Engagement Manager

About the Role

Join our dynamic Implementation Team as an Engagement Manager, where you will lead critical customer onboarding projects, ensuring successful platform adoption and fostering strong client relationships. This role is pivotal in driving customer success and accountability across project teams, making a direct impact on our mission to revolutionize financial services for Credit Unions.

Responsibilities

• Drive the onboarding efforts for new and existing customers by understanding their business objectives and partnering with the project team to recommend best practices.
• Develop detailed project plans, schedules, and work breakdown structures to ensure accountability for milestone dates and work quality.
• Create comprehensive weekly status reports and communication plans for executive sponsors and internal/external project teams.
• Proactively identify and mitigate implementation risks effectively and efficiently.
• Quickly establish and nurture rapport and positive relationships with customer stakeholders, including executive-level project sponsors.
• Execute implementation projects, including driving milestone meetings and customizing project artifacts to ensure high client satisfaction.
• Track the detailed scope of engagement, estimate scope changes, and execute change orders when applicable.
• Develop and maintain a deep understanding of Credit Unions to serve as a trusted thought leader and advisor to your customers.
• Coach and mentor project team members to facilitate improved teamwork both internally and with the client.
• Participate in establishing practices, templates, policies, and tools to expand and mature the capabilities of the team.
• Help design methodologies, templates, and collateral to effectively deliver new Clutch products.

Requirements

• Proven experience as an Engagement Manager or in a similar role managing enterprise software implementations and customer relationships.
• Strong communication and presentation skills, with confidence in engaging with technical and executive stakeholders.
• Ability to translate complex business or technical problems into clear, actionable solutions.
• Experience leading cross-functional initiatives and delivering measurable results for multiple customers simultaneously.
• Skilled at bringing structure to ambiguity, designing scalable processes, and thriving in a fast-paced environment.
• Passion for product mastery, customer success, and contributing to a high-growth company.

About the Team

Our dedicated Implementation Team is responsible for successfully onboarding new Credit Union customers to the Clutch Platform. Project teams typically consist of an Implementation Engineer and an Engagement Manager, working collaboratively to ensure a seamless and successful onboarding experience for every client.