DirecciónEDB Professional Services Engagement Manager in Santa Fe , New Mexico
A Little About Us
Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organizations thrive by harnessing the full power of Postgres, the world’s fastest growing and most loved and used open source database.
Our mission is to enable data teams everywhere to harness the full power of Postgres, whether on premises or in the cloud, with high availability, reliability, scalability, and security.
We’re #1 in Postgres. We aspire to become #1 in Postgres AI. We’ve been major contributors to Postgres since the beginning and we are proud to call thousands of boundary-pushing customers our partners.
Proud though we are, we are not resting on our laurels. There’s plenty of work to do. The good news is that everything we do will impact Postgres, which is to say that it will impact the world. No pressure.
EDB empowers organizations to take control of their data. As one of the leading contributors to the vibrant and fast-growing Postgres community, EDB is committed to driving innovation in AI, data and enterprise database technology.
Our work is fueled by creative, dedicated people who are committed to help our customers and the community take Postgres everywhere. Join us!
Professional Services Engagement Manager
The EDB PS Engagement Manager plays a critical role within our Customer Experience (CX) organization and with our Customers.
As the Engagement Manager, you will be responsible for building and maintaining strong customer relationships, ensure project success, and drive new services opportunities within our customer base.
You will work in close partnership with the regional CX teams and cross-functional leaders to develop, execute, and manage engagement strategies and execution framework(s) for strategic enterprise customers and engagements.
You will lead the delivery of the engagement management function to drive customer success through their Postgres journey, maximize ARR, and ensure customer satisfaction through positioning and executing impactful Professional Services Engagements.
Responsibilities :
Manage the development and / or implementation of EDB Services Engagements by planning, executing, and controlling all phases of the Engagement by understanding the EDB Sales Method and leveraging industry standard project management tools and methods.
Lead engagements in collaboration with the EDB Delivery Manager from inception to completion (or transition), including executive level communication planning, proactive risk mitigation and remediation, customer expectation management, tracking and evaluation of project performance ensuring a successful engagement with Customers.
Position Professional Services for new customers and into existing accounts during the sales cycle, by working closely with Sales, Sales Engineers, Customer Success, Support, and Partners to drive additional sales to accelerate customer success.
Act as a point of contact for customer inquiries, concerns, and feedback, ensuring excellent customer service and a constant focus on customer concentricity.
Work closely with sales leadership and maintain oversight of the regional services sales forecast.
Act as PS executive sponsor and engagement oversight owner in key delivery engagements, driving customer success, building customer relationships, and managing customer expectations.
Develop and maintain strong relationships with customers and ensure customer satisfaction throughout the project lifecycle.
Coordinate and lead the engagement scoping of services solutions, which may include leading customer meetings and calls, preparing Professional Services proposals, collaborating internally to pull together the needed expertise and support for customer requirements, and understanding customer goals and engagement requirements.
Create and manage Statement of Works (SOW) with multiple EDB teams including Sales, Legal, and Partner executive teams. This includes drafting SOWs, contract management and negotiations with the customer (i.
e., contract changes, pricing, terms and conditions, service definitions, SLAs) and executing the closing steps for the SOW.
Drive and contribute to the Services positioning content for Requests for Proposals, Requests for Information, Partner Proposals, and ISV Proposals as needed.
Contribute to or develop business and account plans and play an instrumental role in executing services sales strategies with the EDB Sales team.
Establish monthly / quarterly business reviews with our Enterprise Customers to set objectives, review progress at the executive level, and manage customer expectations to grow engagement and relationship with the Customer.
Requirements :
Experience in services sales and / or customer success, engagement and project management (7+ years) with direct experience of implementing engagement management processes and standards.
Experience and deep understanding (5+ years) of professional (consulting) services in a software company.
Proven track record of success working in matrixed teams across departments and across geographies and working collaboratively with Sales, Finance, Operations, Product, Customer Success, Support, and other functions.
Excellent attention to detail and strong organizational skills paired with the ability to manage multiple enterprise engagements and customers.
Excellent decision-making skills in fast paced and complex scenarios
Excellence in stakeholder relationship management influencing, conflict resolution, problem solving, negotiating
Superior Executive level communication, presentation skills, and executive presence
Strong leadership and organizational skills with the ability to motivate and manage cross-functional teams to deliver successful engagements.
Strong business acumen and understanding of customer needs, with the ability to identify new business opportunities.
Knowledge of Postgres and Open-Source technologies highly preferred.
PMI or PMP Certification preferred.
Ability to travel as needed.
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness.
We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box.
We’d love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
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