Sr. Engagement Manager

Tasks

• Active acquisition of new projects in the context of Enterprise Service Management (ESM) for existing customers in close coordination with your consulting colleagues and responsible account managers
• Development of strategies and roadmaps in the ESM together with the customer and your consulting colleagues
• Positioning of our service and product portfolio based on the customer journey of your customers
• Ensuring the appropriateness and quality of our projects/products/services for your customers
• Dealing professionally with client escalations regarding the quality and adequacy of our projects, products and services
• Assumption of program and project responsibility for ESM projects at your customers
• Creation and presentation of offers and contracts in close coordination with your consulting colleagues and the responsible account managers
• Creation and presentation of reports (e.g. turnover, costs, forecast, pipeline, quality, CSAT) for your accounts
• Ensuring customer satisfaction and profitability of your accountsClose cooperation with the portfolio, product, sales and delivery managers for your customers

Your Profile

• You are a professional in customer support in the B2B/B2C environment with a focus on ESM platforms, processes and organizations
• Ideally, you have 3 years of experience in responsible management of programs and/or projects in the ESM
• Ideally, you have 5 years of experience in advising demanding customers in the context of ESM, with a focus on processes, organization and solutions.
• Ideally, you already have experience with the ServiceNow® ESM platform (introduction, application, product lines)
• You already have experience in quality-oriented needs analysis and the development of strategies and roadmaps in the ESM
• You have experience in building and maintaining long-term customer relationships
• You have a high awareness of profitability and a result-oriented, proactive way of working
• Confident appearance at C-level and persuasive skills, even in critical (project) situations, are a matter of course for you
• You have a successfully completed degree in business administration or a comparable qualification
• You are highly self-motivated, able to work in a team, and willing to travel, which is typical for consulting
• You have very good knowledge of German and English

We offer you

The corporate culture of the [link removed] is based on openness, appreciation, team spirit and, above all, humanity. The often very high flexibility within our projects has a positive effect on the compatibility of family and work. We offer you the opportunity to develop within the [link removed] according to your interests and talents.

• A pleasant working environment: highly qualified, motivated colleagues, flat hierarchies and a modern workplace in a professional working environment
• Trust: taking on responsible activities
• Development: continuous training and targeted support, eg by participating in the internal training courses offered by the [link removed]
• Health awareness: Covering the costs of your gym or sports course

Close to home: We offer the opportunity to work in the home office

Originally posted on Himalayas