Customer Engagment Manager

requirements - Influence Product team on feature gaps discovered in the field; translate customer pain into actionable product

requirements - Work with Customer Success to define handoff criteria and ensure seamless transition from implementation to ongoing adoption - Partner with India-based delivery teams and product engineering to coordinate global delivery efforts and leverage offshore capacity - Represent voice of the customer internally, ensuring delivery insights shape product, sales, and go-to-market strategy Team Leadership & Mentorship (Indirect) - Provide technical and delivery guidance to Implementation Managers and Solution Architects working on your projects - Mentor junior team members on stakeholder management, scope negotiation, technical problem-solving, and delivery discipline - Conduct project retrospectives and document lessons learned to improve delivery playbooks and team capabilities - Contribute to PS knowledge base: solution patterns, integration playbooks, escalation frameworks, project templates Delivery Excellence & Process Discipline - Maintain rigorous project hygiene: up-to-date project plans, accurate status reporting, proactive risk management, clear RACI structures - Track and report on key project metrics: milestone completion, budget burn, scope change requests, customer satisfaction (CSAT) - Implement delivery governance on your projects: phase gate reviews, quality checkpoints, go-live readiness assessments - Drive continuous improvement: identify what's working and what's not, iterate on delivery methodology, share best practices with team

Who You Are Experience & Track Record - 10–15 years in enterprise software delivery, professional services, technical consulting, or implementation management roles - Proven track record leading complex, multi-stakeholder enterprise implementations in B2B SaaS (ideally PSA, CRM, ERP, workflow platforms, or enterprise SaaS) - Deep hands-on delivery experience across the full implementation lifecycle: discovery, design, build, UAT, data migration, go-live, hypercare - Experience managing high-stakes projects ($200K–$1M+ ACV) with executive visibility, tight timelines, and complex technical

requirements - Track record of successful delivery outcomes: on-time go-lives, high customer satisfaction, contract renewals, expansion revenue - Experience working with global delivery teams and managing distributed project resources across time zones Technical Depth & Solution Design Capability - Strong understanding of integration architectures: REST APIs, webhooks, iPaaS platforms, authentication protocols (OAuth, SAML, SSO) - Ability to read API documentation, evaluate technical feasibility, and provide direction to engineering teams (you don't write production code, but you can prototype and troubleshoot) - Experience designing solutions for enterprise systems: PSA, CRM, ERP, HRMS, financial systems, data platforms - Familiarity with data modeling, ETL processes, data migration strategies, and enterprise data flows - Comfortable using modern AI tools (Claude, Cursor, MCPs) to accelerate problem-solving, build prototypes, and enhance delivery productivity -

Bonus: Experience with Professional Services Automation (PSA) platforms and understanding of PS operations (resource management, time tracking, revenue recognition, project margin analysis) Executive Presence & Customer Engagement - Exceptional executive presence: comfortable presenting to and building relationships with C-level stakeholders (CTO, COO, CFO, VP-level) - Ability to shift seamlessly between strategic conversations (business outcomes, ROI, change management) and technical conversations (integration architecture, data flows, API design) - Command respect in the room without dominating it: you listen deeply, ask insightful questions, and guide decisions collaboratively - Diplomatic yet direct: you push back assertively on unrealistic timelines, scope creep, and poor decisions while maintaining trust and strong relationships - Confident managing difficult conversations: scope disputes, project delays, underperforming vendors, stakeholder misalignment, at-risk go-lives Project Management & Operational Excellence - Expert-level project management skills: scope definition, work breakdown structures, risk management, dependency tracking, change control - Data-driven decision maker: you use metrics to diagnose problems, forecast outcomes, and drive accountability - Strong business acumen: you understand project economics, gross margin dynamics, resource utilization, and how delivery impacts company growth - Process-oriented but pragmatic: you build structure where needed but don't let process become bureaucracy - Proactive risk manager: you see around corners, identify risks early, and develop mitigation plans before problems escalate Leadership & Influence (Without Direct Authority) - Lead by influence, not authority: you earn respect through expertise, empathy, and action—not org charts or titles - Strong coach and mentor: you develop talent through real-world problem-solving, not just abstract feedback - Comfortable with difficult conversations: performance issues with partners, scope negotiations with customers, escalations to executives - High emotional intelligence: you read the room, adapt communication style, and build trust across diverse stakeholders (engineers, executives, operations teams) - Collaborative mindset: you build partnerships across Sales, Product, Engineering, Customer Success, and global delivery teams Hands-On & High-Energy - Willing to get into the weeds when needed: review a broken integration, rebuild a project plan, facilitate a heated stakeholder meeting, prototype a solution - High energy and bias toward action: you move fast, make decisions with incomplete information, and iterate based on feedback - Comfortable with ambiguity and evolving priorities in a fast-paced startup environment - Not precious about scope or job description: you do what needs to be done to ensure customer and team success - Resilient under pressure: you thrive in high-stakes situations and stay calm when projects are at risk

Why join us? At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays: Impact and ownership : You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen. Work with the best : We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes. Celebrate wins : Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big. Learn and grow : We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it). Flexibility and balance : While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office). Best-in-Class

Benefits : Comprehensive medical, dental, and vision coverage for full-time employees and their dependents. Industry-first HSA

benefits. Flexible Time Off Generous 401(k) match to support your financial future. Apply for this position Autofill from resume Save time by uploading your resume. (Only PDF or DOCX format supported) Upload file Loading... Made with

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