Senior Engagement & Delivery Lead

Kong; Pennsylvania; On-site; USD 110,000 - 165,000; Full time

Job summary

Kong is seeking an Engagement Manager to join our growing Professional Services team. This role spans the entire customer lifecycle, delivering prescriptive outcomes and successful engagements for key customers.

You will coordinate delivery, manage escalations, and drive operational excellence across engagements and programs. This role emphasizes strong organizational and communication skills, with the ability to multitask, manage customer expectations, and collaborate with executives and teams

Qualifications

• Extensive program management experience delivering SaaS engagements.
• Proven ability to manage budgets, timelines and scopes.
• Strong communication with executives and teams.
• Experience with PSA tools and revenue processes.
• Ability to lead multiple engagements concurrently and manage risks.
• Comfort working with cross-functional and customer-facing roles.

Responsibilities

• Own and lead selected, simultaneous billable customer engagements and manage customer expectations and drive prescriptive outcomes during the entire customer lifecycle (Post Sales, Delivery, and Value Realization).
• Work with customers and stakeholders to understand and analyze engagement scope, requirements, time, cost, benefits, etc. Drive the engagement lifecycle end to end to deliver business outcomes.
• Own and drive project management activities and oversee completion of engagement kickoffs, project charters, and deliverables, managing schedules, meeting milestones, and ensuring success throughout the engagement lifecycle end to end to deliver business outcomes.
• Prepare customer-facing and internal collateral such as solution presentations, blueprints, reusable artifacts, project plans, burndown, and status reports.
• Identify, prioritize, and own resolution of internal and customer escalations & project risks, driving an effective resolution across technical, business, and executive stakeholders.
• Makes use of productivity tools like FinancialForce, Salesforce, Metabase, Trello, etc. to maintain and manage programs of multiple onboarding and implementation projects along with reporting on key business metrics (Billings, Utilizations, Resource Capacity, and Forecasting).
• Assist Services leadership team with resource assignment and management in Financial Force.
• Ensure timely completion of Month and Quarter end close process and complete new PS employee onboarding with content tailored to the new hires’ positions.
• Coordinate with cross functional teams to obtain relevant data about the project opportunity and staffing requirements.
• Become a subject matter expert for services personnel on all processes related to services revenue: time entry, project management processes relate to operations, customer billing, and staff utilization.
• Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization.
• Support Professional Services staff to better understand revenue, hours, and target attainment goals.

Skills

Project management

Stakeholder management

Customer facing

SaaS experience

Communication

Cross-functional

Process improvement

Executive communication

Tools

FinancialForce

Salesforce

Metabase

Trello

Job description

Kong is seeking an Engagement Manager to join our growing Professional Services team. This role spans the entire customer lifecycle, delivering prescriptive outcomes and successful engagements for key customers.

You will coordinate delivery, manage escalations, and drive operational excellence across engagements and programs. This role emphasizes strong organizational and communication skills, with the ability to multitask, manage customer expectations, and collaborate with executives and teams