POSITION
The Cloud People, is a Full Service Now Lifecycle Partner that is growing rapidly in Europe, US and Brazil. For our office in Germany (Stuttgart) we are seeking an experienced Engagement Manager to join our team. We are searching for fluent German and English speakers with experience in similar positions.
As an Engagement Manager you will play a critical role in managing client relationships and ensuring successful deliveries of our Service Now projects and services. In this role, you will serve as the primary point of contact between the customer and The Cloud People and continuously work on maintaining a strong relationship and clear communication.
The Engagement Manager is responsible for all operational aspects of service deliveries to the customer, from the moment handover from sales is made until the delivery closure sign-off is obtained.

REQUIREMENTS

• Excellent written and verbal German and English language skills

• Strong communication skills

• Documented experience in achieving project objectives through proper planning and execution

• Ability to motivate project teams

• Documented experience on stakeholder management

• Customer service minded – the ability to interface with customers in a clear, polite and positive manner

• Experience from working as a Project, Service or Program Manager

• Experience from working with Service Now deliveries
  

Responsibilities

• Building and maintaining strong relationships with clients, understanding their needs, and addressing any concerns or issues that arise.

• Overseeing the planning, execution, and delivery of projects, ensuring they are completed on time, within scope, and within budget.

• Leading cross-functional teams, providing guidance, and fostering collaboration among team members to achieve project objectives.

• Acting as a main contact person to the customer during and between the deliveries.

• Monitoring delivery budgets, providing financial forecasts, and ensuring profitability.

• Ensuring that project deliverables meet the highest standards of quality and client expectations.

• Identifying potential risks and implementing mitigation strategies to minimize their impact on delivery success.

• Managing expectations and ensuring effective communication among all project stakeholders, including clients, team members, and company leadership.

• Collecting feedback, evaluating project performance, and implementing process improvements to enhance future project delivery and client satisfaction.

• Ensuring the satisfaction of the customer through the whole customer deliveries life cycle.

• Collaborate with the Resource Manager in setting up an optimal resource plan for current but also upcoming deliveries within the customer account.

• Organize and coordinate regular execution of Roadmap planning with the customer