Engagement Manager

About the Role — Engagement Managers are project managers on our implementation team who have a bias towards customer engagement and success. They'll handle about 8 customers at a time and lead their Implementation Projects through to success while holding others on the Project Team, both internally and externally, accountable for milestones, action items, and deliverables.

About the Team — Our Implementation Team helps to successfully onboard new Customers (Credit Unions) to the Clutch Platform. Project teams consist of an Implementation Engineer and an Engagement Manager who work together to ensure successful onboarding.

What You'll Do

Within 3 months, you will:

• Drive the Onboarding efforts of new and existing customers by understanding business objectives and partnering with the project team to prescribe best practice recommendations in order to achieve those goals

• Develop detailed project plan schedules and work breakdown structures to ensure project team accountability for milestone dates and work quality

• Create comprehensive weekly status reports and communication plans to executive sponsors and internal/external project teams

• Proactively identify implementation risks and mitigate them effectively and efficiently

• Quickly establish/nurture rapport and a positive relationship with customer stakeholders

Within 6 months, you will:

• Execute implementation projects while partnering closely with our clients' Executive-level project sponsors

• Deliver on these engagements which includes driving milestone meetings (onsite and virtual), customizing and developing new project artifacts and ensuring high levels of impact and client satisfaction with the services rendered

• Track detailed scope of engagement and when applicable work with the customer to estimate scope change/additions and execute change order(s)

• Develop and maintain a deep understanding of Credit Unions to be a trusted thought leader and advisor with your customers

• Coach and mentor project team members to facilitate improved teamwork both internally and with the client

Within 9 months, you will:

• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature capabilities of the team

• Help us design methodologies, templates, and collateral to effectively deliver new Clutch products

• Excellent communication skills; both written and verbal.

• Comfortable leading meetings with customers

• Ability to identify and communicate pragmatic solutions to complex integration problems.

• Superior time management skills to manage multiple external customers simultaneously

• Passion for working with people, paired with excellent communication skills; you can explain a complex technical issue in such a way that most people can understand

• In-depth knowledge and experience with successfully managing enterprise software application implementations with waterfall and agile methodologies

• Skill set to understand and document business requirements as well as provide prescriptive recommendations by actively listening and asking probing questions

• Experience with spearheading initiatives with cross-functional teams on several concurrent engagements

• Record of professional achievements with a track record of delighted, successful, and satisfied customers

• Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders

• Strong communication, presentation, consultative, and leadership skills

• Ability to create structure in ambiguous situations and design effective processes

• Capability to be dynamic and adapt quickly in a fast-paced environment

• Passion to be an expert on the product and for being part of a fast-growing company

Note: this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.

• Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.

• Paid Time Off and National Holidays: Enjoy 20 PTO days yearly and the National Holidays for relaxation and rejuvenation.

• Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.

• Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.

• Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.

Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt. Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions.

Clutch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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