Engagement Manager

The Company:
 

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold’s products address the Messaging, Loyalty and Experiences marketing offerings, to a customer base that is categorized in three segments: Enterprise, Professional and Commercial. Marigold provides the most comprehensive set of use cases for Marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:
 

The Engagement Manager (EM) will play a key role in managing and enhancing customer relationships, ensuring client satisfaction, and driving successful project delivery for your assigned client portfolio. The EM will have exceptional communication and organizational skills, combined with a strong business acumen. As an EM you will be required to effectively collaborate with clients, cross-functional teams and stakeholders to ensure the overall successful delivery of all contracted scope. The EM will be, with support from the Program Director, with assigned Project Managers and other key roles, responsible for overseeing the end to end engagement process, from initial client onboarding through to project completion and ongoing success.

Responsibilities:

• Oversee and manage the lifecycle of all projects within the assigned portfolio, including initiation, planning, monitoring, control and closure.

• Coordinate cross-functional teams, providing leadership, guidance, and support to ensure successful program execution.

• Monitor and track portfolio progress, identifying and addressing any issues or risks that may arise during the course of business.

• Control the budget and scope within the assigned portfolio, demonstrating strong PMO governance and change control processes.

• Support the development implementation of effective communication strategies to keep stakeholders informed about program status, risks, and changes.

• Manage portfolio level budgets, financial resources, and expenditures, ensuring efficient and cost-effective use of resources.

• Facilitate decision-making processes and resolve conflicts or issues that may arise among team members or stakeholders.

• Ensure project governance is consistently applied on all portfolio projects, including reporting and transparency.

• Serve as the primary point of contact for clients, building and maintaining strong relationships.

• Understand client requirements, objectives, and expectations to align project deliverables accordingly,

• Work closely with Marigold’s Customer Success Managers to align engagement with broader adoption, success and contract renewals.

• Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.

• Identify opportunities to expand client engagements and contribute to business growth.

• Collaborate with the sales and marketing teams to develop proposals, participate in client presentations, and secure new business opportunities.

• Conduct regular customer reviews and gather feedback to drive continuous improvement.

Success Measures:

• Client Outcomes; effectively engage and communicate with stakeholders throughout the portfolio. Success will be measured by customer satisfaction, including sponsors, against agreed success factors.

• Marigold Outcomes; build strong brand reputation within the portfolio through consistent delivery quality and reliability. Create a “one team” environment across all engaged delivery stakeholders that encourages and nurtures strong collaboration and accountability.

• Financial Performance; Budgets, Forecasts, Margins adherence to target.

• Risk and Issue Management; Identify, assess and mitigate risks and issues within the regional portfolio and the broader Marigold business. Success is measured by the effectiveness of the risk management process and the ability to promptly address these, minimizing their impact on the portfolio.

• Project Delivery: Timely and successful completion of projects within budget, meeting or exceeding client expectations. Achieve and beat target margins for assigned client portfolio.

• Business Growth: Contributing to revenue growth, and achieving targets, through the expansion of existing client relationships and helping to secure new business opportunities. 

• Customer Success: Driving customer success metrics, including adoption rates, usage, and customer retention, working closely with the Customer Success team.

Requirements:

• Proven experience as an Engagement/Program/Project Manager (5+ Years) or similar client-facing role, in a software based consultancy (SaaS and Martech experience is beneficial).

• Project Management Professional (PMP) or Prince2 certification (or equivalent) is expected. Other similar qualifications will be considered.

• A bachelor's or master's degree in a relevant field such as business administration, project management, engineering, or a related discipline is required.

• SaaS Software Expertise: Strong understanding of SaaS software delivery processes, project lifecycle, and related resource requirements.

• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.

• Exceptional problem-solving and decision-making abilities, with a keen attention to detail.

• Proficiency in project management software and tools. Previous experience of PSA tools such as OpenAir, Forecast and Jira are beneficial.