Role Overview
The Engagement Manager – Product Implementation will own end-to-end delivery of customer implementations, acting as the primary bridge between customers, internal delivery teams, and product stakeholders. This role is responsible for ensuring successful onboarding, adoption, and value realisation of the product while maintaining strong customer relationships.
You will drive implementation strategy, manage timelines, mitigate risks, and ensure customer satisfaction across multiple engagements.
Key Responsibilities
Customer & Stakeholder Management
- Act as the primary point of contact for customers during product implementation
- Build trusted advisor relationships with customer stakeholders (business & technical)
- Lead implementation kick-off calls, regular status meetings, and executive updates
- Manage customer expectations, scope changes, and escalations effectively
Implementation & Delivery Management
- Own end-to-end implementation lifecycle: discovery, design, configuration, integration, testing, go-live, and handover
- Translate business requirements into clear implementation plans and execution roadmaps
- Coordinate with product, engineering, integration, and QA teams to deliver on commitments
- Ensure implementations are delivered on time, within scope, and within budget
Project & Process Governance
- Create and maintain project plans, timelines, RAID logs, and status reports
- Identify delivery risks early and drive mitigation plans
- Ensure adherence to implementation best practices, quality standards, and SLAs
- Drive process improvements based on implementation learnings and feedback
Product & Technical Collaboration
- Develop strong understanding of the product, integrations, and customer use cases
- Collaborate closely with Product teams to relay customer feedback and implementation insights
- Support solution design involving APIs, data integrations, third-party tools, and workflows
Commercial & Account Support
- Support scope discussions, change requests, and effort estimations during and post-implementation
- Identify upsell, cross-sell, or expansion opportunities during implementation
- Work closely with Sales and Customer Success teams to ensure smooth handovers
Required Skills & Qualifications
Must Have
- 6+ years of experience in product implementation, professional services, or customer delivery roles
- Strong background in SaaS / product-based implementations
- Proven experience managing multiple customer engagements in parallel
- Excellent stakeholder management and communication skills
- Strong project management fundamentals (Agile / Waterfall / Hybrid)
- Ability to work with cross-functional technical and non-technical teams
Good to Have
- Experience with integrations, APIs, data pipelines, or enterprise SaaS tools
- Exposure to CRM, Finance, HR, or Operations platforms
- Experience working with global customers (US / UK / EU)
- Familiarity with tools like Jira, Confluence, Asana, Monday, or similar