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Gong is seeking an experienced Engagement Manager to lead end-to-end delivery of customer activations within its Professional Services organization, focused on the Enterprise segment. In this role, you will own the complete implementation lifecycle—from kickoff and planning through discovery, configuration, testing, go-live, and handover. You will coordinate Consultants, Technical Architects, and cross-functional teams, applying rigorous project management discipline to keep engagements organized, on track, and focused on customer outcomes.
Key responsibilities include managing project scope, schedule, budget, resources, governance, and dependencies in line with Gong Professional Services methodology. You will identify, communicate, and mitigate risks and issues, maintain clear communication with customer stakeholders (including senior contacts and project sponsors), and lead change management activities to drive adoption. You will also ensure smooth transitions into Customer Success, Managed Services, and other post-go-live teams.
A core aspect of this role is leveraging AI and automation to improve project planning, delivery, documentation, reporting, and stakeholder communications. You will identify opportunities to standardize, automate, and scale repeatable Professional Services activities, apply learnings from customer engagements to improve delivery methods and team practices, and share effective AI use cases across the organization. You will use AI responsibly by validating outputs, protecting sensitive information, and applying appropriate human oversight.
Stakeholder management is central to success. You will build trust-based relationships with senior client stakeholders (e.g., CRO, Head of Revenue Operations), manage customer expectations, resolve conflicts proactively, and work cross-functionally with Sales, Customer Success, Product, Engineering, and Support teams. You will also identify opportunities for services expansion and mentor junior Engagement Managers, sharing implementation best practices to build team capability.
Gong Professional Services is at the forefront of AI-powered consulting and customer delivery, using Gong, AI, and automation to improve project delivery, customer outcomes, and operational scale. 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.
REQUIREMENTS:
- 6+ years of experience in project management, management consulting, or customer-facing Professional Services role
- Experience managing multiple complex, concurrent enterprise engagements with strong organizational, prioritization, and task management skills
- Experience managing project scope, budgets, resources, risks, dependencies, governance, and escalations
- Experience consulting for go-to-market teams (Sales, Customer Success, Sales Development, Revenue Operations, Enablement)
- Experience working with European Works Councils or employee representative bodies, adapting implementation, communications, training, and change management approaches
- 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 technology adoption initiatives
- Experience using AI tools to improve productivity, delivery quality, and customer outcomes
- Strong familiarity with SaaS applications and enterprise business processes
- Practical experience using LLM tools and agentic workflows (research, analysis, content creation, project management, documentation, decision-making, workflow automation)
- Working knowledge of CRM systems (Salesforce or Dynamics preferred)
- Strong collaborative instincts and ability to work effectively across internal and customer-facing teams, both in-person and virtually
- Excellent communication, presentation, and writing skills
- Bachelor's Degree, Master's, or equivalent practical experience
- Willingness to travel (expected less than 5%)
- PMP, PRINCE2, or other relevant project management certifications are a plus
