Senior Engagement Manager (APAC)

The Senior Engagement Manager (Professional Services) plays a critical role within our Customer Experience (CX) organization and with our customers. You will be responsible for positioning professional services solutions to our customers during active sales cycles, forecasting and managing the APJ Professional services pipeline, building and maintaining strong customer relationships to drive Customer adoption and expansion of EDB Solutions, and drive new services opportunities through successful customer engagement. You will work in close partnership with the Sales, Delivery, regional CX teams and cross-functional leaders to develop, execute, and manage engagement strategies and execution framework(s) for strategic enterprise customers and engagements.  You will lead the delivery of the engagement management function to drive customer success through their Postgres journey, maximize ARR, and ensure customer satisfaction through positioning and executing impactful professional services engagements.

What your impact will be:

• Accountable for accelerating professional services pre-sales engagement and driving professional services deals in collaboration with the EDB Sales team, including but not limited to: scoping solution implementations, developing and presenting solution proposals to executive levels within Customers, identifying the appropriate implementation and lifecycle services to attach to any given opportunity, writing custom Statement of Works, and working with Customer and EDB Sales teams to close professional services deals to drive and meet EDB PS target metrics.
• Create and manage detailed Statement of Works (SOW) with multiple EDB teams including Sales, CTO, Legal, Finance and Partner executive teams. This includes drafting SOWs, contract management and negotiations with the customer (i.e., contract changes, pricing, terms and conditions, service definitions, SLAs) and executing the closing steps for the SOW.
• Developing professional services close plans and contributing to EDB Sales Close Plans, which may include a detailed sequence of events and action items describing steps to closure.
• Prepare and execute professional services quarterly business reviews for EDB Customer Experience executive team as well as contribute to EDB Sales quarterly business reviews.
• Drive and contribute to the Services positioning content for Requests for Proposals, Requests for Information, Partner Proposals, and ISV Proposals as needed.
• Contribute to EDB Account plans and play an instrumental role in supporting and executing services sales strategies in collaboration with the EDB Sales team.
• Establish monthly/quarterly business reviews with our Enterprise Customers to set objectives, review implementation progress at the executive level, and manage customer expectations to grow engagement and relationship with the Customer.
• Learn and apply the EDB Customer Lifecycle and strategy to land and expand with EDB and be able to position Lifecycle offerings with the EDB sales team to our Customers.
• Support the EDB Delivery Management function including executive level communication planning, customer expectation management, and services account management tasks.
• Position professional services for new customers and into existing accounts during the sales cycle, by working closely with Sales, Sales Engineers, Customer Success, Support, and Partners to drive additional sales to accelerate customer implementation success.
• Work closely with Sales Account Executives and Sales Leadership to provide input to regional sales forecasting for professional services, and provide support and input to Sellers with their regional services sales forecast.
• Act as PS executive sponsor for strategic engagement deliveries, with focus on customer retention, driving successful outcomes, building customer relationships, and helping the Delivery and Account teams to manage customer expectations.
• Coordinate and lead the engagement scoping of services solutions, which may include leading customer meetings and calls, preparing professional services proposals, collaborating internally to pull together the needed expertise and support for customer requirements, and understanding customer goals and engagement requirements.
• Develop and manage a network of in-region strategic delivery partners to co-sell EDB and EDB/Partner solutions.
• Co-develop joint solution offerings/PS Services Plays with EDB Strategic Delivery Partners and EDB Professional Services to drive customer implementation, adoption, and growth of EDB Solutions.
• Partner with the EDB Channel team to support the identification and growth of strategic Partnerships for professional services solution delivery.
• Conduct and manage quarterly PS business reviews with strategic delivery partners for EDB Professional Services.

What you will bring:

• 15+ years’ experience in Professional Services Engagement Management in SAAS domain.
• Hands-on experience of positioning PS solutions with Sales Teams & Customers, and implementing engagement management processes and standards.
• Comprehensive experience in writing technical and detailed SoW, Contract Negotiations with Customers, and contract management with a thorough understanding of revenue recognition requirements for any given SOW.
• Proven track record of success working in matrixed teams across departments and across geographies and working collaboratively with Sales, Finance, Operations, Product, Customer Success, Support, and other functions.
• Excellent attention to detail and strong organizational skills paired with the ability to manage multiple enterprise engagements and customers.
• Deep understanding of professional (consulting) services in a software company.
• Excellent decision-making skills in fast paced and complex scenarios.
• Excellence in stakeholder relationship management – influencing, conflict resolution, problem solving, negotiating.
• Superior Executive level communication, presentation skills, and executive presence.
• Strong leadership and organizational skills with the ability to motivate and manage cross-functional teams to deliver successful engagements.
• Strong business acumen and understanding of customer needs, with the ability to identify new business opportunities.
• Must thrive in a fast paced teaming environment, be highly motivated, be accustomed to working across time zones, and be a strategic thinker.
• Knowledge of Postgres and Open-Source technologies highly preferred.
• PMI or PMP is a plus.
• Ability to travel as needed.