Client Engagement Manager

Client Engagement Manager

Position Purpose

The Client Engagement Manager will lead a project team and manage the software design, software development, and overall product lifecycle for SugarCRM, Salesforce, and other client facing systems. A Client Engagement Manager may be involved in product configuration, data conversion, and testing. A Client Engagement Manager will be able to operate independently, though typically will work as part of a team with varying skill sets to create, support, and deploy production applications.


The Client Engagement Manager generates professional services revenue and ensures customer success by:

  • Creating effective and complete Solution Design Documents through various discovery methods
  • Orchestrating the work and deliverables of multiple active projects for a portfolio of assigned clients

Desired Outcomes

  • Deliver customer projects on time and on budget.
  • Customer projects are well understood by the client and professional services team; are of high quality, fully tested, and fully documented.

Major Tasks Responsibilities and Key Accountabilities

~70% Delivery & Execution:

  • Leads and manages complex projects with multiple deliverables; prepared by differing teams. Can create and keep current detailed project plans within timelines and budgeted levels of effort.
  • Collaborates with other team members and clients to prepare detailed solution designs and specifications to meet customer needs.
  • Documents, reviews and ensures that all quality and change control standards are met
  • Works with the Team to ensure requirements and specifications are developer ready, easy to understand, and testable
  • Manages multiple projects for a portfolio of clients and provides updates to management as necessary
  • Escalates issues and concerns to leadership as appropriate
  • Configures commercial off the shelf solutions to align with evolving business needs
  • Creates meaningful dashboards, and reporting features as requested by clients
  • Conducts Discovery and Requirements sessions with clients and staff

~20% Support & Enablement:

  • Fields questions from colleagues and clients
  • Assists with corporate process and procedural improvements

~10% Learning:

  • Participates in learning activities around project management & solution design
  • Stays current with off the shelf packages managed & delivered by W-Systems
  • Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations

Minimum Qualifications

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
  • Has the knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
  • Years of Relevant Work Experience: 2 years
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications

  • 4-6 years of relevant work experience
  • Experience managing complicated software development projects
  • Experience elucidating and documenting user requirements
  • Experience creating development specifications
  • Knowledge of customer facing cloud business solutions

Preferred Certifications

  • SugarCRM Certified Administrator
  • SugarCRM Certified Solutions Architect
  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Services Cloud Consultant

Location: Austin, TX

Job type: Full Time

Job status: Open

Job department: Professional Services

Required experience: Experienced


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