Main Responsibilities and Required Skills for Engagement Manager
An Engagement Manager is a professional who develops and manages engagement strategies and establishes strategic relationships in a company. They identify clients with potential and set up appropriate follow-up actions. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for account administrators.
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Main Responsibilities of Engagement Manager
The following list describes the typical responsibilities of an Engagement Manager:
Align
Align messages across various channels to deliver a consistent story.
Assist in
Assist in program assessment through compiling and efficiently tracking program success metrics.
Assist property management team in creating welcome collateral and events for new tenants.
Assist with Project Planning and other pre-sales activities.
Assist with sourcing new clients, issuing proposals and overall business development.
Attend
Attend HR, safety, and production meetings and be an active participant in all employee engagements.
Build
Build a mature practice Provide guidance support and mentor.
Build and maintain strong, effective, relationships with key contacts for each client.
Challenge
Challenge established processes and controls to ensure they are adequate to mitigate risk.
Collaborate with
Collaborate closely with the sales manager and sales teams to measure sales performance.
Collaborate with key stakeholders to define KPI and build data metrics to measure KPI s.
Collaborate with sales and professional services team members.
Collaborate with sales team to identify and grow opportunities within territory.
Collect
Collect and develop customer roll-out plans and identify support gaps.
Commit
Commit to putting in extra effort with a positive attitude.
Communicate
Communicate effectively and appropriately with internal and external leaders and executives.
Communicate effectively with all stakeholders for regular status reporting and on escalations.
Communicate, present, and align on key findings, both internally and with senior clients.
Communicate the status and results of assigned work at various technical and managerial levels.
Complete
Complete projects on time and budget.
Conduct
Conduct regular business reviews with assigned regional partners.
Consolidate
Consolidate reports and analysis with quantitative & qualitative feedback.
Consult
Consult customers and co-create best fit solutions.
Continue to
Continue to build world-class capabilities and regional leadership.
Contribute to
Contribute in shaping customer vision, roadmap, and quick wins.
Contribute to building a positive team.
Contribute to key projects.
Coordinate
Coordinate and attends meetings.
Coordinate internal resources and third parties / vendors for the flawless execution of projects.
Coordinate monthly and quarterly consultant and client events.
Coordinate with global and local teams on translation and assets to ensure the smooth execution.
Create
Create and maintain documentation and provide one to one training to end users on an ongoing basis.
Create and update Set-Plays based on repetitive client and partners challenges.
Create best practice and templates for deliverables.
Create detailed plans for projects.
Create white papers or posts as directed by senior executives.
Determine
Determine methods and procedures on new assignments, and may provide guidance to others.
Determine rewards strategy.
Develop
Develop and coach more junior colleagues from the Advisory practice.
Develop and communicates roadmaps, methodologies, and best practices.
Develop and lead a Mentorship Program.
Develop and monitor company programs that meet customers and prospects business objectives.
Develop and nurture long-term client relationships.
Develop a thorough understanding of products and customer needs.
Develop CX KPI and achieve performance goals to meet SLA.
Develop data sharing agreements and security protocols for users.
Develop, defines and executes project plans, schedules, budgets and deliverables.
Develop estimates, ROMS, and assists with roadmaps and strategic planning.
Develop, improve and execute a robust employee and executive communication strategy across locations.
Develop of a global payments strategy for a leading digital retailer.
Develop realistic action plans.
Develop training programs from needs analysis to deliverable stage.
Engage
Engage on their channels, support them and share our social impact.
Engage tenants to participate in building programming.
Engage with key stakeholders and build long-term partnerships.
Ensure
Ensure all documents are in compliance with JLL / client standards and layering formats.
Ensure all project documents are safely archived following project completion.
Ensure client data capture rate and quality.
Ensure deployment of appropriate solutions within Unilever in line with the roadmap and strategy.
Ensure Project deliverables meet agreed time, cost and quality measures.
Ensure projects are successfully delivered on time and budget with positive customer satisfaction.
Ensure that all activities are in line with compliance and our code of conduct.
Ensure the client takes advantage of Workday best practices.
Ensure to understand market dynamics, market potential and competitive situation.
Establish
Establish and manage the IT acquisition integration budget.
Execute
Execute local student and candidate on-the-ground recruitment.
Exercise
Exercise judgment based on the analysis of multiple sources of information.
Exposure
Exposure to corporate organic and inorganic growth initiatives.
Facilitate
Facilitate client workshops in order to uncover critical business challenges and opportunities.
Facilitate fitness instruction, classes, events, supply ordering, etc.
Forecast
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
Guard
Guard the brand, in close corporation with marketing, asset creation and agencies.
Help
Help drive engagement and a deeper connection to cultural values and company vision.
Help manage incoming warm leads, contribute to tenders and client proposals / presentations.
Help promote our awards program to recognize team members who champion our culture.
Identify
Identify and escalate issues affecting client deliverables.
Identify customer learning needs and provide solution using the product.
Improve
Improve conversion for traffic from even to boutique.
Improve the number of Partner lead engagements and joint customer health.
Input
Input on digital product development, including marketing of new products, services and features.
