About Qorus
QorusDocs brings your best minds and content together to create proposals that win. It is essential that sales teams have every tool available to respond to each new sales opportunity and win more business.
With QorusDocs, you’ll deliver customized proposals in minutes instead of hours, using pre-approved, and branded content, and gain valuable insights to create smart follow-up.
Our software is built on Microsoft Azure for creating secure, professional and engaging proposals up to five times faster all from within your familiar Microsoft Office environment or CRM system.
QorusDocs is a diverse, vibrant group with offices in Bellevue, WA-USA, and Cape Town, South Africa. Started as a three-person company out of Cape Town in 2012, QorusDocs is known today as a top-tier sales enablement and proposal management solution supporting enterprise companies such as Insight, Long View, Teledoc, Teledoc Health, and Panasonic.
Summary:
Our Professional Services team partners with our customers to support their diverse needs from implementation and throughout their journey on QorusDocs to help them derive maximum value through custom solutions and integrations.
We are looking for a full-time Sr. Customer Engagement Manager (EM) to join our Professional Services team in Cape Town. As a Sr. EM, you’ll be responsible for successful planning, and managing customer projects from ideation through to completion through consultative management and coordination with the customer and internal project teams. In this role, you will work consultatively with customers to set expectations, plan, communicate, guide the customer through the change management process, and negotiate project scope, timeline, and budget.
This is a full-time position based in Cape Town, SA, and requires on-site presence with a hybrid schedule as needed. With a global customer footprint, this position requires flexibility to liaise with customer in different time-zones.
Responsibilities
- Managing and leading customer-focused software projects across internal project teams ensuring delivery to scope, on-time and within budget.
- Demonstrate a deep understanding of the product and QorusDocs solutions and deliverables to consult customers in requirements gathering as needed to scope and deliver their solution for a successful go live.
- Develop proposals and Statement of Work (SOW) for Professional Services projects and engagements in collaboration with Sales and Services Delivery teams by facilitating estimation and resource planning.
- Demonstrate understanding of project scope through alignment at the start and monitoring throughout project while addressing any scope change directly with the customer through structured change management process, and with support from the internal team.
- As the primary point of contact for customers on the project, manage all communications of status and progress across customer and internal teams to keep all relevant stakeholders appropriately informed and consulted.
- Demonstrate proficient time management skills with a sense of urgency across all areas of the project, including meeting time management, communications, project timelines, time-tracking, and holding resources accountable for timely completion of their deliverables, while balancing with budget and scope.
- Own risks, mitigation and resolution plans, consulting on escalation decisions when necessary. Monitors the health of projects using available resources and holds the customer accountable for actions that may impact timeline, scope, or budget.
- Drive visibility internally to all stakeholders across Customer, Product, Engineering and other teams on project issues, and risks soliciting executive support as needed. • Fosters professional and positive relationships with internal teams and external customers by building rapport through transparency and follow-through. • Ensure all project records and artifacts reflect customer goals, updated timelines, project scope, risks, and accurate progress and status.
- Liaise with the Product, Engineering and Support teams to have product issues resolved in a timely fashion and according to severity.
- Liaise with the ITOps and Support teams to have the IT related issues resolved in a timely fashion and according to severity.
- Feedback to the QorusDocs product team on possible enhancement for the products.
What You Will Bring to our Team:
Competencies & Soft Skills
- Min 7 years work experience managing enterprise-level customer facing consulting projects with responsibility for scope, budgets, and schedules.
- Experience in working with US based customers and prospects with flexibility and ability to work in customer time zone when required.
- Strong attention to detail with excellent organizational and project management skills.
- Strong analytical and problem-solving skills for mediating and resolving opposing viewpoints.
- Excellent command of the English language with good verbal and written communication skills, adept at clear and persuasive communications across all levels.
- Collaborative team player with strong relationship building skills with team members and customers.
- Flexibility and ability to work overtime when required.
- Ability to manage fluid and agile situations with ease and high emotional intelligence.
- Proficiency with MS Office and Project Management and/or Professional Services Automation Software (PSA) – a plus.
Critical competencies
- Entrepreneurial – can-do approach coupled with a strong desire to make a difference.
- Quick study, self-learner – Gains proficiency in new industries, markets, and technologies quickly
- Interpersonal – builds and maintains trusting relationships with associates and customers.
- Change Management – initiates, manages, or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace.
- Energy/Drive – confident, energetic and exhibits strong desire to achieve.
- Personal/ Professional Effectiveness – demonstrates ability to be self-directed and self motivated.
- Planning and Organizing – optimizes use of time and resources to achieve desired results, excellent multitasking and project management skills, a high attention to detail and ability to prioritize
- Accountability – holds self and others accountable for results.
Why Qorus
QorusDocs is a dynamic organization. Successful employees work in a fast-paced environment, managing multiple priorities often under tight deadlines. QorusDocs offers flexibility as to the specific working hours that may be required or available depending on your role. All new QorusDocs employees are subject to a criminal background check.
At QorusDocs, we choose love over hate.
- Diversity and inclusion are core values of our business simply because it’s the right thing to do.
- We admittedly don't have all the answers. However, we are committed to listening, learning, and doing better as an organization in every way possible.
- We stand together as a global team to join the fight to end systemic racism and social injustice. Black Lives Matter.
- We are looking inward, and making improvements to how we approach our hiring, leadership and future improvements for our colleagues, partners and customers. • We are in this together and committed to doing our part so all human beings are treated justly, fairly and equally.
QorusDocs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, or genetic information.
