At a Glance
- Tasks: Drive professional services sales and foster customer relationships to ensure success.
- Company: Join Ironclad, the leading AI contracting platform trusted by top organisations.
- Benefits: Enjoy private medical insurance, generous leave policies, and monthly wellbeing stipends.
- Other info: Hybrid role based in London with excellent career growth opportunities.
- Why this job: Be a trusted advisor and make a real impact in transforming customer experiences.
- Qualifications: Strong program management skills and experience with SaaS offerings required.
The predicted salary is between 60000 - 80000 £ per year.
Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from Rivian to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.
The Senior Services Engagement Manager will play a critical role by driving professional services sales, fostering positive relationships with our customers as their primary point of contact to drive end customer success. They will be setting Ironclad customers up for success by prescriptively guiding and helping them understand the scope and value of implementation services. The Sr. Services Engagement Manager serves as a trusted advisor to customers providing guidance to Sales, Partners and Professional Services teams, ensuring alignment on each customer’s project.
What you'll be doing:
- Lead professional services discovery/scoping discussions; align with presales, sales teams and partners to propose services engagements that best suit customer needs.
- Manage customer escalations for ongoing projects when scope changes or is not aligned with customer needs.
- Align closely with Sales teams, Partners, Ironclad Partner Relations teams on pre-sales activities such as scoping, solutioning, SOW development and project staffing.
- Develop sales content for services offerings that drive improved positioning by our sales teams.
- Collaborate with internal teams to design and develop services offerings that support new product functionality.
- Forecast professional services bookings for assigned go-to-market segments.
- Have a deep understanding of factors that drive customers implementations and how they directly contribute to long term customer retention.
- Align with customer on key success metrics and track projects progress with professional services team.
- Refer partners for contract migration services or other needs not delivered by Ironclad professional services.
What we're looking for:
- Program Management skills (Communication, Tracking projects, Raising Risks).
- SOW and Contract Negotiations.
- Ability to build rapport with peers and customers.
- Technical Skills: Experience with configuration and deployment of SaaS offerings.
- Cross functional collaboration: Ability to work with and build solid relationships with sales, partners, SEM, product teams and legal teams.
UK Employee Benefits at Ironclad:
- Private Medical & Dental insurance, covered at 100% for you and dependents.
- Life assurance and Income Protection.
- Generous leave policies, including parental leave, medical leave, and compassionate leave.
- Family-forming support through Maven for you and your partner.
- Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use.
- Standard pension contribution scheme.
- Regular team events to connect, recharge, and have fun.
- And most importantly, the opportunity to help build the company you want to work at.
Senior Services Engagement Manager in London employer: Ironclad
Ironclad is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on employee growth, we offer tailored development opportunities and encourage team members to contribute their insights to shape our products. Our hybrid work model ensures flexibility while maintaining a vibrant office environment, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Services Engagement Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ironclad. 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 Ironclad 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 Senior Services Engagement Manager in London
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 Ironclad:Your cover letter is your chance to shine! Tell us why you want to work at Ironclad 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 Ironclad!
How to prepare for a job interview at Ironclad
✨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.