Lead
Lead and oversee the implementation project team by monitoring and managing project budget.
Lead continuous improvement initiatives for R&D Advisory capabilities.
Lead cross functional teams to successfully deliver Workday implementation projects.
Lead Culture and Engagement enablement initiatives (includes ICARE, Inclusive Leadership, etc.).
Lead guide team on Program Management SLA management and closely monitor 3 tracks.
Lead post-close IT due diligence to prepare for integration.
Lead the annual long range plan and budget process.
Leverage
Leverage trusted advisor status within an account to identify and close follow-on business.
Liaise with
Liaise with all roles, stakeholders, and project management.
Log
Log and maintain the project steps and current status in the Hootsuite CRM (SFDC).
Maintain
Maintain accountability for deliverable quality and completeness.
Maintain "back-end” of property app, where applicable.
Maintain close relationships with leaders of patient organizations.
Maintain current knowledge and standards of excellence in communications and public relations.
Maintain detailed project plans, sprint plans, and other project management documents.
Maintain metrics for measuring team performance.
Maintain professional, quality interactions with customers at all times.
Manage
Manage advisory projects and project teams, leveraging expert resources from the rest of the company.
Manage and train partner reps as required.
Manage a team of direct reports and performing effective Resource Management.
Manage contracts effectively on daily basis including operations, finance and leadership.
Manage individual project budgets in consistent and disciplined manner.
Manage marketing calendar and seasonal / topical tactical opportunities.
Manage multiple projects simultaneously.
Manage multiple strategic clients simultaneously.
Manage onsite fitness center with the aid of fitness vendors.
Manage, plan and execute audits within one's area of focus as well as in support of team objectives.
Manage project cost, risk mitigation, and maintains project deadlines.
Manage property social media sites.
Manage, plan and execute the audit activities for the business areas assigned.
Manage the collection of data and in accordance with the defined Apex process.
Manage the daily operations of a small team.
Manage the implementation of 1 - 2 simultaneous projects.
Manage your book of business to drive adoption and foster relationships with clients.
Meet
Meet or exceed established project timelines and deliverables.
Mentor
Mentor and train junior staff members.
Monitor
Monitor and measure launched solutions and feed insights back into the solution development process.
Monitor delivery, implementation, and customer satisfaction.
Nurture
Nurture executive relationships during and post engagement to maintain Customer Satisfaction.
Own
Own the client relationship, developing strategic relationships within the client organization.
Participate in
Participate and lead regular status and internal management meetings.
Participate in work and resource prioritization.
Plan
Plan and oversee the preparation and distribution of project communications.
Promote
Promote and report on corporate milestones and activities such as company goals and projects.
Propose
Propose commercial process improvements to improve the organization more broadly.
Provide
Provide content and feedback to app developer in a timely manner.
Provide excellent customer service to all participants and workplace Champions.
Provide guidance and mentoring to Professional Services resources working on your implementations.
Provide opinion on audit and advisory findings, ratings and recommendations to senior management.
Provide status reporting at both a project team and executive level.
Report
Report and escalate to management as needed.
Report on campaign effectiveness and provide guidance in optimising campaigns including email.
Represent
Represent the company with a variety of patient-related stakeholders.
Review
Review building app often for brand consistency.
Secure
Secure ongoing commitment from existing employers, in line with targets.
Secure and coordinate tickets to concerts, sporting events, theater productions and other events.
Seek
Seek opportunities within existing accounts to expand services.
Stay current on
Stay current on knowledge of local events and cultural attractions.
Take
Take proactive steps to ensure teams meet or exceed customer expectations.
Take responsibility for own actions.
Test
Test engagement techniques in order to boost participation.
Track
Track and report on progress regularly, escalating issues and risks as they are identified.
Track implementation progress with the account executives and the client.
Train
Train clients in the use of our tools.
Understand
Understand and act on the main drivers for content and campaign effectiveness and ROI.
Utilize
Utilize project management tools to facilitate planning and tracking of large, complex projects.
Work with
Work closely with customer project team to solve implementation issues.
Work effectively in a diverse and distributed organization.
Work on issues and projects which have high complexity.
Work on issues that impact department success or address future concepts, products or technologies.
Work streams on critical people-related issues such as recruitment, learning and development.
Work with AWS engineering, support, and business teams to convey partner and customer feedback.
Work with like-minded organizations to empower patient organizations.
Work with our clients' senior management from Day one to solve challenging problems.
Work with the VP on Diversity, Equity and Inclusion Program.
Most In-demand Hard Skills
The following list describes the most required technical skills of an Engagement Manager:
PMP
Payroll
Oracle
Financial Services
Agile
Healthcare
MS Office
Risk Management
Workday
Risk
Service Sales
Most In-demand Soft Skills
The following list describes the most required soft skills of an Engagement Manager:
Written and oral communication skills
Organizational capacity
Analytical ability
Interpersonal skills
Problem-solving attitude
Presentation
Leadership
Willingness to travel
Strategic problem solving
Time-management
Attention to detail
Collaborative
Negotiation
Team player
Forge strong relationships
Out opportunities to learn new
Take the initiative
Priority management
Aptitude for analytical work
Self-starter
