Senior Engagement Manager

Experience and Attributes: 

• 5+  years experience in being delivery lead for large engagements – working as the main account manager, point of contact and leader internally, and aligning externally with client leadership/stake holders as well as day to day client points of contact.
• Strong understanding of the inner workings of go-to-market teams - including marketing, sales, customer service/success, and operations among others - and refining processes for those teams to succeed collaboratively. 
• Solid foundation in project management fundamentals – organizing planning, execution, scope management, and maintaining control of client delivery activities to achieve outcomes specified in the scope of work. Handling objections from out-of-scope activities and identifying risk. 
• Ability to understand business processes, and translate business vision and goals into iterative steps and a project plan by offering recommendations on improvements and consultative value. 
• Proficiency in Mole Street’s Technologies – HubSpot among others – evidenced through certifications and technical aptitude for data flows.
• Analytical thinking – inclusive of data and problems presented in a quantitative, qualitative, and/or conceptual manner. 
• Proficiency in HubSpot CRM, Google Suite, and Professional Services Automation software (i.e. Mavenlink).

Preferred Attributes:

• Proficiency in Mole Street’s Technologies – AirCall, Snowflake – and other systems.
• Experience working in Kantata
• Specialization in a particular industry – financial services, SaaS, and healthcare among others – and/or field.
• Experience handling the following between HubSpot and other systems: custom integrations, data migrations, implementation projects, and website design/development. 
• Knowledge of distinct technology ecosystems, channel revenue programs, and its nuances.
• History of assisting on pre-sales initiatives combined with high standards of project delivery.

Company Description:

Mole Street is an Elite HubSpot Solutions Partner and industry-leading technology and marketing consultancy. We are a fully remote agency with a presence in the U.S. and South America. Our clients consist of mid-market and enterprise B2B companies that partner with us to define strategies and execute programs that meet business objectives through technical and creative applications of the HubSpot platform.

We specialize in guiding our clients through digital transformation initiatives, including technical HubSpot consulting projects and growth-driven design programs.

Our culture is driven by the core values of Joy, Grit, Accountability, Clarity, Curiosity, Authenticity, and Growth Mindedness. The team is positive, passionate, rational, resourceful, resilient, and results-oriented. We take pride in collaborating with each client to implement strategies that will grow their company. We also believe that “Great Things are Happening!”

The team is positive, passionate, rational, resourceful, resilient and results driven, taking pride in the work and the people who do it. Employees are highly valued and dependable, driven to win for the collective good of the company and its clientele and dedicated to breaking the mold from the agency of the past into the agency of the future as Mole Street grows.

Mission:

Engagement Managers report to the Manager, Consulting. They are responsible for managing client relationships, ensuring the successful delivery of projects, and driving customer satisfaction and retention. This role involves overseeing project execution, 

collaborating with internal teams and spotting opportunities to expand client partnerships.

You will manage and maintain project plans and align teams (with clients and internally) to execute on the work. Your main objectives are to deliver, retain and expand client engagements through their experience with Mole Street, and ensure on time and budget delivery. You will cultivate knowledge across teams. Your client first mentality and focus on delivery ultimately will aid Mole Street to be the premier consulting firm for HubSpot’s platform, globally.

Day-to-Day Responsibilities:

Three main disciplines are critical to success for the Consultant. The ability to:

• Account Management: Delight clients with clarity, proactive, and consistent communication – ensuring the highest standards of quality, and identify retention and expansion opportunities for further growth. 
• Project Management: Detail and consistently manage projects and resource plans to ensure the team achieve utilization targets, and excel in executing on budget and on time delivery for client projects.

• Business Strategy: Architect solutions to support client business initiatives, strategically understand business models and outcomes desired, and think ahead for continued success by translating their success through the solutions and technologies provided.

Account Management

• Serve as the primary point of contact for assigned clients, fostering strong, long-term relationships.
• Lead project planning, execution, and delivery to ensure alignment with client expectations and company goals.
• Collaborate with cross-functional teams to allocate resources, manage timelines, and address project challenges.
• Identify opportunities for account growth and present solutions to clients.
• Monitor project performance and implement improvements to enhance efficiency and quality.
• Prepare and deliver reports, presentations, and updates to clients and internal stakeholders.
• Manage client feedback and resolve issues promptly to maintain high customer satisfaction.
• Stay informed about industry trends and competitor activities to provide strategic insights.
• Ensure strategic and technical road maps meet client objectives and within Mole Street’s scope – influencing new initiatives for continued engagement and value-add
• Ensure performance standards are met or exceeded for clients, while maintaining consistent lines of communication that are forward looking and additive in terms of value.
• Travel onsite as needed, within the scope of work, to deliver on consulting engagements as needed

Project Management

• Create and manage detailed project plans for all client work in project management software (i.e. Kantata)
• Plan your team’s time, using Kantata, to ensure effective execution on utilization and revenue targets based on your client list
• Delegate and follow up (internally and externally) as needed to guarantee successful client delivery and satisfaction
• Remove roadblocks to tasks and support your team in creating more efficiency towards their work
• Raise instances of scope creep with relevant internal stakeholders and clients quickly and effectively, as appropriate – addressing root causes, following up to reset expectations as appropriate, and following up with next steps to continue progress on in-scope items
• Monitor and control project delivery through reporting and insights on data and work completed of results – raising awareness of budget and time allotted to ensure on time delivery

Business Strategy

• Leverage subject matter expertise and business process optimization mindset to deliver tangible results for Mole Street’s clients – in the form of consultative guidance, value-add, and deliverables (i.e. process maps, business assessments, reporting scorecards, technology stack audits, etc.) among other forms of outputs from client engagements
• Conduct and organize client projects as the Project Lead, ensuring the client and Mole Street team is aligned on the long term business goal, metrics, and consulting initiatives
• Maintain administrative excellence for project delivery for Mole Street engagements – managing the project plan in Kantata and collaborating internally to guarantee effective task management and prevent scope creep
• Execute on Mole Street’s solution lines – migrations, integrations, technical consulting, website design and development – utilizing the HubSpot platform and other technologies we work with
• Aid in identifying and developing consulting proposals and scopes of work when requested by leadership and/or pre-sales
• Own solution design, discovery, presenting of deliverables, and project delivery, billing your time in Kantata and delegating to the right teams appropriately, to support these efforts
  
  

Admin

• Weekly account meeting attendance 
• Weekly Consulting Department meeting attendance
• Availability on email, Slack, Zoom, and phone during working hours for connects with team and client as needed
• Work on special projects including Mole Street marketing and other ops related admin projects as assigned

Our Employee Benefits Program Includes:

• Generous compensation package with performance incentives
• Full Health and Dental Insurance Coverage
• 401k
• Paid maternity and paternity leave
• Flexible PTO policy
• The flexibility of working remotely