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Engagement Manager

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About Bazaarvoice

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, and Australia. For more information, visit bazaarvoice.com.

 

Why join Bazaarvoice?

 

- We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.

- We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.

- Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.

- We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.

 

Commitment to diversity and inclusion

 

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

The Engagement Manager (EM) role is organisationally part of Global Services, but works closely with the Sales and Client Success teams to win new business, scope services engagements and manage delivery across multiple projects. EMs create action plans for each engagement to maximise the value received from the Bazaarvoice Solution Set (Services + Product) in the minimum amount of time from purchase.

EMs are the main point of contact for the Customer from the time a statement of work (SOW) is executed and throughout the life of the services engagement.  EMs are responsible for shepherding projects through the various Services functions and practices and the coordination of the delivery effort of resources from various practice teams of Consultant and Product experts.

The EM’s primary responsibilities are:  

Services scoping and sales. Engagement/ project management. Project budget and estimate. Quality and customer satisfaction.

Ultimately an EM is responsible for getting the Services that a customer purchased fulfilled according to the terms of the SOW and Service Order (SO).


## Responsibilities;

- Work effectively with the Sales and Client Success teams to sell services to customers.
- Pro-actively scope projects with Customers’ business and technical stakeholders to ensure requirements are clearly defined.
- Create custom SOWs clearly detailing services activities, responsibilities, deliverables, timing and pricing.
- Work with Practice Leads to schedule and coordinate project timing.
- Manage and drive a portfolio of projects from Closed/ Won to transition to Support/ Client Success.
- Ensure that project vision and goals are clearly defined.
- Ensure that key stakeholders are identified and aligned.
- Define and maintain project plans.
- Focus on achieving milestones and meeting deadlines.
- Clarify roles and responsibilities with involved stakeholders.
- Prioritise day-to-day work with the right level of focus.
- Manage client escalations; act as the bridge between Services and the rest of the organisation.
- Ensure that issues and risks are identified and mitigated in a timely manner.
- Manage multiple client and internal stakeholders.
- Create status reports including estimates to completion for clients and internal stakeholders.
- Facilitate client workshops, presenting, and validating in order to achieve consensus.


## Skills and Experience - essential;

- Proven experience with a project management methodology.
- Experience scoping professional services for SaaS implementations.
- Experience generating or executing Statements of Work.
- Track record of working with clients and internal stakeholders at all levels.
- Ability to maintain strong client focus at all times.
- Ability to work under pressure and deliver.
- Passion, energy and a collaborative work ethic.
- Full authorisation to work in UK without any restrictions, sponsorship will not be provided.
- Fluent German or French language skills.


## Skills and Experience - desirable;

- Formal certification in a project management methodology (PMP, Prince 2, APM, CAPM, APMP).
- Project management experience of SaaS implementations.
- Experience in the software/ e-commerce industry.
- Familiarity with HTML, CSS, XML, and other web technologies. Expert knowledge not necessary, but you have to be able to communicate well with developers on these technologies.