Senior Engagement Manager, Professional Services
Ireland (Remote)
Founded in 2018 with co‑headquarters in Dublin and Boston, Tines powers some of the world’s most important workflows. The intelligent workflow platform applies AI, automation and integration with human ingenuity to drive real business results.
Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom and McKesson. As a vendor‑agnostic integrator of any API‑enabled service, it enables customers to achieve their highest‑priority goals faster while remaining secure and private by design. The platform is popular with security, IT, engineering, finance and other security‑focused teams.
At Tines we are driven by our values of Simplicity, Speed and Soundness. We are committed to delivering exceptional customer experiences while fostering a culture that nurtures curiosity, growth and integrity.
This is a remote position but you must be based in Ireland
Responsibilities
Co‑Selling Services
Position Tines’ Onboarding and Professional Services: value proposition, catalog of packaged onboarding and custom service offerings, and typical process/methodologies.
Recommend standard or custom services options based on prospect needs, complexity and specific requirements.
Describe the technical solution proposal with the account team and prospect/customer.
Outline commercial terms with customers/prospects – price, period of performance, payment/invoice structure, delivery, etc.
Handle standard objections and articulate the value of services.
Coordinate quoting and closing process in partnership with the Account Executive.
Communicate with stakeholders about availability of new service offerings and successful outcomes achieved on projects, leveraging customer examples and Tines’ Services case studies as appropriate.
Partner with Account Executives, Solutions Engineers, Project Managers, PS Engineers and Customer Success Managers to ensure Global Services offerings are included as part of the deal cycle or customer journey where relevant.
Requirements Gathering & Understanding
Perform discovery with the account team or customer to understand current and future desired state, business challenges, objectives, timelines, constraints and outcomes; map Tines implementation offerings appropriately.
Document inputs and outputs and all requirements, with caveats for scope definition (in‑scope, out‑of‑scope items).
Analyze customer requirements and translate them into well‑defined project scope and deliverables.
Project Planning
Build detailed, custom‑scoped services proposals: create detailed SOWs / proposals that outline project scope, timelines, resources and pricing. Provide clear recommendations on the services needed for successful implementations, including hours needed based on the number of teams and complexity of use cases.
Manage scope and expectations: clearly define project boundaries, manage scope creep, and ensure alignment between customer expectations and deliverables.
Identify product gaps that require coordination with Product, Engineering and/or Support to get to deal close.
Assist with RFPs/RFIs to provide timely and predictable responses to incoming questions/requests from customers or account executives.
Coordinate with the Director, Professional Services regarding staffing and resourcing.
Work with the account and delivery team to proactively identify and mitigate delivery‑related risks.
Deliver enablement to GTM teams on how to best work with and sell professional services.
Consult with Sales Enablement on how to better incorporate selling professional services in the sales enablement collateral and ongoing enablement plans.
Work with the Partner teams to develop relevant partner‑delivered services strategies and to bring partners into deal cycles where appropriate.
Contribute to continuous improvement: identify opportunities to improve discovery and scoping processes, templates and tools. Incorporate feedback from the PS delivery team (Professional Services Engineers & Project Managers).
Design and standardise scoping methodology.
Help define future services and support offerings.
Provide thought leadership to Product Management/Engineering around features or product enhancements necessary to support unique or complex implementation use cases.
Qualifications
7+ years of experience: Proven track record in a combination of pre‑sales, consulting, customer success, project management or implementation roles within a professional services environment.
Knowledge of professional services selling processes and implementation/onboarding methodology.
Exceptional communication and interpersonal skills: Ability to effectively communicate with technical and non‑technical audiences, build rapport and foster strong relationships.
Strong analytical and problem‑solving skills: Ability to analyze complex information, identify key issues and develop creative solutions.
Excellent presentation and facilitation skills: Confidence to lead workshops, present proposals and communicate complex information clearly and concisely.
Deep understanding of project management methodologies: Familiarity with Agile, Waterfall and other project delivery frameworks.
Curious: Unafraid to ask questions, dig in and be resourceful.
Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.
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