Engagement (Pursuit) Manager, Professional Services

About the role

The Professional Services organisation at Miro is focused on ensuring our Enterprise customers achieve exceptional outcomes through the Innovation Workspace. Our team of strategic advisors, implementation experts, and technical account managers work side-by-side with customers to transform how they collaborate, build, and innovate-powered by agentic AI and Miro's world-class platform. As an Engagement Manager, you will support the Go To Market organisation in developing, positioning, and scaling the solutions that help customers accelerate their business outcomes with Miro. You will be the subject matter expert for positioning Professional Services with customers, driving a healthy services pipeline, bookings, and a global portfolio of service offerings that best reflect customer needs. Day-to-day responsibilities include alignment with sales leadership on priority accounts, leading customer discovery and proposal development, orchestrating customer pilots, supporting post-sale handoff and mobilisation of delivery teams, and optimising our global portfolio of both one-time and recurring Service Offerings. In essence, the Engagement Manager bridges the Sales promise to the Delivery execution.

Responsibilities

• Business Development
• Act as an advisor for positioning Professional Services with customers, ensuring that Sales and Customer Success understand our offerings and can articulate the value of services
• Own pre-sales activities such as customer discovery, solutioning, and proposal development for Professional Services, working cross-functionally to gain alignment
• Lead customer discovery workshops and pilots to articulate the business value of Miro, and develop the estimated delivery scope and effort required to realize that value
• Be accountable for the team's attainment of key metrics and outcomes, including: service bookings, retention, expansion, customer outcomes, and customer satisfaction
• Retain and nurture client relationships post-engagement to ensure ongoing opportunities are realised and acted upon appropriately
• Solution Orchestration:
• Navigate and engage within our partner ecosystem, where partners may simultaneously work with you around a common set of accounts
• Incubate repeatable, AI-native customer solutions aligned with the Miro platform, and remain current on related features
• Contribute to the development of professional services offerings and delivery methodologies
• Delivery Oversight:
• Provide Consultants with subject matter expertise related to the proposed solution and client needs to ensure successful project delivery
• Where appropriate and required, provide direct oversight to project teams during the full lifecycle of the engagement
• Manage multiple strategic clients simultaneously
• Proactively identify and mitigate risks to customer success, be it through the addition of new features and services, strategy & planning, or escalation

Requirements

• 5+ years of consulting/service delivery experience at a SaaS (or related) company, driving transformation, innovation, and change initiatives with Fortune 500 clients
• 2+ years of experience operating in a pre-sales environment , shaping and scoping large and complex services engagements
• Highly proactive , strategic thinker with a strong customer outcome orientation
• Strong written and verbal communication skills, executive-level presence and experience working in a client advisory role
• Experience leveraging AI , prompt engineering and agentic workflows to support & enable customer solutions; familiarity with MCP and low/no code tooling a plus
• Strong background in change management, with the ability to navigate and lead organisational transformations
• Demonstrated ability to lead and manage projects with cross-functional partners and customers, yielding influence without direct authority
• Familiarity with collaboration tooling and product/service development workflows is a plus
• Willing to travel to customer sites up to 25%

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