Professional Services Engagement Manager

Job Purpose

The Engagement Manager will directly work with the Delivery Director and the Sales Organization in the respective territory by supporting the Presales Process. This includes attending customer presales meetings, engaging with our Solution Architects team for effort estimation and scoping workshops as well as drafting Statement of Works (SOW’s) and managing the respective Opportunities in our CRM system. The Engagement Manager also serves as the primary client liaison on consulting engagements, ensuring the necessary contracts are in place along with Statement of Work, Purchase Order, and task plan. Secure appropriate resources to fulfill the engagement. Directs the efforts of personnel involved with all aspects of the engagement. Oversee all administration aspects of the engagement including time sheet approval, billable expense approval, and submission for invoicing and project closure. Their overall goal is: satisfying the customer’s objectives for the engagement, completing the engagement on schedule and within budget, invoicing for Time and Expenses.

Key Responsibilities

• Take inbound requests for services (source can be generic email inbox or direct email or phone call)
• Take and manage inbound Professional Services Requests (PSR’s) from our sales organization
• Triage the request and involve the Delivery Director responsible or take ownership of the request personally (typically short duration and short lead time engagements)
• Engage with the Solution Architects Team for effort estimation and scoping workshops
• Manage the PS Opportunities in our CRM system
• Identify an existing Master Services Agreement (MSA), or establish a new MSA
• Create a Statement of Work (SOW)
• Seek internal approvals where necessary (typically - pricing, credit approval etc.)
• Interact with the customer to get a signed SOW and Purchase Order (PO)
• Schedule resources
• Manage any variance in scope, tasks, schedule, budget with the customer
• Approve timesheets
• Trigger invoicing
• Utilize AI-enabled tools (e.g., chatbots, document automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

Other Responsibilities:

• Liaise closely with Legal Counsel to ensure efficient contract review process for any non-standard terms– including the initial review of legal requests coming from customers.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

• Will require an understanding of the business context and rationale for our products and services as well as the business of our resellers
• Needs to be customer-service oriented and understand the value of accuracy and reliability
• Needs to work with confidence within a team environment to ensure that overall team targets are achieved.
• Key attributes of the job are friendly and efficient manner and empathy with the customer’s requirements such as the need for accuracy, reliability and good-attitude
• In short, this person must strive to ensure that TUNGSTEN AUTOMATION CORPORATION is an easy-to-work-with organization.
• Skills in prompting AI systems and assessing output quality.
• Ability to leverage AI to ideate, develop, and scale to the needs of their department.

The successful candidate must be able to manage multiple engagement simultaneously, have solid time-management skills with outstanding verbal and written communications abilities. We are looking for a results oriented self-starter with the ability to effectively deliver projects with minimal management oversight. 

Fluent German language is an absolute requirement as the position will exclusively support the France territory!

Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets