Senior Engagement Manager | ANZ

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.


Job Title:


Senior Engagement Manager


Purpose:


Ensure the success of Elastic’s Services Engagements

  Role Description:

The Sr Engagement Manager is a key role in the Elastic Services team. As a Sr Engagement Manager you will assure Customer success by driving customer satisfaction throughout the services implementation life-cycle for key customers, from orchestrating the engagement to successful delivery.

The Sr Engagement Managers provide immediate and measurable value to each project. Costs normally associated with project management are more than recovered across the lifespan of an engagement. 


About Elevate:

Elevate is a customer-facing innovation team within Elastic that provides a unique form of creative advisory service to Elastic's top customers, blending capabilities in design, research, and strategy. We help the C-suites of the world’s biggest brands recognize and interpret the forces of change in their market and work with them to plot a course towards a more robust digital future through human-centered design.


Responsibilities:

  • Own and lead selected, simultaneous customer engagements and manages customer expectations.
  • Identify opportunities for new Services by understanding and addressing potential new use-cases. Articulate the business value in the upsell, or extension of services
  • Collaborate with other departments like Sales and Presales to contribute to offerings and proposals containing Elastic Services.
  • Consult with clients to understand and analyze engagement scope, requirements, time, cost, benefits etc. Write scoping documents, as necessary
  • Manage project onsite activities and oversee completion of deliverables, managing schedules, meeting milestones, and ensuring success. 
  • Responsible for customer satisfaction throughout the engagement cycle
  • Prepare client facing and internal collateral such as solution presentations, project plan, burndown, status reports and post implementation reviews
  • Motivate, inspire and mentor project team members to excel
  • Act as an Go-To person for Sales to demonstrate Elastic Services best-practices
  • Can demonstrate the value of Elastic Services externally and internally.
  • Embodies the One Team spirit with Services, Sales, Customer Success,  Support and Product teams
  • Represents Elastic Services within Account planning sessions and is able to formulate Services strategy for according accounts.

Qualifications:

  • The Engagement Manager will need to lead and motivate others: Customers, Sales and Partners with the ability to think strategically. He/She interfaces effectively with employees and customers of all levels.
  • Experience in project financial fundamentals
  • Ability managing critical and political situations with business stakeholders
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Loves to work in a fast growing and dynamic environment and is able to keep pace with constant change.
  • Ability (and willingness) to travel up to 50% of the time to client engagements.

Skills:

  • Excellent customer facing skills and ability to communicate to executives as well as other stakeholders at customer sites and within Elastic. Ability to demonstrate relationship building internally and externally
  • Strong organizational skills with an ability to manage competing client demands
  • Strong service delivery, time, project and priority management skills
  • Certified ScrumMaster
  • PMP or Prince2 Certification
  • Experience estimating effort and scope for services
  • Presentation Skills

Mastery Competencies:


Proficient Competencies:


KPI:

  • Engagement Delivery
  • Drive
  • Communication
  • Problem Solving
  • Customer-Centricity
  • Business Acumen
  • Value Justification
  • Negotiation & Influence
  • Resourceful
  • Taking Control
  • Stakeholder Commitment
  • Service Delivery
  • Customer Satisfaction
  • Services Influence on Expansion/Upsell

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

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