Engagement Manager

The Engagement Manager owns complex, high-touch, and multi-track Professional Services implementations. This person coordinates multiple BAs / Implementation Consultants, manages cross-track dependencies, leads customer communication for complex engagements, and ensures the customer receives one coherent delivery experience.
The candidate will have responsibilities across the following functions:
Multi-Track Project Coordination:
Own the integrated project plan for complex projects.
Coordinate multiple BAs, each potentially owning a separate track.
Identify cross-track dependencies and sequencing requirements.
Maintain visibility into progress across all tracks.
Ensure risks, blockers, and timeline impacts are visible early.
Keep the customer and internal team aligned on what is happening across tracks.
Customer Communication and Stakeholder Management:
Act as the primary customer-facing coordination owner for complex engagements.
Lead recurring customer status meetings for high-touch projects.
Set clear expectations on timelines, dependencies, customer responsibilities, and risks.
Translate technical and delivery complexity into clear customer communication.
Handle difficult conversations professionally.
Escalate issues when needed without surprising the customer.
Internal Coordination:
Coordinate with BAs / Implementation Consultants, and coordinate with Technical / Product Specialists for complex configuration or edge cases.
Coordinate with Development when new connector work or technical escalation is required.
Coordinate with QA / Requirements Review for simulations and test reporting.
Coordinate with Provisioning / Support on connectivity readiness.
Coordinate with the Integration Analysis Team on analysis outputs and data gaps.
Partner with Delivery Managers on staffing, project health, and escalation status.
Risk, Issue, and Dependency Management:
Maintain risk and issue visibility for complex projects.
Identify dependency conflicts early.
Drive resolution of blockers across tracks.
Escalate risks to the Delivery Manager / Head of PS when appropriate.
Track customer dependencies and decision points.
Ensure project plans reflect real dependencies and not just task lists.
Delivery Methodology and PS Playbook Adoption:
Follow and reinforce the PS Playbook for complex / multi-track project delivery.
Use standard communication templates, status formats, escalation paths, and project plan standards.
Provide feedback to Operations and the Best Practices Council on what works or needs improvement.
Help define multi-track project standards over time.
Key Deliverables:
Integrated project plan.
Cross-track timeline.
Dependency and risk log.
Customer communication plan.
Weekly/recurring status summaries.
Escalation updates.
Customer decision tracker, Cross-track action-item tracker.
Final readiness view across all tracks.
Lessons learned / process improvement feedback.
Requirements:
Strong customer-facing communication.
Project and stakeholder management.
Ability to coordinate multiple workstreams.
Risk and dependency management.
Escalation handling.
Ability to manage ambiguity.
Strong written status communication.
Ability to lead meetings with senior customer stakeholders.
Understanding of implementation, delivery and handoffs.
Ability to work with BAs, technical specialists, QA, development, and support teams.
Nice-to-Have:
SaaS implementation experience.
Consulting on delivery experience.
Experience managing integration-heavy projects.
Experience with HCM, ATS, ITSM, directory, identity, provisioning, or workflow systems.
Experience managing new connectors or technical build dependencies.
Experience managing projects with multiple business and technical stakeholders.

Experience
8-12 yrs