GitHub is seeking a Senior Engagement Manager for our Expert Services team. This position works closely with the Regional Directors and Services Delivery Engineers to provide excellent customer service to our customers, as well as serve as a liaison to internal teams. The Senior Engagement Manager reports to the Regional Director of Expert Services. This is a remote position.


The Senior Engagement Manager plays a pivotal role in maintaining client satisfaction by facilitating exceptional service from commencement to completion of the service delivery. The Senior Engagement Manager is the liaison between internal teams and services sales, with a primary focus on capturing customer sentiment throughout the entire services process. In addition, they are responsible for identifying and at times directly scheduling staff based on their skill set, location, and customer objectives. 

The Senior Engagement Manager supports the strategic, tactical, and customer facing functions to achieve corporate goals. The Senior Engagement Manager is focused on client satisfaction and for ongoing process improvement and operations flow specific to engagements to maintain a scalable, repeatable business. It is important that GitHub customers maintain a positive experience during the pre-sales contract development phase of services delivery.


Responsibilities

  • Collaborate with field services sales to understand customer needs so that services delivery can exceed expectations
  • Ensure client engagement issues are resolved in a fast and professional manner
  • Manage customer communication with regards to scheduling and sentiment
  • Identify and schedule staff for engagement delivery
  • Identify staff in collaboration with team management for Premium Services and other long-term engagements
  • Attend customer kick-off calls, build customer rapport, and garner customer feedback via satisfaction related surveys
  • Work closely with operations teams on forecasting, reporting, assignment allocation, and process improvements
  • Manage both internal and external surveys
  • Help standardize and optimize the engagement process flow
  • Contribute to weekly internal engagement reports that provide insight into 
    team accomplishments specific to customer engagements
  • Primary point of contact for the Services Delivery team when it comes to delivery expectations, customer context, or sales
  • Feedback any important customer information to the management team
  • Maintain a bias to act towards improving existing processes and communications
  • Possess a deep knowledge of best practices when it comes to strategic delivery and customer satisfaction, executing in effective yet pragmatic ways across complex projects
  • Work with operations to build solutions for scheduling, time tracking, and engagement visibility
  • Work closely with the Regional Director to ensure the backlog of services engagements are scheduled
  • Ensure sustainability and effectiveness when working with service delivery
  • Conduct partner alignment meetings and ensure partners understand their roles and responsibilities for co-delivered engagements.
  • Be a secondary support to the Project Management function
  • Be a secondary support to operations reporting

Requirements

  • Customer obsessed
  • 3+ years’ experience in a customer-facing role
  • Good follow-up on action items with a 'get-it-done' and positive attitude
  • Ability to navigate complex organizations and situations towards achievement of business goals
  • Ability to work in a fast-paced, frequently changing environment
  • Solutions oriented with good problem-solving skills
  • Professional, flexible and hands on approach
  • Results driven
  • Attention to detail
  • Great communication skills, both verbal and written
  • Proactive team member who takes initiative
  • Team player
  • Self-motivated
  • Ability to work towards strict deadlines

Preferred Qualifications

  • Experience working in a technology vendor in an operations or project management capacity
  • Basic awareness of software development tool vocabulary
  • Technical aptitude to learn basic Git and GitHub vocabulary

Location: In this role, you can work remotely from anywhere in Australia. 

#LI-Remote 


 

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.

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