Sr. Engagement Manager

About the role

The Sr. Engagement Manager will lead end-to-end the direction and day-to-day execution of client digital programs, ensuring resources are allocated and staffed to facilitate delivery. They will maintain an operational model that drives business outcomes and improve engagement leadership practices across the team through methodology and clear, repeatable processes.

Responsibilities

• Lead end-to-end the direction and day-to-day execution of client digital program, including directing engagement team members on the account.
• Ensure resources are allocated and staffed to facilitate delivery, including collaboration with Discipline Leads to ensure alignment to delivery plans and commercial targets.
• Maintain an operational model that drives business outcomes and improve engagement leadership practices across the team through methodology and clear, repeatable processes.
• Monitor and enhance operational model over time to meet and exceed client expectations in the context of business goals/outcomes, client org structure, and program trajectory.
• Provide leadership to develop custom approaches and solutions to client’s program challenges.
• Drive development of appropriate staffing plans to deliver against new initiatives and client annual renewals.
• Build strong and lasting relationships with multiple client contacts.
• Develop relationships with key client partners to help evangelize iCrossing's expertise as a strategic and pragmatic delivery partner, with guidance and partnership from executive sponsors.
• Develop a detailed knowledge of iCrossing services, capabilities, and differentiators.
• Cultivate client relationships through content, communication, reliability and relatability.
• Mentor and nurture talent on the team.
• Collaborate, develop and strategize account plans to meet growth targets. Maintain the client partnership, including greater incorporation of insights into plans and vision for the client, and deliver goals.
• Track progress toward goals and commitments for the program, and report on them to decision-makers both purely to inform them and to drive progress toward greater advancement.
• Own service quality and partner with competency leaders on problem mitigation and risk management communications.

Requirements

This full-time role is based in New York City and requires 2 days per week in the office.

Qualifications

• 12+ years of related work experience, major strategic consulting firm background preferred
• Bachelor's Degree; advanced degree or MBA a plus

Skills

• Fast, accurate, and authoritative analysis, forecasting, and decision-making
• Deep expertise in assembling and managing digital experience transformation programs
• Comfort with ambiguity and broad requests, and able to both clearly validate understanding and answer with concrete projects and industry-leading work product
• Strong commercial and business acumen
• Record of lasting, mutually beneficial business relationships
• Exemplary verbal and written communication skills including storytelling and presentation
• Leadership ability, especially to drive action without direct authority
• Exceptional analytical and quantitative problem-solving skills
• Ability to both individually build and fully delegate to a team the construction of a clear, focused presentation for any audience
• A balanced sense of the immediate and practical against long-term, visionary thinking
• Understands the value of service and the ability to evaluate client needs
• Experience managing and maintaining customer relationships
• Ability to collaborate with cross-functional internal departments to contribute to new business
• Ability to adapt to rapidly changing business needs and priorities
• Takes ownership of outstanding issues, is accountable, and establishes a high level of credibility with others in the organization
• Respects other people's opinions and suggestions and works to create an “environment of trust”.

Benefits

We offer a competitive benefits package that includes:

• Medical, dental, vision, life and disability insurance
• 401(k) Retirement Plan
• Flexible Spending & Health Savings Account
• Paid holidays, vacation, and sick time
• Parental Leave
• Employee assistance program and other company benefits.