Engagement Manager

About the Team

Miro’s Advisory Services team sits within the Professional Services organization and is focused on strategic guidance for Enterprise plan customers with a focus on human-centered change, experience design, deep product expertise, and workflow transformation. The Advisory Services team brings the product and transformation expertise required to accelerate business value realization on Miro. You will understand our customer’s needs and proactively identify ways in which they can interact with Miro to achieve their goals!

About the Role

As an Engagement Manager, Advisory Services, you will support the Go To Market organization in developing solutions that help customers accelerate their business outcomes with Miro. You will be the subject matter expert for positioning Professional Services with customers, driving healthy services pipeline, bookings, and a global portfolio of service offerings that best reflects customer needs.Day to day responsibilities include alignment with sales leadership on priority services accounts, leading customer discovery and proposal development, creating thought leadership to credential Miro’s solution and value-oriented brand in the marketplace, and optimizing our global portfolio of Service Offerings. In essence, the Engagement Manager bridges the Sales promise to the Delivery execution. 

What you’ll do

• Empower GTM: Act as an advisor for positioning Professional Services with customers,  ensuring that Sales and Customer Success understand our offerings and can articulate the value of services
• Own pre-sales activities such as customer discovery, solutioning, and proposal development for Professional Services, working cross-functionally to gain alignment
• Lead customer discovery workshops in order to articulate the business value of Miro, and develop the estimated delivery scope and effort required to realize that value
• Accountability for Results: Be accountable for the team attainment of key metrics and outcomes including: services bookings, services inclusion rate, and customer satisfaction 
• Provide Advisory Services Consultants with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
• Where appropriate and required for Customer Success, provide direct oversight to project teams during the full lifecycle of the engagement
• Manage multiple strategic clients simultaneously
• Retain and nurture relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriately
• Navigate and engage within our partner ecosystem, where partners may simultaneously work with you around a common set of accounts
• Proactively identify and mitigate risks to customer success, be it through the addition of new features and services, strategy & planning, or escalation
• Be Curious and Identify Solutions: Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while helping customers realize business impact and value through their usage of Miro
• Contribute to the development of professional services offerings and delivery methodologies
• Develop a strong understanding of the Miro platform and remain current on related features

What you’ll need

• 5+ years of consulting/service delivery experience at a SaaS (or related) company, driving transformation, innovation, and change initiatives with fortune 500 clients 
• 2+ years of experience operating in a pre-sales environment, shaping and scoping large and complex services engagements
• Strong background in change management, with the ability to navigate and lead organizational transformations
• Proven ability to influence stakeholders at all levels, building strong relationships, managing risks and escalations, and ensuring company-wide commitment
• Ability to frame business problems and communicate insights with a bias towards action
• Ability to identify organizational blocks to co-creation and collaboration, and provide recommendations to systemically address them
• History of building repeatable processes and dealing with ambiguity
• Strong written and verbal communication skills, executive level presence and experience working in a client advisory role
• Demonstrated ability to lead and manage projects with cross-functional partners and customers, yielding influence without direct authority 
• Miro platform experience a plus

What’s in it for you

• Competitive equity package
• Health insurance for you and your family
• Corporate pension plan
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Opportunity to work for a globally diverse team