Engagement Manager

THE OPPORTUNITY

As an Engagement Manager within Gong’s Professional Services organisation, you will lead the end-to-end delivery of Gong customer activations across our Enterprise segment. You will coordinate Consultants, Technical Architects and cross-functional teams, applying strong project management discipline to keep engagements organised, on track and focused on customer outcomes. You will own project planning, governance, scope, timelines, resources, dependencies, risks and stakeholder communications, ensuring projects are delivered on time, within scope and to a high standard.

Gong Professional Services is at the forefront of AI-powered consulting and customer delivery. We use Gong, AI and automation to improve project delivery, customer outcomes and operational scale.

In this role, you will apply AI in your daily workflows, continuously develop your knowledge of AI and Gong, and contribute to reusable workflows, assets and methodologies. You will also share best practices, capture customer learnings and help build the capability of the wider Professional Services organisation.

This is an excellent opportunity for an experienced project management or consulting professional to lead complex, high-value engagements while helping shape the future of Gong Professional Services.

RESPONSIBILITIES

Project Execution & Customer Delivery

• Own the full implementation lifecycle, from kickoff and planning through discovery, configuration, testing, go-live and handover.
• Manage project scope, schedule, budget, resources, governance and dependencies in line with the Gong Professional Services methodology.
• Identify, communicate and mitigate risks and issues, taking timely action to keep projects organised and on track.
• Lead change management activities to align Gong’s capabilities with customer objectives and drive adoption.
• Maintain clear communication with customer stakeholders, including senior contacts and project sponsors, and coordinate effectively with Product, Engineering and delivery partners.
• Ensure a smooth transition into Customer Success, Managed Services and other post-go-live teams.

AI-Forward Delivery & Continuous Improvement

• Use Gong, AI and automation to improve project planning, delivery, documentation, reporting and stakeholder communications.
• Identify opportunities to standardise, automate and scale repeatable Professional Services activities.
• Use AI responsibly by validating outputs, protecting sensitive information and applying appropriate human oversight.
• Apply learnings from customer engagements to improve delivery methods, tools, assets and team practices.
• Share effective AI use cases and delivery practices to build capability across Professional Services.

Stakeholder Management & Collaboration

• Own stakeholder management across the engagement, building trust-based relationships with senior client stakeholders (e.g. CRO, Head of Revenue Operations) and aligning them on scope, deliverables, and outcomes.
• Manage customer expectations and maintain alignment on project scope and deliverables, resolving conflicts proactively.
• Work cross-functionally with Sales, Customer Success, Product, Engineering, and Support teams to ensure smooth customer transitions and issue resolution.
• Identify and progress opportunities for services expansion and additional Professional Services packages, in partnership with Solution Architects and Customer Success.
• Coach and mentor junior Engagement Managers and peers, sharing implementation best practices to build team capability.

QUALIFICATIONS

Experience & Skills

• 6+ years of experience in project management, management consulting or a customer-facing Professional Services role.
• Experience managing multiple complex, concurrent enterprise engagements, with strong organisational, prioritisation and task management skills.
• Experience managing project scope, budgets, resources, risks, dependencies, governance and escalations.
• Experience consulting for go-to-market teams, including Sales, Customer Success, Sales Development, Revenue Operations or Enablement.
• Experience working with European Works Councils or employee representative bodies, adapting implementation, communications, training and change management approaches to address local requirements and employee concerns.
• Proven ability to build strong working relationships and communicate effectively with senior client stakeholders, executive sponsors and cross-functional teams.
• Strong understanding of change management principles, with experience leading initiatives that drive technology adoption within organisations.
• Experience using AI tools to improve productivity, delivery quality and customer outcomes in day-to-day work.

Technical & Collaborative Skills

• Strong familiarity with SaaS applications and enterprise business processes.
• Practical experience using LLM tools and agentic workflows across activities such as research, analysis, content creation, project management, documentation, decision-making and workflow automation.
• Working knowledge of CRM systems (Salesforce.com or Dynamics preferred).
• Strong collaborative instincts, with the ability to work effectively across internal and customer-facing teams, both in person and virtually.
• Excellent communication, presentation, and writing skills.
• Bachelor's Degree, Masters or equivalent practical experience.
• Willingness to travel, expected to be less than 5%.
• PMP, PRINCE2, or other relevant project management certifications are a plus.

PERKS & BENEFITS

• We offer Gongsters a variety of private health insurance plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

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