Manager, Engagement Management
Netspring
London, UK
Posted on Jan 9, 2026
Introduction
Manage global onboarding engagement managers
Job Responsibilities
Lead & develop the EMEA EM team (≈80%)
- Coach, grow, and performance-manage a distributed team; prioritize internal mobility and cohesion across regions.
- Oversee capacity and utilization: assign onboardings, forecast, and manage time in Kantata; ensure EMs meet ~60% utilization.
- Maintain operational cadence: project hygiene, EOM finance, holiday approvals, and leadership updates for customer continuity.
- Champion continuous improvement: lead/co-lead transformation initiatives; promote product expertise and cross-training; share best practices.
- Elevate outcomes: improve time-to-value, project progression, CSAT ≥ 4.0, and new-hire time-to-productivity (target ~60% customer engagement by months 3–4).
- Be involved with & help drive the P&L on the Services team - including items around forecasting, team billability, & existing customer services sales.
Engage directly with customers, leading onboardings (≈20%)
- Own a focused onboarding portfolio from sales handoff to go-live; manage scope, risk, timelines, and stakeholder expectations.
- Serve as an executive-level escalation point; communicate with clarity and confidence to both technical and non-technical audiences.
- Promote adoption and value using Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Clickup and Gainsight.
Cross-functional & regional collaboration
- Partner with Sales, CSMs, Product, Engineering, Strategy Consultant and Solution Architects to deliver structured onboarding programs with well-defined goals and timelines, tailored to both Optimizely One and regional needs.
- Champion high-quality scoping (T&M/fixed) and help expand/attach services where appropriate.
- Significant experience in developing and managing complex project plans.
Knowledge and Experience
- 7+ years of project management and strategy experience, including 4-5 years as a Team Lead or manager in SaaS/PaaS with global client delivery.
- PMP, PMQ or PRINCE2 certification required.
- In-depth knowledge of Optimizely’s products, especially Opal and core platforms.
- Strong requirements discovery and complex project planning skills; mastery of Agile, hybrid, and Waterfall methodologies.
- Decisive leadership and executive-level communication skills; ability to translate technical and business concepts clearly for all audiences.
- Proven advocacy for team interest confidently represents, influencing, and pushing back to ensure the best outcomes for both team and organization.
- Track record of cross-functional collaboration (Sales, Engineering, Marketing, Product).
- Demonstrated technical fluency in artificial intelligence (AI), including a strong understanding of AI concepts, applications, and best practices relevant to SaaS/PaaS environments. Able to effectively evaluate, implement, and manage AI-driven solutions that support business objectives and enhance client outcomes. Experience collaborating with cross-functional teams to integrate AI technologies into project workflows and deliver measurable results.
- Experience scoping and selling (services attach/expansion) is highly valued.
- Excellent problem-solving, critical thinking, and analytical skills; resilient under shifting priorities.
- Technical fluency in Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript).
- Tools: Microsoft Teams, Salesforce, Kantata, Copilot, Click up, Zendesk, Jira, Gainsight.
- Travel up to 25%
- Excellent verbal and written English. Clear, concise, and influential communication is essential.
- Bachelor’s degree strongly preferred or equivalent experience
Education
Associate's degree w/ experience or BS w/o experience
Competencies
Delegating Responsibility
Prioritizing and Organizing Work
Resolving Conflict
Teaching
Working with Financial Information