Deque is seeking a full-time Engagement Manager to join the Professional Services team. Our ideal candidate for this position is a customer experience centric person who enjoys a consultative and long-lasting relationship with clients, excels at project management and delivery for a varied portfolio of clients, is comfortable identifying problems and solutions, has experience working with software development teams, has high integrity, and proactively improves and finds innovative ways to execute. This role will be the primary customer contact with responsibility for executing projects, delivering consulting services, and performing product implementations. The Engagement Manager will work with multiple concurrent clients and have responsibility for the customer's experience during delivery, which achieves our mission of Digital Equality.

You will work with customer stakeholders from across the entire organization including product owners, product managers, engineers, project managers, centralized accessibility teams, business owners, quality engineers, designers, procurement, Diversity Equity and Inclusion teams, marketing, management, and more. You will be part of a cross-functional Professional Services team and work closely with senior management, sales, accessibility experts, product managers, and software developers. The Engagement Manager must be self-driven and customer experience-focused, with the ability to own and drive all aspects of project delivery, including resource planning and financial management. The ideal candidate will thrive in a fast-paced, open environment where personal responsibility and open, direct, respectful communications are highly valued.

• Deliver consulting, services and product implementation projects leading to high customer satisfaction
  • Build strong, consultative relationships with clients in which the Engagement Manager is known as a trusted advisor
  • Contribute to the creation of account plans through continuous discovery. Then contribute to the adjustment and execution of these plans
  • Develop and manage resource plans, project plans, financial forecasts, and other engagement deliverables based on statements of work and account plans
  • Identify engagement risks and bottlenecks; propose solutions and work closely with department leads to resolve
  • Manage and build relationships with cross-functional global teams
  • Lead and contribute to team and process improvements including tool development, methodology refinement and promoting best practices.
  • Be self-driven and creative, think out of the box and deliver excellent service from the beginning to the end of a customer engagement
  • Implement change management tools and techniques to negotiate scope, schedule, and financials in a flexible manner to optimize delivery results and customer satisfaction
  • Lead productive meetings and communicate effectively to ensure communication success
  • Executes using triple constraint management techniques
  • Understand and anticipate requirements internally and externally
  • Work closely with the account team and customers to define customer objectives, goals, scope, success criteria and deliverables, aligned with company goals and in collaboration with senior management and stakeholders
  • Influence and shape the solution approach with a focus on development for accessibility
  • Proficient use of Deque chosen Professional Services automation tool
  • Report on billable hours, manage project budget and assist management in meeting utilization and revenue goals
• Be an important part of achieving our mission of Digital Equality
  • Learn and stay current on accessibility standards [i.e.WCAG, Section 508, EU 301-549]
  • Learn and use our software products to develop a deep knowledge of the technology and its leverage in solving customer problems
  • Know and understand common accessibility issues, severity levels, and how to present guidance on results and remediation
  • Mentor the customer that accessibility is a journey and not a one time requirement. Help the customer understand the benefits of shifting left
  • Bring the "voice of the customer" to the rest of the company, especially to the product development teams, and provide them with insight and opportunities to understand how the products are used
  • Help identify and resolve recurrent/important problems in customer interaction or engagement execution
• Other duties as assigned at the discretion of your manager

• Minimum 8 years of project or account management experience
• 5 years of experience working with external customers in a professional services environment
• Familiarity with agile web development processes, technologies, and tools
• SDLC and CI/CD knowledge
• Experience managing a wide-range of clients; from small and medium business to enterprise
• Experience understanding statements of work, change requests and proposals
• Demonstrated skills at leading teams of experts in a matrix environment
• Excellent communication skills (written, verbal, phone and electronic)
• Strong organizational and time-management skills with the ability to handle multiple tasks at once, while still paying attention to detail
• Demonstrable ability to lead engagements successfully from request to execution, collaborating with multiple organizations and team members
• Ability to dynamically craft messaging to multiple audiences based on situational awareness
• A strong work ethic and self-starter attitude, with the ability to thrive in a fast-paced environment
• Ability to travel throughout the US and internationally
• Bachelor's degree from an accredited university in related field (Business, IT) or its equivalent
• CPACC (preferred)