Andela exists to connect brilliance and opportunity. Since 2014, we have been dedicated to breaking down global barriers and accelerating the future of work for both technologists and organizations around the world. For technologists, Andela offers competitive long-term career opportunities with leading organizations, access to a global community of professionals, and educational opportunities with leading technology providers.
At Andela, we're deeply passionate about creating long-lasting and transformative growth opportunities for all - and doing it in an E.P.I.C. way! We're excited to continue building our remote-first team with incredible people like you. After applying for this role, you will join our Andela Community of brilliant technologists by passing a technical screening and live interview. As a community member, you'll have access to many exclusive technologist roles. Join Andela today to access this opportunity and more in our global marketplace!
Our roles are typically filled at lightning speed, so if you're considering applying, get your application in quickly!
About the company
Client is seeking an Engagement Manager to join our Expert and Learning Services
(ELS) team. This role partners closely with Delivery Managers, Services Delivery
Engineers, and internal stakeholders to deliver a high-quality customer experience
across the full services lifecycle.
The Engagement Manager plays a key role in ensuring customer satisfaction from pre-
sales through to delivery and close-out. Acting as the liaison between sales, delivery,
and operations, the role focuses on capturing customer sentiment, coordinating
resourcing, and driving consistent, scalable engagement practices.
Responsibilities
• Partner with Field Services to understand customer needs and align delivery
• Act as a central point of contact for engagement coordination, expectations, and
customer context
• Manage customer communication, scheduling, and sentiment throughout
• Collaborate with Resource Management and Delivery Managers to staff
• Support customer kick-offs, build rapport, and capture feedback (e.g. CSAT
surveys)
• Resolve engagement issues quickly and professionally
• Work with Operations on forecasting, reporting, assignment allocation, and
process improvements
• Maintain accurate records within EXSP (Microsoft's time logging platform),
Salesforce, and FinancialForce.
• Drive standardisation and optimisation of engagement workflows for scalability
• Provide customer insights and feedback to leadership
• Support partner alignment for co-delivered engagements
• Contribute to scheduling, time tracking, and engagement visibility
improvements
• Maintain a strong focus on continuous improvement across processes and
communication
• Provide secondary support across project management, reporting, and delivery
functions as needed
Requirements
• Strong customer focus with a commitment to high-quality experiences
• 3+ years in a customer-facing role
• Ability to navigate complex organisations and drive outcomes
• Strong communication skills (written and verbal)
• Solutions-oriented with solid problem-solving skills
• Proactive, self-motivated, and detail-oriented
• Comfortable working in a fast-paced, evolving environment
• Team-oriented with a bias to action
• Proficiency in leveraging Salesforce and FinancialForce.
Preferred Qualifications
• In-depth knowledge of GitHub products.
• Understanding of developer workflows and the GitHub ecosystem
• Direct experience with GitHub technologies and solutions
At Andela, we know our strengths lie in our diverse community whose talents, perspectives, backgrounds, and orientations we take pride in. Andela is committed to nurturing a work environment where all individuals are treated with respect and dignity. Everyone has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits discriminatory practices. Andela provides equal employment opportunities to all employees and applicants without regard to factors including but not limited to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, pregnancy (including breastfeeding), genetic information, HIV/AIDS or any other medical status, family or parental status, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. This commitment applies to all terms and conditions of employment, including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Our policies expressly prohibit any form of harassment and/or discrimination, as stated above
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