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Engagement Manager

Chicago | New York City

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

Engagement Managers lead the execution, coordination, and oversight of implementation and expansion programs that help Gong’s customers achieve critical business outcomes. They have mastered the tenets of project management and can balance a portfolio of strategic, multi-year customer engagements. They are comfortable embedding themselves as trusted advisors within customers’ revenue teams - executing highly detailed plans that encapsulate discovery, business process mapping, technical configuration, change management methods, and energizing a user base to drive long-term adoption.

This role is part of an exciting team within Professional Services, focused on customers who require a more customized, tailored, and out-of the-box implementation solution.   This can range from customers with a complex multi-phase rollout plan to customers who require a more agile effort with unique use cases, seeking a non standard project approach.   You will also support our newest product rollouts by working closely with our beta customers.  You will be responsible for creating new documentation to support the  implementation effort, sharing insights with others in the company, and establishing a repeatable implementation framework that can be used for all future customers.  Your ability to synthesize learnings from all your engagements will lead to new package recommendations as we continue to expand our PS offerings at Gong.  

RESPONSIBILITIES
  • Lead all aspects of implementation 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 
QUALIFICATIONS 
  • 6+ years of Project Management experience (time, cost, scope, risk management); PMP certification is a plus
  • 5+ years of professional consulting experience, preferably in Enterprise software
  • Proven ability to influence change within customer organizations
  • Understanding and experience in sales strategy.  Experience with Forecast solutions is a plus
  • Experience with SaaS applications that support Enterprise business processes.
  • Strong CRM experience or knowledge (Salesforce.com or Dynamics preferred)
  • Solid ability to optimally coordinate and work across functional & technical teams – both internally and with partners, both in-person and virtually
  • Understand business and organizational complexity at large strategic firms
  • Familiarity working with cross-functional teams, including: Sales, Customer Success, Product, Enablement, and Engineering
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Desire to  embrace change and hypergrowth in your role, your team, your organization’s strategy, and the products you support
  • Willingness to travel
PERKS & BENEFITS 
  • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
  • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
  • Mental Health benefits with covered therapy and coaching.
  • 401(k) program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life blend.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $106,000 - $157,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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