Engagement Manager

Manages several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity and have high risk exposure. Ensures the coherence of the Program and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result which is capable of achieving the benefits defined in the Statement of Work. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

**Competencies**:

- Applies understanding of the practices and information that impact an organization to plan each step of a project.
- Profiles customer stakeholders to gain awareness of differing perspectives.
- Anticipates and takes action to accomplish objectives; finds alternatives; accepts ownership for individual and team performance.
- Manages multiple tasks with constrained resources, determining relative urgency to make difficult trade-offs; maintains focus despite competing priorities and frequent context shifting.
- Maximizes utility of resources, using tools to track operational efficiency and effecting improvements.
- Conducts presentations in English in executive settings to convey project management, risk and technical information to stakeholders with varying comprehension levels.
- Develops project plans, defines timeframe, prioritizes tasks and monitors progress to achieve objectives.
- Coordinates different stakeholder perspectives to develop solutions; thinks holistically to increase efficiency across organizational boundaries.
- Makes accurate judgments regarding time required to complete work; proactively manages team to ensure deadlines are successfully met; balances priorities simultaneously, and seeks guidance when necessary.

**Key Responsibilities**:

- Other Incidental tasks related to the job, as necessary.
- Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
- Act as the primary point of contact for one or more customers, help to plan as well as oversee ongoing operations of our service delivery.
- Work with customers by utilizing your project management skills to put together on-boarding schedules and tasks.
- Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.
- Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide.
- Create and managing project plans and schedules in conjunction with cloud engineers and providing updates to customers on progress.
- Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.
- Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise.

**Skills**:

- Builds relationships with key individuals within the team, department and organization.
- Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly.
- Identifies methods for collecting data, performs data analyses and articulates findings.
- Develops simple models to understand the potential impacts of decisions under various scenarios.
- Prepares and files regulatory correspondence in an organized, concise format and sends documents to regulatory agencies as requested.
- Applies quality standards and ensures accuracy and completeness of individual work outputs.

**Experience**:

- 2 - 4 years of experience in the field of role required.

**Education**:

- Bachelor's Degree in field related to role required.

**Fluent English required**: all interviews will be held in this language.

Work mode: Remote.

Job Location: Rackspace Technology hires in the following states of the Mexican Republic: Mexico City, the State of Mexico, Nuevo Leon, Jalisco, Queretaro, Puebla, and Aguascalientes.

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