Senior Engagement Manager, Professional Services

The Senior Engagement Manager (Senior EM) is responsible for positioning and co-selling Tines’ Services offerings. The Senior EM will actively work with prospects and customers to understand their business objectives and outcomes and make recommendations on how to best achieve these by leveraging Tines’ Service offerings. They will have a deep knowledge and understanding of Tines’ offerings and how they benefit Tines customers and provide quick time to value.

As a Senior EM on Tines’ Professional Services Team, you will perform discovery, build custom-scoped SOWs, deliver internal enablement and help shape and evolve Tines’ services and support offerings.

*This is a remote position but you must be based in Ireland 

Responsibilities:

Co-Selling Services

• Position Tines’ Onboarding and Professional Services: value proposition, catalog of both packaged onboarding and custom service offerings, and describe typical process/methodologies.
• Recommend standard or custom services options based on prospect needs, complexity and specific requirements
• Describe the technical solution proposal with the account team and prospect/customer.
• Outline commercial terms with customers/prospects - price, period of performance, payment/invoice structure, delivery, etc.
• Handle standard objections and articulate value of services
• Coordinate quoting and closing process in partnership with the Account Executive.
• Communicate with stakeholders availability of new service offerings and the successful outcomes achieved on projects, levering customer examples and Tines’ Services case studies as appropriate
• Partner with Account Executives, Solutions Engineers, Project Managers, PS Engineers, and Customer Success Managers to ensure Global Services offerings are included as part of the deal cycle or customer journey where relevant

Requirements Gathering & Understanding

• Perform discovery (with account team or with customer) to understand customer current and future desired state, business challenges, objectives, timelines, constraints and business outcomes to map Tines implementation offerings appropriately.
• Document inputs and outputs and all requirements, with caveats for scope definition (i.e. in scope, out of scope items)
• Analyze customer requirements and translate them into well-defined project scope and deliverables.

Project Planning

• Build detailed, custom-scoped services proposals: Create detailed SOWs / proposals that outline project scope, timelines, resources, and pricing. Provide clear recommendations on the services needed for successful implementations, including the amount of hours needed based on the number of teams onboarding and number and complexity of customer use cases
• Manage scope and expectations: clearly define project boundaries, manage scope creep, and ensure alignment between customer expectations and project deliverables.
• Identify any product gaps that require coordination with Product, Engineering and/or Support to get to deal close.
• Assist with RFPs/RFIs to provide timely and predictable responses to incoming questions/requests from customers or account executives around Tines’ Service offeri