Engagement Manager

Customer Relationship & Support London, United Kingdom


The Engagement Manager has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers in our Application Business. The Engagement Manager is expected to continually develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires:

  • A passion for delivering service excellence
  • A passion for developing strong, close professional relationships with people and ability to quickly build rapport both internally & externally
  • A passion for working in teams, directing others for best customer outcomes and holding others accountable
  • A passion for leading, mentoring and being part of a larger community and developing, implementing and leading continuous improvement initiatives.

Key Accountabilities

  • Manage stakeholders working with multiple clients (local and remote) and teams (onsite, remote and offshore)
  • Lead business and functional requirements, definition and prioritization of requirements
  • Manage client expectations and maintain relationships
  • Assist Executive Leadership in continuous improvement activities and operational analytical reporting
  • Prepare reports for clients and management regarding the status of the account and address issues/concerns when appropriate
  • Set and manage deadlines with clients and internal team (assign responsibilities, monitor progress of projects, weekly client status reports and calls)
  • Support pre-sales activities which could include participating in sales calls and proposal development (statements of work)
  • Map business requirements to application features and functionality
  • Demonstrate understanding of business drivers and how they influence the application design
  • Create and maintain system-related documentation, such as business requirements, process flows, data maps, configuration worksheets, etc
  • Train clients on application in relation to their business processes and best practices, when needed
Key Requirements
  • Experience managing the project delivery of Application implementations within a consulting environment
  • Sales and Service Cloud certifications
  • Experience in professional services/consulting organization
  • Experience in Waterfall and Agile approaches to project management
  • Experience managing multiple projects at one time (including but not limited to: implementations, upgrades, and new installations)
  • Strong time management skills as you’ll have multiple priorities to focus on in a week that often changes based on client demands
  • The ability to be self-directed and work in an ambiguous and dynamic environment
  • Demonstrate good judgement to delivering solutions that optimizes activities across company needs, business constraints and technology
  • Share best practices and consulting to clients throughout projects
  • Innate service mentality and care for the client experience
  • Demonstrate ability to proactively mitigate risk
  • Strong work ethic and the ability to work autonomously
  • Strong business and technical acumen
  • Exceptional written and verbal communication
  • Ability to interact with executive-level clients
  • Aptitude for resolving a variety of issues quickly and effectively – with the authority to create solutions
  • Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans
  • Ability to have difficult conversations
  • Ability to adapt working style and approach to best communicate with various business contacts