Job Description Este es un puesto de trabajo remoto.
Location: Remote (Guatemala, Colombia, Brazil – must have C1 English level).
Role Overview
Engagement Manager responsible for leading client projects end-to-end, ensuring successful delivery of complex, client-facing implementations on time, within scope, and on budget.
The role involves building strong relationships with client executives, coordinating internal teams, and driving accountability across all project phases.
Requisitos
● 5+ years in project/engagement management in SaaS, technology, or consulting.
● Proven record delivering complex client projects on time and within budget.
● Excellent leadership and communication skills, with experience presenting to executives.
● Proficiency in project management methodologies and tools.
● Strong problem-solving, organizational, and time management abilities.
● C1+ English level (oral and written).
● Availability to travel up to 15%.
Preferred (Nice to Have)
● Experience with workflow automation, AI solutions, or enterprise SaaS.
● Background in consulting, customer success, or professional services.
Key Responsibilities
● Lead client projects from kickoff to completion, managing scope, budget, and timelines.
● Establish governance structures, track progress, manage risks, and provide executive updates.
● Build and maintain trusted relationships with client executives and key stakeholders.
● Act as the main escalation point to resolve client concerns quickly.
● Coordinate Technical Account Managers, engineering, and support teams to meet project milestones.
RequirementsBachelor’s degree in a related field or equivalent experience.
2+ years in client/technical support, preferably in SaaS or tech environments.
Excellent English communication skills (C1+), verbal and written.
Strong problem-solving and multitasking abilities.
Experience with CRM/support tools (Zendesk, Salesforce, or ServiceNow) and JIRA.
Knowledge of APIs, cloud technologies, or scripting (Python/JavaScript) is a plus.
Exposure to AI, workflow automation, or LLMs is a plus.
Key Responsibilities Provide timely, expert client support via email, chat, and calls.
Diagnose and resolve technical issues, collaborating with engineering when needed.
Support onboarding, setup, and configuration for new clients.
Create and maintain documentation (knowledge base, FAQs, guides).
Communicate client feedback to product and engineering teams to drive improvements.
Track and report key support metrics and suggest process/product enhancements.