At a Glance
- Tasks: Lead complex enterprise projects and ensure successful customer onboarding.
- Company: Join Rocketlane, a fast-growing SaaS company transforming customer experiences.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on innovation and customer success.
- Why this job: Be the strategic leader driving impactful implementations in a thriving tech space.
- Qualifications: 10+ years in enterprise software delivery with strong project management skills.
The predicted salary is between 70000 - 90000 £ per year.
Rocketlane is a fast-growing Saa S company transforming customer onboarding and professional services automation.
Our mission is to give B2B companies a smooth, consistent, efficient way to onboard customers and manage client projects, reducing chaos and boosting satisfaction across industries.
We're a close-knit team of 250+ passionate professionals building a product teams love, fueled by $105M in funding from 8VC, Matrix Partners, and Nexus Venture Partners.
About The Role
We're looking for an Engagement Manager to own and drive delivery of our most complex enterprise implementations, from kickoff through go-live and handoff to Customer Success.
You're the strategic quarterback for high-stakes, multi-stakeholder projects where technical complexity meets organizational change.
You'll be the primary relationship owner for enterprise customers, commanding respect in executive conversations while rolling up your sleeves to architect solutions, unblock technical issues, and guide implementation teams.
You're technical enough to challenge solution designs and direct engineering teams, strategic enough to navigate C-level politics and manage stakeholder expectations, and disciplined enough to deliver on-time, on-budget.
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 it back on track, whether that means redesigning integration architecture, facilitating a hard conversation with a frustrated CTO, or building a prototype to prove feasibility.
If you've led complex enterprise implementations in high-growth Saa S, thrive in ambiguity, and can earn trust with engineers and executives alike, 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 go-live and CSM transition
- Serve as primary relationship owner and strategic advisor for 3–5 concurrent enterprise accounts
- Lead project planning, scope management, risk mitigation, and change management for multi-phase, multi-stakeholder rollouts
- Manage project economics: profitability, budget burn, overrun forecasting, and scope negotiation
- Define success criteria upfront and measure progress against business outcomes, not just tasks
- Executive Relationship Management & Strategic Advisory
- Build and maintain C-level and VP relationships with customer executives throughout the implementation lifecycle
- Conduct Executive Business Reviews and Steering Committee meetings, showcasing value and aligning on next phases
- Serve as escalation point for at-risk projects: diagnose root cause, build recovery plans, facilitate difficult stakeholder conversations
- Navigate organizational politics, competing priorities, and misalignment to drive consensus and progress
- Act as trusted advisor on change management and organizational readiness, not just technical implementation
- Translate business objectives into implementation strategy and technical constraints into business language
- Technical Solution Design & Architecture Guidance
- Lead design workshops with customer technical teams to architect integration flows, data migration strategy, and workflow design
- Design integrations between Rocketlane and enterprise systems (Net Suite, Salesforce, Workday, SAP, HRMS, CRMs, data warehouses)
- Review and validate Solution Architect designs; push back when risky, over-engineered, or misaligned
- Provide technical direction to implementation teams and partner engineering; unblock issues during build
- Understand REST APIs, webhooks, auth patterns (OAuth, SAML, SSO), and data flows well enough to guide customer IT conversations and troubleshoot integration failures
- Hands-On Delivery & Problem-Solving
- Jump into stuck projects: review plans, debug integrations, validate migrations, test configurations
- Build prototypes or POCs with AI tools (Claude, Cursor, MCPs) to validate feasibility before committing to customers
- Cross-Functional Collaboration & Influence
- Partner with Sales presales to shape deal strategy, validate scoping, and ensure smooth AE-to-delivery handoff
- Collaborate with Product and Engineering to prioritize roadmap items that reduce complexity or unblock requirements
- Translate customer pain from the field into actionable product requirements
- Work with Customer Success on handoff criteria and seamless transition to ongoing adoption
- Partner with India-based delivery teams to coordinate global delivery and leverage offshore capacity
- Represent voice of the customer internally, shaping product, sales, and GTM strategy
- Provide technical and delivery guidance to Implementation Managers and Solution Architects on your projects
- Mentor junior team members on stakeholder management, scope negotiation, and delivery discipline
- Run project retrospectives and document lessons learned to improve delivery playbooks
- Contribute to the PS knowledge base: solution patterns, integration playbooks, escalation frameworks, templates
- Delivery Excellence & Process Discipline
- Maintain rigorous project hygiene: current plans, accurate status, proactive risk management, clear RACI
- Track key metrics: milestone completion, budget burn, scope changes, CSATImplement delivery governance: phase gate reviews, quality checkpoints, go-live readiness assessments
- Drive continuous improvement: iterate on delivery methodology and share best practices
Who You Are
- 10–15 years in enterprise software delivery, professional services, technical consulting, or implementation management
- Proven track record leading complex, multi-stakeholder enterprise implementations in B2B Saa S (ideally PSA, CRM, ERP, workflow platforms)
- Deep hands-on experience across the full lifecycle: discovery, design, build, UAT, data migration, go-live, hypercare
- Experience managing high-stakes projects ($200K–$1M+ ACV) with executive visibility and complex technical requirements
- Track record of on-time go-lives, high CSAT, renewals, and expansion revenue
- Experience with global delivery teams and distributed resources across time zones
- Technical Depth & Solution Design Capability
- Strong understanding of integration architecture: REST APIs, webhooks, i Paa S, auth protocols (OAuth, SAML, SSO)
- Can read API docs, evaluate feasibility, and direct engineering teams (you don't write production code, but can prototype and troubleshoot)
- Familiarity with data modeling, ETL, migration strategy, and enterprise data flows
- Comfortable using modern AI tools (Claude, Cursor, MCPs) to accelerate problem-solving and delivery
- Bonus: PSA platform experience and understanding of PS operations (resourcing, time tracking, revenue recognition, margin analysis)
- Project Management & Operational Excellence
- Expert-level PM skills: scope definition, work breakdown, risk management, dependency tracking, change control
- Data-driven: uses metrics to diagnose problems, forecast outcomes, drive accountability
- Strong business acumen: project economics, margin dynamics, resource utilization, delivery's impact on growth
- Process-oriented but pragmatic: builds structure without letting it become bureaucracy
- Proactive risk manager: sees around corners and mitigates before problems escalates
- Hands-On & High-Energy
- Willing to get into the weeds: review a broken integration, rebuild a plan, facilitate a heated meeting, prototype a solution
- High energy, bias toward action: moves fast, decides with incomplete information, iterates on feedback
- Comfortable with ambiguity and shifting priorities in a fast-paced startup
- Not precious about scope: does what's needed for customer and team success
- Resilient under pressure: stays calm when projects are at risk
- #J-18808-Ljbffr
Customer Engagement Manager employer: Rocketlane
Rocketlane is an exceptional employer that fosters a vibrant work culture where innovation and collaboration thrive. As an AI Implementation Manager, you'll enjoy significant ownership of your projects while working alongside a talented team dedicated to transforming customer onboarding experiences. With ample opportunities for professional growth, flexible working hours, and a commitment to celebrating achievements, Rocketlane ensures that every employee feels valued and empowered to make a meaningful impact.
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 Rocketlane. 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 Rocketlane 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 Rocketlane:Your cover letter is your chance to shine! Tell us why you want to work at Rocketlane 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 Rocketlane!
How to prepare for a job interview at Rocketlane
✨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.
