Responsibilities
- Foster positive relationships with our customers as their primary contact, leading Professional Services engagements
- Assist clients in implementing Neo4j technology by leveraging our professional services effectively and managing all delivery-related activities
- Ensure that the Statement of Work or Order Form terms and conditions are respected
- Manage engagement budgeted hours, travel, and expenses, and coordinate with Finance for accurate billing
- Identify up-selling and cross-selling opportunities with the engagement team
- Identify engagement-related risks and communicate with stakeholders to secure successful mitigation plans
- Prepare and share reports on project performance, including quality, schedule, and budget control
- Coordinate cross-functional teams (Sales, Solution Engineering, Support, Product, Customer Success) to ensure seamless engagement delivery and alignment
- Support project scoping and estimation during the pre-sales phase by contributing delivery plans, timelines, and risk assessments
- Drive continuous improvement of delivery processes, methodologies, and best practices within Professional Services
- Monitor customer satisfaction throughout the engagement and take proactive steps to maintain high CSAT
- Contribute to capacity planning by forecasting resource needs and collaborating with resource management and forecasting
- Mentor and support consultants and project managers to elevate delivery quality and consistency
- When relevant, ensure proper knowledge transfer to customers and internal teams as part of the engagement
- Participate in internal reporting and forecasting activities related to pipeline, utilization, and revenue
- Promote adoption of Neo4j technology by helping customers progress through maturity stages and by identifying blockers to adoption
- Ensure compliance with internal policies and governance requirements across all engagements
- Represent Professional Services in internal initiatives, contributing insights from the field to help improve products and delivery offerings
Requirements
- Proven experience as an Engagement Manager
- Proficient in MS Office and CRM/project management software
- Strong organizational and multitasking skills
- Customer-oriented approach
- Excellent verbal and written communication abilities
- Problem-solving aptitude
Nice to Have
- Background in professional services and/or customer service is a plus
- Experience managing smaller or even larger projects is a plus
