Senior Engagement Manager Resume Sample

Hired by: DocuSign

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Senior Engagement Manager Resume Sample (Full Text Version)

Tamara Engaged

Email address: hello@kickresume.com

Phone number: 999-999-999

Profile

Professional Services and Cloud Technology leader with over 20 years of experience building global teams focused on technology implementations.

Organization builder. Most recently joined a Silicon Valley startup 9 years ago as #18, and helped grow the organization to 1,500+. Served in various leadership roles building global practices and teams focused on successful software implementations of cloud technology including Salesforce.com, ServiceMax, Workday, Concur, and Google Enterprise.

Comfortable leading or being one among many. Successful history of moving back and forth between roles managing teams up to 150 people and roles as an individual contributor. Energized by enabling others, clearing obstacles, finding innovative solutions, and being a part of a team with a common goal.

Areas of Excellence

Customer Success * Project Management * Portfolio and Delivery Management * Partner Relationship Management * Utilization, Metrics, and P&L * Revenue Forecast and Generation * Building Global Teams * Talent Acquisition, Development, and Retention * Customer Life Cycle Management * Sales and Sales Enablement * Practice Leadership * Applying Mindfulness Techniques in the Business Context

Special Focus Area

Talent Development: Created and implemented processes and programs to include talent reviews, personality assessments, performance management, career pathing, succession planning, and feedback initiatives. Established Ascend, formal training program for recent college grads.

Work experience

2007 - 2016, Senior Director, Consulting, Appirio, San Francisco, CA

Senior leader at Appirio, a global services company delivering cloud-based solutions for the world’s largest brands. Served in various professional services leadership roles during rapid growth from 18 people to over 1,500. Notable roles included:

Head of Consulting (North America), Salesforce Practice: Helped establish Salesforce practice, advancing from West Coast delivery manager to managing a team of delivery managers and all North America consultants (150 at the time). Focused on people management, delivery management, and sales enablement, while implementing scalable processes in a company experiencing >150% annual growth.

Head of Delivery (Workday): Co-founded Workday practice, growing to a team of 150, over 3 years. Established and nurtured partnership with Workday, hired and developed talent, oversaw delivery of projects, and created processes consistent with the Appirio way yet in line with Workday expectations.

Concur Practice Director: Provided leadership over highly profitable practice (56% gross margin) in Appirio’s Acceleration Practices portfolio. Served as senior leader of the Acceleration Practices, at a time when the portfolio of practices was experiencing 35% year-over-year growth.

2005 - 2007, Associate, Booz Allen Hamilton, Huntsville, AL

Served as Booz Allen deputy program manager of $15 million contract with SAIC (under the UNITeS contract), providing IT Operations Support to NASA’s Marshall Space Flight Center.

Managed 24x7 Operations Center. Planned, directed, and managed all IT support and operations including the NASA Information Support Center (a call center handling over 8000 calls per month), Wide Area Network monitoring, NASA Data Center Computer Operators, and IT Security Intrusion Detection Monitoring.

Led IT support activities for Space Shuttle missions, providing call center support, data gathering, and problem resolution. Ensured quick resolution to technical difficulties such as lost audio from Moscow Mission Control to Johnson Space Center. Served as CIO’s Mission Readiness Manager for STS-117.

2005 - 2005, Director, Group One Software, a Pitney Bowes Company, Lanham, Maryland

Led a geographically diverse support team providing support for over 3000+ customers on over 100 data integration, data quality, customer communication management, direct marketing, and geocoding software products. Led integration of four disparate support teams post acquisition by Pitney Bowes. Left as part of relocation out of area.

1999 - 2005, Director, Artesia Technologies (acquired by Open Text), Gaithersburg, MD

Created a scalable support organization enabling customers to manage digital content more efficiently, helping them reduce costs, safeguard copyrights and derive new revenue streams by re-expressing and reusing existing content. Developed and continually enhanced support policies, procedures, and methods of communication to internal and external customers and partners. Established and executed against support offerings as well as Service Level Agreements.

1998 - 1999, Technical Support Manager, DataFocus (acquired by MKS, Inc.)

Led team of developers and support engineers providing support for a suite of 2000+ UNIX APIs and a full command-line development environment, enabling customers to port UNIX applications to Windows. Worked with customers to maintain a single source base across UNIX and Windows saving time and money, and cutting development time 70%-90%.

1996 - 1998, Project Manager, Customer Services, Roadshow International (acquired by Descartes), McLean, VA

Led team of project managers providing support services for vehicle routing and scheduling software used by companies with distribution, pickup, delivery, and service operations. Conducted customer visits to analyze on-going use of software and identify additional sales opportunities. Conducted high-profile exhaustive audits of customer business practices, processes and implementation of software. Identified recommended changes, and led implementation efforts.

1993 - 1996, Helpdesk Manager, CTI and HTS (at NAVSEA), Arlington, VA

With contractors Comprehensive Technologies, Inc. (CTI) and HTS (at Naval Sea Systems Command), managed HelpDesk for Naval Sea Systems Command. Ensured excellent customer service, adherence to service level agreement, managed customer escalations. Responsible for hiring and training help desk personnel.

2015 - present, Organizational Consultant and Patient Volunteer, Hospice Family Care

Provide direct patient care, legacy work, and vigil planning services. Provide caregiver respite, family education, and bereavement support.

Provided project management support for activation of new inpatient facility. Assisted with the review and compliance of state and federal regulations and the development of Concepts of Operations.

Volunteer ambassador, speaking about the volunteer experience, recruiting new volunteers, attending community events, fundraising, creating and conducting training for new volunteers and hospice staff.

Education

1995, English, Computer Science, The College of William and Mary

Position Overview:

Senior Engagement Manager

A Senior Engagement Manager fulfills the role of being a trusted advisor to the sales team of a company and the customer. They are supposed to understand that customer’s needs, convey the steps that customers can follow to become successful, and recommend the best solutions in deploying software. All of this is done while working closely with the field sales team and support its deals through aligning and selling services. Individuals wanting to become Senior Engagement Managers should have a good amount of prior work experience of a “consulting” nature, excellent verbal and written communication skills, and knowledge of the tools and services used in the respective industry.

Company Overview:

DocuSign provides the 1# way to sign electronically on practically any device, anywhere, at any time. This solution helps companies automate and connect the methods by which they prepare, sign, manage, and act on agreements. More than 500,000 customers and millions of users in over 180 countries use DocuSign’s solutions. Being a company situated right next to Silicon Valley, it is a working environment that allows workers to do and achieve anything they want, so long as they are motivated. Both colleagues and the management are incredibly supportive, and the firm provides workers with great benefits and work/life balance.

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