Senior Engagement Manager, Professional Services
About this role
Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.
Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.
At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.
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 offerings
- Coordinate with the Director, Professional Services regarding staffing and resourcing
- Work with account and delivery team to proactively identify and mitigate delivery-related risks.
- Sales Enablement
- Deliver enablement to GTM teams on how to best work with and sell professional services.
- Consult with Sales Enablement on how to better incorporate selling professional services in the sales enablement collateral and ongoing enablement plans.
- Work with the Partner teams to develop relevant partner-delivered services strategies and to bring partners into deal cycles, where appropriate.
- Continuous Improvement
- Contribute to continuous improvement: Identify opportunities to improve discovery and scoping processes, templates, and tools. Incorporate feedback from PS delivery team (Professional Services Engineers & Project Managers)
- Design and standardize scoping methodology
- Help define future services and support offerings
- Provide thought leadership into Product Management/Engineering around features or product enhancement that would be necessary to support unique or complex implementation use cases
Requirements
- 7+ years of experience: Proven track record in a combination of pre-sales, consulting, and/or customer success, project management or implementation roles within a professional services environment.
- Knowledge of professional services selling processes and implementation/onboarding methodology.
- Exceptional communication and interpersonal skills: Ability to effectively communicate with technical and non-technical audiences, build rapport, and foster strong relationships.
- Strong analytical and problem-solving skills: Ability to analyze complex information, identify key issues, and develop creative solutions.
- Excellent presentation and facilitation skills: Confidently lead workshops, present proposals, and communicate complex information in a clear and concise manner.
- Deep understanding of project management methodologies: Familiarity with Agile, Waterfall, and other project delivery frameworks.
- Curious: Absolutely unafraid to ask questions, dig in, and be resourceful