Engagement Manager

Gong harnesses the power of AI to transform how revenue teams win.

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.

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

• Private health insurance plans
• Wellbeing Fund
• Mental Health benefits
• Education & learning stipend
• Flexible vacation time
• Paid parental leave
• Company-wide recharge days