track budget burn, forecast overruns, and negotiate scope changes when needed
- Define success criteria with customers upfront and measure progress against business outcomes, not just task completion
- Executive Relationship Management & Strategic Advisory
- Build and maintain C-level and VP-level relationships with customer executives throughout the implementation lifecycle
- Conduct Executive Business Reviews (EBRs) and Steering Committee meetings, showcasing value delivered and aligning on next phases
- Serve as escalation point for at-risk projects: diagnose root cause, develop recovery plans, and facilitate difficult stakeholder conversations
- Navigate organizational politics, competing priorities, and stakeholder misalignment to drive consensus and forward progress
- Act as trusted advisor on change management, adoption strategy, and organizational readiness-not-just technical implementation
- Translate business objectives into implementation strategies and communicate technical constraints in business language executives understand
- Technical Solution Design & Architecture Guidance
- Lead or co-lead design workshops with customer technical teams to architect end-to-end solutions: integration flows, data migration strategies, workflow design
- Design integrations between Rocketlane and enterprise systems (Net Suite, Salesforce, Workday, SAP, HRMS, CRMs, data warehouses)
- Evaluate integration approaches and make build-vs-buy recommendations: native connectors, i Paa S platforms (Workato, Boomi), custom API development
- Review and validate solution designs created by Solution Architects; push back when designs are technically risky, over-engineered, or misaligned with customer needs
- Provide technical direction to implementation teams and partner engineering resources; unblock technical issues that arise during build phase
- Understand REST APIs, webhooks, authentication patterns (OAuth, SAML, SSO), and data flows well enough to guide technical conversations with customer IT teams and troubleshoot integration failures
- Hands‑On Delivery & Problem‑Solving
- Jump into the details when projects are stuck: review project plans, debug integration issues, validate data migrations, test configurations
- Build prototypes or proofs‑of‑concept using AI tools (Claude, Cursor, MCPs) to validate technical feasibility before committing to customers
- Lead UAT planning and execution; work with customer teams to define test scenarios, track defects, and manage go‑live readiness
- Manage data migration from legacy systems: validate data quality, define transformation rules, oversee cutover planning
- Use modern AI tools to accelerate delivery: automate documentation, generate project artifacts, build validation scripts, enhance productivity
- Cross‑Functional Collaboration & Influence
- Partner with Sales during presales phase to shape deal strategy, validate scoping accuracy, and ensure smooth handoff from AE to delivery
- Collaborate with Product and Engineering teams to prioritize roadmap items that reduce implementation complexity or unblock customer requirements
- Influence Product team on feature gaps discovered in the field; translate customer pain into actionable product requirements
- Work with Customer Success to define handoff criteria and ensure seamless transition from implementation to ongoing adoption
- Partner with India‑based delivery teams and product engineering to coordinate global delivery efforts and leverage offshore capacity
- Represent voice of the customer internally, ensuring delivery insights shape product, sales, and go‑to‑market strategy
- Team Leadership & Mentorship (Indirect)
- Provide technical and delivery guidance to Implementation Managers and Solution Architects working on your projects
- Mentor junior team members on stakeholder management, scope negotiation, technical problem‑solving, and delivery discipline
- Conduct project retrospectives and document lessons learned to improve delivery playbooks and team capabilities
- Contribute to PS knowledge base: solution patterns, integration playbooks, escalation frameworks, project templates
- Delivery Excellence & Process Discipline
- Maintain rigorous project hygiene: up-to-date project plans, accurate status reporting, proactive risk management, clear RACI structures
- Track and report on key project metrics: milestone completion, budget burn, scope change requests, customer satisfaction (CSAT)
- Implement delivery governance on your projects: phase gate reviews, quality checkpoints, go‑live readiness assessments
- Drive continuous improvement: identify what’s working and what isn’t, iterate on delivery methodology, share best practices with team
Who You Are
Experience & Track Record
- 10-15 years in enterprise software delivery, professional services, technical consulting, or implementation management roles
- Proven track record leading complex, multi‑stakeholder enterprise implementations in B2B Saa S (ideally PSA, CRM, ERP, workflow platforms, or enterprise Saa S)
- Deep hands‑on delivery experience across the full implementation lifecycle: discovery, design, build, UAT, data migration, go‑live, hypercare
- Experience managing high‑stakes projects ($200K-$1M+ ACV) with executive visibility, tight timelines, and complex technical requirements
- Track record of successful delivery outcomes: on‑time go‑lives, high customer satisfaction, contract renewals, expansion revenue
- Experience working with global delivery teams and managing distributed project resources across time zones
- Technical Depth & Solution Design Capability
- Strong understanding of integration architectures: REST APIs, webhooks, i Paa S platforms, authentication protocols (OAuth, SAML, SSO)
- Ability to read API documentation, evaluate technical feasibility, and provide direction to engineering teams (you don’t write production code, but you can prototype and troubleshoot)
- Experience designing solutions for enterprise systems: PSA, CRM, ERP, HRMS, financial systems, data platforms
- Familiarity with data modeling, ETL processes, data migration strategies, and enterprise data flows
- Comfortable using modern AI tools (Claude, Cursor, MCPs) to accelerate problem‑solving, build prototypes, and enhance delivery productivity
- Executive Presence & Customer Engagement
- Exceptional executive presence: comfortable presenting to and building relationships with C-level stakeholders (CTO, COO, CFO, VP‑level)
- Ability to shift seamlessly between strategic conversations (business outcomes, ROI, change management) and technical conversations (integration architecture, data flows, API design)
- Command respect in the room without dominating it: you listen deeply, ask insightful questions, and guide decisions collaboratively
- Diplomatic yet direct: you push back assertively on unrealistic timelines, scope creep, and poor decisions while maintaining trust and strong relationships
- Confident managing difficult conversations: scope disputes, project delays, underperforming vendors, stakeholder misalignment, at‑risk go‑lives
- Project Management & Operational Excellence
- Expert‑level project management skills: scope definition, work breakdown structures, risk management, dependency tracking, change control
- Data‑driven decision maker: you use metrics to diagnose problems, forecast outcomes, and drive accountability
- Strong business acumen: you understand project economics, gross margin dynamics, resource utilization, and how delivery impacts company growth
- Process‑oriented but pragmatic: you build
- #J-18808-Ljbffr
Customer Engagement Manager employer: Gilder Search Group
Gilder Search Group is an exceptional employer, offering a dynamic work environment that prioritises safety and compliance in the renewable energy sector. With a strong focus on employee growth, we provide comprehensive relocation assistance and opportunities for professional development, making this role in northern Scotland not just a job, but a meaningful career path in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gilder Search Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gilder Search Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Engagement Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gilder Search Group:Your cover letter is your chance to shine! Tell us why you want to work at Gilder Search Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gilder Search Group!
How to prepare for a job interview at Gilder Search Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
