Jul 11, 2022
Are you a high-performing Engagement Manager or Client Services Lead who is bored with implementing the same solutions over and over? If so, then keep reading ... In this role, you own the customer account and develop key relationships while overseeing the gig delivery lifecycle for our various clients. Most gigs focus on building custom software products using the latest technologies. The teams you will oversee are typically led by PM / PjM, designers, and engineers to ensure projects are successfully delivered. You will be supported by our Delivery and Network Operations Teams in this journey to deliver customer success. If you are looking to grow your career with a company focused on the future of work, then this role is for you!
You are hyperfocused on making your customers and your cloud teams successful.
You may start your day preparing for a client executive meeting to understand the needs of their mission-critical project and then working internally to figure out how Gigster can fulfill that mission and then assembling your global cloud team.
As you kick off your projects, you will ensure the team is delivering to the plan and desired customer outcomes, previewing client deliverables for quality, supporting the team members, and managing the project P/L. As your project and other projects in your portfolio progress, you will take opportunities to speak to your customers and seek opportunities to expand the client relationship, coach your project PMs and help improve/optimize your team activities and velocity.
You will then spend 10-15% of your time on continuous improvement that focuses on evolving our Gigster playbooks, operational efficiencies, or any new market opportunities.
Own the day-to-day project management activities i.e. weekly status reports, run daily stand-ups
Perform the specific tasks towards the client product deliverables i.e. writing user stories or status reporting
Engineering or development tasks
Cold calling for sales opportunities
Running marketing activities
Build good customer relationships and grow/expand the base customer accounts.
Plan and Kickoff Projects
Oversee project delivery fulfilled by the Gigster team based on according an initial plan, customer needs, and agreed guidelines
Ensure deliverables are on schedule and outcomes achieved
Manage scope changes, contract change requests, risks, and blockers
Support network freelancers to resolve issues on client projects
Resolve project delivery issues and critical customer needs precisely
Work with the fulfillment and engineering teams to help implement solutions that improve the overall Gigster experience over time.
Partner with customer resources and facilitate engagement communications as needed.
Drive the creation of tools to leverage your time and transform hacky, manual solutions into high-performing, automated systems that scale.
Pioneer the enterprise customer success playbook, processes, and best practices and transfer that knowledge efficiently to new team members
8 years in consulting, professional/client services, or customer success
3+ years delivering product or software services
Know the ins and outs of how software is developed leveraging various delivery methodologies from product discovery through to production operations phases
Excellent consultative and communication skills with a good track record of customer happiness, success, and satisfaction
Strong delivery experience (ideally in a consulting or professional services environment)
Tact and are poised in high-pressure situations when working through customer issues
Right executive presence to discuss Gigster's value proposition with proven experience in building strong internal and external relationships
Occasional client site travel, as planned and needed
Project management or SCRUM certified
Confidence and ability to can communicate with a technical audience and business-focused sponsors
Experience with change management and adoption methodologies
Ability to transform manual solutions into scalable systems
Computer science, engineering, or technical background with an understanding of software technologies