Overview

Zennify is looking for a Senior Engagement Manager (SEM) to join our team!  This individual will play an integral role in delivering business value and growing the footprint of our existing customer base while maintaining a focus on overall customer and satisfaction. This is a dynamic role seeking self-directed leaders with exceptional communication skills and strong business acumen. It’s expected you have experience in the Salesforce ecosystem and/or other technologies Zennify supports, and can skill up quickly to fill gaps. 

You are a strategist at heart; a unique blend of business consultant, relationship manager and technologist. You are a natural conductor, capable of bringing the right constituents together to solve problems and capitalize on opportunities. You are able to quickly evaluate the customer’s business and connect their offerings, challenges and goals to Zennify’s services. You understand the financial model of a services business and know which metrics to use in order to monitor health and proactively de-risk the program for the business. You enjoy developing impactful customer and internal relationships and find ways to open doors across the customer organization.  You love telling compelling stories, and can help Zennify articulate the business value achieved by our work in the language of the customer. You’ve worked cross-functionally with sales, marketing and operations.  You know how to manage the internal team with the same care and nuance you give your customers.  You support and protect our flank through high-level oversight on existing engagements and getting strategies in place to help de-risk the account and protect revenue streams. You have worked either in or supported sales for the entire sales cycle and are comfortable with both the strategic and commercial side of account planning.

Primary Responsibilities

• Primary Customer Relationship owner across all engagements for assigned accounts.
• Develop and nurture trusted advisor relationships with clients, establishing key relationships with client stakeholders
• Manage your book of business - oversee activity and measure success for all phases of the customer lifecycle cycle from onboarding to roadmapping and renewals.
• Serve as the primary escalation point for issues that impact the account; you will lead the solution and own communication with internal and external stakeholders to mediate and resolve issues
• Monitor customer health and high-level project health
• Co-Own account plan development and supports account expansion motions with sales
• Identifies new opportunities in coordination with project teams and sales
• Owns gathering information and developing customer stories for marketing
• Work across departments internally to help Zennify evolve its practice through the lens of customer success
• Marketing Support - customer stories, conference engagement and referrals
• Establish frameworks for communication between Zennify and the account at all levels of the engagement
• Support sales and executive team on fiscal year planning exercises
• Foster trusted relationship with delivery team leads in all competencies. Support SteerCo, Tollgates, Kickoff and key meetings. Very close partnership with Project Management.
• Work with the customer to identify customer objectives and KPIs
• Collaborate with client, Zennify leadership, project teams and sales teams to advise and ensure the right level of expertise is engaged for success in the account
• Supports sales throughout the commercial process.  Reviews proposals, estimates and SOWs, attends pitch calls and participates actively as supporting cast
• Support your project managers to navigate project challenges and sensitive client communications; be a second set of eyes when needed
• Promote the growth and development of project managers to think strategically, to advise clients, and to manage projects and relationships with long-term visioning

Required Qualifications

• 6+ years professional experience in the field (client services and/or technology)
• 6+ years in consulting/client services in customer facing roles, or relevant in-house
• 6+ years in account management/customer success functions
• 6+ years experience supporting sales and leading/participating in account plan development
• High EQ. Great listening and communication abilities. 
• Revenue management (P&L responsibility) and/or revenue generation experience (sales & solutions)
• Ability to communicate, present to and influence key stakeholders at all levels of a customer’s organization, including executives and C-levels 
• Proven track record building high performing teams, growing relationships and leading  complex engagements across multiple stakeholders, teams, and vendors
• Experience at Salesforce, consulting in the Salesforce ecosystem or relevant in-house experience
• Conflict resolution and escalation management is second nature 
• Experience leading QBRs, discoveries, roadmapping exercises
• Excellent listening, negotiation and presentation abilities
• Familiarity with cloud based, enterprise level packaged applications 
• Practical knowledge of SDLC  
• Familiarity and comfort with common project management tools, metrics, processes, and expectations

• Ability to meet travel requirements, when applicable 

Preferred Qualifications

• Experience directly managing implementation projects
• Direct sales experience not required, but is a plus
• Understanding of multiple methodologies, including experience in Agile methodologies
• Certification in one of the following (or equivalent experience): Salesforce Administrator, Sales Cloud Consultant, Service Cloud Consultant, nCino Commercial or Retail 
• Financial Services background helpful, but not required

Qualities of the Ideal Candidate

• Thrives in a team-based, high energy and fast-paced environment
• Service-oriented and innately driven to produce outstanding customer satisfaction and results
• Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies.

• Enjoys discovering and learning new technologies
• Analytical and prone to logically and methodically working through problems 
• Strong aptitude for prioritization and multitasking in a deadline-driven environment
• Possess a sense of urgency with strong organizational and follow-up skills
• Exercises independent judgment and can execute in a lead role on strategic, enterprise client projects