Engagement Manager at Torch

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Our Mission
Backed by top-tier investors, Torch is a fast-growing, mission-driven SaaS startup made up of psychologically oriented people who are passionate about helping leaders achieve their potential. Torch's platform provides coaches, clients, and customers with actionable insights into client and organizational strengths and challenges.
At Torch, we believe leadership matters. The world needs conscious leaders who drive invention, inspiration, and innovation to solve our time's most significant opportunities and challenges. Torch exists to create and support these leaders.
Torch is a hybrid remote and distributed team with offices in San Francisco, Buffalo, and New York. Join us as we not only work to empower conscious leaders for our customers but within our internal team as well!
The Team
Torch's Professional Services team partners with clients to maximize their investment in our learning and development platform. We do this by fostering strong relationships with our customers and delivering exceptional results.
The Engagement Manager will be responsible for working on consultative design solutions for new and existing enterprise customers. You will partner with clients to support their unique needs and enable them to successfully manage learning experiences on our platform. There will also be opportunities to help build and improve our team, including improving processes and improving cross-team collaboration.
As an Engagement Manager, you will work closely with our Customer Success, Delivery, and Sales teams to ensure our customers have a strong solutions experience and are able to achieve outcomes aligned to their organization's key business objectives.
The Engagement Manager will report to the Director of Professional Services.
Your Position:
    • Quickly become an expert on the Torch platform.
    • Work with customers to uncover their core business problems, ideate on potential solutions, build recommendations, craft timelines, engage a broad set of stakeholders to get work done and deliver a solution consistent with those recommendations on time.
    • Lead platform training sessions for customers to ensure they understand the product's full features and functionality.
    • Manage engagements end-to-end, including time and financials, and management and coordination of both internal and external resources. Post-deployment, you will partner closely with Customer Success Managers and other Delivery team members.
    • Collaborate with the Sales, Product, and Solutions teams by: acting as consultative expert during pre-sales, liaising with the solutions team throughout delivery, collaborating with product teams to support product feedback channels and leading engineering resources during technical implementation; including integrations and solution configurations.
    • Build deep meaningful relationships with customers and enable account expansion by identifying growth opportunities when consulting Torch's Sales and Customer Success teams.
    • Support internal initiatives to build the team's operations and the overall Torch culture.

Your Experience:
    • 5+ years of experience in client management, partner management, and/or program management, with particular emphasis on managing clients in a consulting capacity or managing programs in a high growth enterprise company
    • Track record of employing excellent problem solving and project management skills
    • Strong interpersonal skills: Ability to build and maintain strong relationships with stakeholders internally and externally, and communicate effectively while under pressure, balancing confidence, humility, and diplomacy
    • Excellent written and verbal communication skills: Ability to synthesize information into a coherent narrative and present that narrative in a compelling way
    • Cross-functional leadership and execution: Demonstrated ability to work cross-functionally to build alignment with colleagues across various functions and levels and engage them towards specific program outcomes
    • Experience working in the with corporate Human Resources and/or in the Learning & Development space and/or on client-facing team in a high-growth software-as-a-service (SaaS) company (a plus, not mandatory)
    • Experience working with modern software solutions including G Suite, Gmail, Slack, Salesforce, Jira, Confluence (a plus, not mandatory)

    • Fully covered medical, dental, and vision
    • Unlimited PTO
    • 401k Retirement Plan
    • Life Insurance
    • Disability Insurance
    • Paid Parental Leave
    • Social Justice Days
    • Torch Coaching
    • Remote workstation stipend
    • Generous Professional Development Stipend

Torch provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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