Engagement Manager - Deque Systems

Career Fulfillment & Culture

People come to work for Deque because of what we do: enable businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. The personal fulfillment employees feel here is unparalleled. In addition to the altruistic nature of our jobs, the organizational structure is extremely flat and welcoming. Women-owned and operated, Deque CEO Preety Kumar is internationally revered for her down-to-earth personality and work ethic. Deque's core values are central to our culture of customer satisfaction. Do you share them?

• Innovation with results that matter
• Deliver what you promise
• Can-do attitude
• Open, direct & respectful communications
• We care deeply
• We practice humility

At Deque, you’ll work with the best and brightest minds in the industry, sharing best practices, tackling new issues and uncovering new approaches. Accessibility Consultants at Deque also love their jobs because of the support systems in place.

Deque experts regularly contribute to W3C Accessibility Working Groups and collectively hold more CPACC, WAS, & CPWA certifications issued by the IAAP than any accessibility testing company in the world.

Position Description

Deque is seeking a full-time Engagement Manager to join the Professional Services team. Our ideal candidate for this position is a customer experience centric person who enjoys a consultative and long-lasting relationship with clients, excels at project management and delivery for a varied portfolio of clients, is comfortable identifying problems and solutions, has experience working with software development teams, has high integrity, and proactively  improves and finds innovative ways to execute. This role will be the primary customer contact with responsibility for executing projects, delivering consulting services, and performing product implementations.  The Engagement Manager will work with multiple concurrent clients and have responsibility for the customer’s experience during delivery, which achieves our mission of Digital Equality.

You will work with customer stakeholders from across the entire organization including product owners, product managers, engineers, project managers, centralized accessibility teams, business owners, quality engineers, designers, procurement, Diversity Equity and Inclusion teams, marketing, management, and more. You will be part of a cross-functional Professional Services team and work closely with senior management, sales, accessibility experts, product managers, and software developers.  The Engagement Manager must be self-driven and customer experience-focused, with the ability to own and drive all aspects of project delivery, including resource planning and financial management.  Experience with SaaS is required. The ideal candidate will thrive in a fast-paced, open environment where personal responsibility and open, direct, respectful communications are highly valued.

Primary Responsibilities

• Deliver consulting, services and product implementation projects leading to high customer satisfaction
  • Build strong, consultative relationships with clients in which the Engagement Manager is known as a trusted advisor
  • Contribute to the creation of account plans through continuous discovery (understand customer current-state, constraints and desired positive business outcomes). Then contribute to the adjustment and execution of these plans 
  • Develop and manage resource plans, project plans, financial forecasts, and other engagement deliverables based on statements of work and account plans
  • Identify engagement risks and bottlenecks; propose solutions and work closely with department leads to resolve
  • Manage and build relationships with cross-functional global teams
  • Lead and contribute to team and process improvements including tool development, methodology refinement and promoting best practices.
  • Be self-driven and creative, think out of the box and deliver excellent service from the beginning to the end of a customer engagement
  • Implement change management tools and techniques to negotiate scope, schedule, and financials in a flexible manner to optimize delivery results and customer satisfaction
  • Lead productive meetings and communicate effectively to ensure communication success
  • Executes using triple constraint management techniques
  • Understand and anticipate requirements internally and externally
  • Work closely with the account team and customers to define customer objectives, goals, scope, success criteria and deliverables, aligned with company goals and in collaboration with senior management and stakeholders
  • Influence and shape the solution approach with a focus on development for accessibility
  • Report on billable hours, manage project budget and assist management in meeting utilization and revenue goals
• Be an important part of achieving our mission of Digital Equality
  • Learn and stay current on accessibility standards [i.e.WCAG, Section 508, EU 301-549]
  • Learn and use our software products to develop a deep knowledge of the technology and its leverage in solving customer problems
  • Know and understand common accessibility issues, severity levels, and how to present guidance on results and remediation
  • Mentor the customer that accessibility is a journey and not a one time requirement. Help the customer understand the benefits of shifting left
  • Bring the “voice of the customer” to the rest of the company, especially to the product development teams, and provide them with insight and opportunities to understand how the products are used
  • Help identify and resolve recurrent/important problems in customer interaction or engagement execution
• Other duties as assigned at the discretion of your manager

Requirements

• Minimum 8 years of project or account management experience
• 5 years of experience working with external customers in a professional services environment
• Minimum 3 years of SaaS Product implementations experience
• Familiarity with agile web development processes, technologies, and tools
• SDLC and CI/CD knowledge
• Experience managing a wide-range of clients; from small and medium business to enterprise
• Experience understanding statements of work, change requests and proposals
• Demonstrated skills at leading teams of experts in a matrix environment
• Excellent communication skills (written, verbal, phone and electronic)
• Strong organizational and time-management skills with the ability to handle multiple tasks at once, while still paying attention to detail
• Demonstrable ability to lead engagements successfully from request to execution, collaborating with multiple organizations and team members
• Ability to dynamically craft messaging to multiple audiences based on situational awareness
• A strong work ethic and self-starter attitude, with the ability to thrive in a fast-paced environment
• Ability to travel throughout the US and internationally
• Bachelor’s degree from an accredited university in related field (Business, IT) or its equivalent
• Certified Professional in Accessibility Core Competencies (CPACC) is preferred
• Project Management Professional (PMP) is preferred

About Deque

Deque (pronounced dee-cue) is a web accessibility software and services company, and our mission is Digital Equality.  We believe everyone, regardless of their ability, should have equal access to the information, services, applications, and everything else on the web.
We work with enterprise-level businesses and organizations to ensure that their sites and mobile apps are accessible. With over 475,000 extensions installed and over 5,000 audit projects completed, Deque is the industry standard. Join our growing family as we work to make the web a better place for everyone.

Job Location

• Remote

How to Apply

• Apply by submitting your resume and a cover letter. Applications without a cover letter will not be considered. 

In your cover letter

• Explain your interest in joining Deque and how you align with our Core Values
• Depict key attributes that differentiate you as a candidate

Deque is committed to providing Equal Employment Opportunities. Reference and background checks will be required. The expected salary range is 90K - 120K but is subject to change based on the skills, abilities, and experience of each candidate. The values listed are not intended to guarantee a salary for candidates or current employees.

Thank you for your interest in joining our exciting company!

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