Associate Director of Customer Engagement

• As a member of the Customer Engagement team, you will report to the Head of Deployment and lead cross-functional projects by facilitating the delivery of our products to customers through the implementation process
• Additionally, you will continue the relationship with the customer post implementation by showing ROI and assisting with ongoing product maintenance
• You’ll be an instrumental member of our dynamic, mission-driven team, acting as a servant leader to close gaps in software, product, and customer experience
• You will solve exciting problems every day as you drive continuous improvement in how your teams work and what they deliver, always staying a step ahead on risks and opportunities
• This is a customer-facing role with minimal travel
• AKASA offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture. Candidates for this role must be based in either the SF Bay Area or NYC and attend our in office coworking days
• Lead implementation teams (pods) to drive the deployment of products for customers, picking up at the point of contract signature
• Manage 6 - 8 active and mature projects concurrently, depending on complexity
• Execute and complete project plans, identify and monitor issues, track risks and dependencies and ensure project plans are up to date at all times. Track and remove barriers to progress
• Track progress and prepare status reports on a regular basis to the client, internal project team, and other stakeholders
• Demonstrate flexibility and creative problem-solving to deliver to clients
• Coordinate customer communications, prepare for external and internal project meetings
• Run data using internal dashboarding to support project updates, particularly post implementation to show ROI and ongoing product health
• Occasional travel as needed

Benefits

• Unlimited paid time off (PTO)
• Expansive coverage for health, dental, and vision
• Employer contribution to Health Savings Accounts (HSA)
• Generous parent leave policy
• Full employee coverage for life insurance
• Company-paid holidays
• 401(K) plan

• Must have client-facing experience in an enterprise software and professional services or consulting environment
• Proficiency with technical concepts and an ability to learn technical concepts quickly
• Healthcare experience preferred
• Experience with JIRA, Confluence, and other project management tools
• Ability to identify options and suggest solutions to solve problems
• Expertise in technical implementations
• 8+ years of experience leading software development projects. Ideal candidates have experience at scrappy, fast-moving startups as well as more established companies operating at scale
• PMP Certification is a plus
• Bachelor’s Degree and/or relevant experience
• Strong written and verbal communication skills
• Excellent organizational skills and the ability to conscientiously manage and follow up on multiple concurrent workstreams on tight deadlines
• Project management experience that includes managing cross-functional teams, designing and executing timelines, and managing individuals across multiple project simultaneously