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The Algolia Engagement Management Practice is a key enabler of our strategic onboarding program, focusing on supporting customers alongside technical counterparts via scoped professional services.
As a Technical Onboarding & Engagement Manager, your job will require knowledge of Algolia's suite of products and post-sale service offerings, but an innate ability to successfully scope and deliver a great customer experience while managing multiple ongoing customer facing engagements to a production go live.
**Your Role Will Consist of**:
- Prioritising portfolio of ongoing technical projects to effectively lead, coordinate and manage day-to-day activities to flawlessly execute, serving as the point of contact for both client and project stakeholders; holding teams accountable to expected timelines, objectives, allotted hours and quality to achieve project go lives in a 3-6 month window, driving a fantastic customer experience in the process
- Successfully managing client relations via strong presentation, written and verbal communication skills with an ability to influence various audiences (technical, managers, product, executives)
- Collaborating with Account Executives and Solution Engineers on pre-to-post-sales handover to confirm scope, timelines, KPI's and success criteria is effectively documented to allow for seamless mobilisation and project kickoff with appropriate technical and / or business consulting resources
- Scaling creation of project charter / delivery plans alongside technical counterparts for search implementation projects to ensure requirements, tasks, milestones, dependencies, deliverables and expectations are clearly documented, articulated and organized in project tooling
- Regularly communicating project status, health and strategic recommendations internally and externally via appropriate channels
- Contingency planning to remove project impediments, pivoting to ensure project progression and targeted timelines are being achieved
- Proactively identifying, mitigating and managing escalations of at-risk onboarding accounts; raising and routing concerns to Professional Services leadership team as required
- Successfully transferring accounts to RUN team post customer go live, ensuring internal team has domain knowledge along with comprehension of account current state while customer has understanding of POC(s) and confidence in path forward due to relationship and loyalty built during onboarding phase
- Recognising and documenting opportunities to automate and optimise professional service onboarding delivery, processes, toolkit and playbook; assisting with repeatability and standardisation of the program
**You Might Be A Fit If You Have**:
- 5+ years customer facing Project Management experience in an agency or SAAS setting working closely with Solutions Architects or Engineers on multiple ongoing digital / technical engagements across the IT project lifecycle
- Experience leveraging different Project Management methodologies to achieve desired success during project delivery which may include Waterfall, Kanban, Scrum and Scrumban
- Thrive in a fast-paced and dynamic environment with exceptional attention to detail
**Nice To Have**:
- Project Management or Agile Certification (PMP, SAFe, CSM, Six Sigma)
- Technical degree in computer science, engineering, or related quantitative field
- Understanding and use of project management systems which may include Smartsheet, Workamajig, MS Office, Jira | Atlassian, Google Suite, Salesforce, Asana, Gainsight, Toggl and Harvest
- Experience in mentorship
- Working knowledge of SQL
**WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES**:
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
- TRUST - Willingness to trust our co-workers and to take ownership.
- CANDOR - Ability to receive and give constructive feedback.
- CARE - Genuine care about other team members, our clients and the decisions we make in the company.
- HUMILITY - Aptitude for learning from others, putting ego aside.
LI-Remote
REMOTE STRATEGY:
Algolia's flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual's impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.
We have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest.
ABOUT US:
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse expe
