Senior Engagement Manager

One North is a digital experience agency that combines curiosity, scale, and agility to shape the future. As part of TEKsystems, a leading provider of business and technology services, we offer boutique solutions to solve complex problems. Our multidisciplinary teams of strategists, designers, and technologists excel in research and discovery, experience strategy, design, experience management, and technology implementation. Whether clients are establishing a vision for an experience or optimizing an existing one, we help businesses understand their audiences, design experiences, maximize technology, and bring their digital ideas to life. The world’s most successful companies rely on us to forge the future through electrifying work that sparks innovation and drives results.

Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires:

Position Overview

One North is seeking a Senior Engagement Manager to execute digital and creative engagements, serve as a people manager over junior delivery team members, and assist in establishing delivery best practices and processes. Partnering with client stakeholders and internal practice leads, the Senior Engagement Manager will oversee the smooth movement of work while building strong and lasting client relationships.

The ideal candidate will be client-facing, have exceptional project management skills, and a deep understanding of the digital marketing space and creative production processes. A detailed multitasker and lateral thinker, you thrive in a high-volume, multi-disciplinary environment. You enjoy problem-solving, identifying opportunities to improve efficiency and add value, and are at home managing your team to produce their best work. The ability to effectively communicate both up and downstream is a must, along with a results-oriented and positive attitude.

This role will ideally be based in the Chicago area, but we are open to remote locations across the U.S. and Canada.

Responsibilities

The responsibilities below are not exhaustive and may require adjustment based on internal and client requirements.

Delivery:

• Ensure understanding of project statement of work, deliverables, and any technical requirements as defined by customer

• Collaborate with team members to manage risk, project scope, and deliver according to the terms and conditions of our contracts

• Hold regular team meetings, ensuring deliverables are on-track and escalating risks as they arise

• Ongoing management of project burn and associated budget

• Resource management, including candidate selection, screening, hiring, onboarding, capacity planning, and performance management, as required

• Regularly review program and project workflows to identify optimization opportunities and improve team performance

• Help develop methodologies to gather qualitative and quantitative data about the team and the work

• Serve across delivery functions on engagements as needed, including but not limited to, the following:

o Initial project setup and interim change activities

o Processing team member on-/off-boarding forms (FTE and Consultant)

o Financial management setup and support (budget creation, system updates, financial reviews, and invoice verification)

o Ongoing status and business reviews

o Partner with internal teams to troubleshoot and resolve project administrative issue

Account Management:

• Main point of contact for both internal and client contacts

• Create and lead regular business reviews together with the operations, sales, and practice teams, to summarize progress and align on future objectives with internal and client stakeholders

• Ability to highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation

• Participate in the development and execution of an account growth strategy in collaboration with internal stakeholders

• Maintain a big picture awareness of other One North and TEKsystems offerings and potential best practices that may be applicable to active engagements

• Conduct informal and formal customer satisfaction surveys

Management Responsibilities:

• Manage and mentor a team of resources including full-time and contract with various digital and/or creative skillsets and seniority levels

• Gather feedback from customer stakeholders on consultant performance and engagement service model, and course correct accordingly

• Ensure delivery best practices are being followed and implement strategies to track engagement performance across the team

• Assists operations, practice, and delivery team to roll out initiatives, gather feedback, and create documentation and training materials, as needed

• Work with operations and delivery teams to improve and implement changes to project delivery processes

• Lead by example, participating in culture development and striving to maintain positive team morale

• Assess existing and new engagements to help delivery leaders plan appropriate staffing

• Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impacts on service delivery

Skills and Qualifications

• 8 or more years of experience as a digital project or account manager working in a hands-on, fast-paced production environment (or equivalent)

• Agency experience preferred

• Previous people management and team development experience

• Strong business acumen with the ability to develop a business case, gather requirements, and translate them into a customer solution when required

• Experience analyzing and estimating project scope, managing budgets and project burn

• Familiar with general digital marketing concepts and skillsets with the ability to ask targeted questions and provide strategic recommendations

• Demonstrated experience communicating and presenting at senior executive/director levels

• Excellent written and spoken skills (English language), experienced in presenting to clients and senior leadership

• The ability to manage expectations and build positive relationships

• Detail-oriented, process and deadline-driven with an ability to manage multiple projects