Engagement Manager

2 months ago

Herndon, United States FranConnect, LLC Full time
Job DescriptionJob DescriptionDescription:

FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.


Overview of Job Function:

The Engagement Manager is a high visibility role that plays a vital part in the company's growth by driving successful customer implementations through best practice, solution adoption, and other professional service team goals. This role will involve supporting domestic and international (APAC) implementations.


This position requires a hands-on approach, playing a lead role, working with Solution Consultants, and other departments as needed, to onboard customers in the Enterprise market. You will be working with senior-level clients and stakeholder teams to drive the end-to-end process from Discovery to Go-Live in a manner that drives the highest level of adoption. The Engagement Manager plays a strategic role in advising on franchising best practice as well as ensuring projects are completed on time and within budget.


The Engagement manager works to meet all team KPIs such as utilization, time-to-value, and services revenue. Outside of billable customer work, the Engagement Manager contributes to converting customer requirements during the sales process into Statement of Works (SOWs). We will look for this role to contribute to the continuous improvement of delivery methodologies as the business continues to scale and evolve.


Principal Duties & Responsibilities:

Drive strategic communications internally and externally with a focus on solutioning within the FranConnect platform, as well as on essential project management coordination, to include:

  • Kickoff and provision new customers;
  • Understand customer’s value drivers for investing in FranConnect;
  • Investigate and assess customer’s business objectives and key business challenges, as well as best practice considerations;
  • Work with the Solution Consultants (and Product Teams where needed) to build the requirements definition and documentation, and guide and create the solution design specification for FranConnect's products;
  • Act as a client liaison, providing guidance, direction, and escalations for overall customer success and adoption of FranConnect within the customer’s environment;
  • Ensure initial customer adoption and sign-off to deploy customers.

Additional duties include:

  • Engage in project management best practices to ensure projects are delivered on time, within budget, and to quality expectations. Provide weekly status reports, maintain project plans, and manage external and internal communications to all team members.
  • Manage the project hours across the FranConnect team and set expectations for clients as needed to deliver the scope within existing SOW or change orders as needed.
  • Participate in platform configurations, when necessary.
  • Assist the Sales team in leading client discovery sessions and crafting SOWs.
  • Work cross-functionally across Sales, Support, Products, and Finance to champion customer success and adoption; complete deliverables; and provide excellent client communications.
  • Participate in any other departmental or cross-departmental project or assignment as needed.
  • Minimal travel may be required, to include client site visits, to attend a conference, visits to the HQ office for training or engagement events (if remote), etc. (less than 25%).
Requirements:

Who is our ideal candidate?


The ideal candidate has a background in franchising and project management. You thrive at building customer relationships and working cross-functionally with internal teams to solve complex problems. Team-player is your middle name. You have a natural curiosity that drives continuous product learning. You are comfortable working in a constantly changing and growing environment where processes are fluid, and creative and unique ideas and solutions are desired.


Priority will be given to candidates who are based on the west coast. The goal is to align working hours with time zone restrictions between the US and APAC. In addition to implementation projects in the US, this role will lead implementation projects for new APAC customers (our office is based in Sydney, Australia).

  • 10+ years of overall work experience. Must have at least three (3) years of experience leading enterprise-level software implementations. Additional years of experience may include some combination of the following professions: consulting; project management; and/or customer success management.
  • Exceptional verbal and written communication skills.
  • Experience working and communicating with C-level executives, especially typical buyers of FranConnect’s solutions, including CEOs, CIOs, and COOs.
  • Bachelor’s degree required; advanced degree a plus.
  • Experience with engagement time tracking, resourcing planning, and utilization targets is a plus.
  • Franchising experience is a plus
  • PMP certification is a plus.

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