Services Engagement Manager

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

The Services Engagement Manager is responsible for driving Unit4 Customer Success business growth – a remit spanning all Unit4’s high-value offerings within Professional Services, Service Delivery, Education, Support and Customer Experience. The Services Engagement Manager will work directly with customers, Unit4 software GTM (Go-to-market) teams and PS delivery teams to identify, scope and close new Customer Success services opportunities within assigned accounts and/or territory/ product focus.  Scoped opportunities should realize customer value and meet Unit4 business requirements for profitability and quality.

In this position as Services Engagement Manager, you possess and apply a comprehensive knowledge of Unit4’s Customer Success services offerings that may be required in any combination to complete complex customer enterprise IT assignments. The position requires deep understanding of Unit4 products and solutions required to meet customer need. You carry services bookings targets, are able to work collaboratively and effectively with Unit4 software GTM teams and PS delivery teams to shape and close deals. You ensure handover to respective delivery teams is smooth acting as point for escalations as required during engagement.

You step in to lead on certain global initiatives as suited to your skillset and the demands and priorities of the Unit4 business.

• Works globally to lead services business development efforts within assigned accounts and/or territory/ product focus and acts as the single point of contact for services opportunities across any of Unit4’s products in supported accounts;
• Actively maintains and develops close collaborative relationships with Unit4 business unit sales groups;
• Creates high quality presentations and Statement of Work (SOW) proposals for all assigned accounts or territories including input to RFP, RFR and ITTs;
• Provides best practice and content leadership during the opportunity lifecycle;
• Enables profitable and successful project completion by scoping engagements to ensure resource requirements and timescales are achievable;
• Alignment to Unit4 sales methodology, forecasting systems and tools, able to lead business case and business value analysis (BVA) initiatives as required during sales cycle;
• Actively involved in the provision and consolidation of forecast data as required
• Builds pipeline of associated business of at least 3x quota, regularly undertaking reconciliation planning and pipeline generation activities to achieve target quota driving both license attached and unattached business;
• Able to upsell service attached opportunities and revenue through sales cycle as appropriate;
• Able to identify and drive ‘software unattached’ service opportunities and revenue through pipeline generation actions;
• Accurately reports status on all opportunities using relevant Unit4 systems and reviews with services leadership on sales forecast reviews;
• Collaborates closely with the Unit4 software GTM team, aligning on priorities and close plans driving services attach upsell wherever possible;
• Collaborates closely with assigned PS SMEs including Architects, Consultants and Practice teams to align delivery approach and scope to sales development plans;
• Ensures smooth handover during deal closure to project, service delivery and customer success teams;
• Scopes and closes customer change orders as required during project delivery;
• Builds and shares experience-based knowledge and resources directly with peers and across Unit4;
• Takes the lead on strategic initiatives where required, with the potential to lead global sub-teams where required;
• Adheres to all company policies and any required training available;
• Continually identifies customer knowledge gaps and opportunities for Unit4 product or service expansion and enhancement.

Qualifications

Typically, 5+ years’ experience in solution definition, scoping and delivery of complex professional services as part of an enterprise software business. 3+ years of quota performing sales. Evidence required of scoping and closing Enterprise Professional Services opportunities and consistent achievement of quota targets.

• Advanced understanding of end to end sales processes and methodologies;
• Fluent in English;
• Highly numerate; able to construct and present business proposals required for large IT investment decisions;
• Advanced communications skills both oral and written, able to build customer presentations, business cases and complex SOWs;
• Able to influence at ‘C’ level and build customer champions at all levels;
• Demonstrates ability to apply sound judgment to any business situation and achieve desired outcomes;
• Able to form and lead cross functional teams;
• Proven negotiation and sales skills;
• Ability to accurately forecast future business;

Nice to have

• Bachelor's degree or global equivalent in computer science or business-related field.
• Understanding of current Unit4 product and service catalogues;
• Experience driving growth and expansion of the full suite of Customer Success offerings within a cloud-based organisation.

Join Unit4 and you’ll be part of one of the most exciting journeys in the ERP cloud software space today. 

• A culture built on trust. That’s why we offer our people an uncapped time off policy and remote working opportunities. We focus on results, not how many days you work or where that work takes place
• On-going learning & development opportunities and a chance to participate in our annual festival of learning 
• Work, learn & be inspired by some of the best talent in the software space
• Talent program for high performers. Each year we provide a platform for high potential talent to accelerate their careers!
• Committed to corporate social responsibility with our Act4Good initiative, our global movement to do good, and a way for everyone at Unit4 to come together and engage in actions that benefit society
• Diversity4U. Helping our people thrive starts with a safe and inclusive work environment. We launched our Diversity4U program that builds on our “be genuine” value

https://www.unit4.com/news/unit4-named-2021-saas-awards-winner-best-saas-erp