Engagement Manager - Professional Services at SugarCRM
Hong Kong, CN
About SugarCRM, Inc.

Founded in 2004, SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable customer relationship management (CRM) solution in the market. Recognized by leading market analysts as a “visionary” company, Sugar is deployed by over 1.5 M individuals in 120 countries and 35 languages.

By placing the individual at the center of its solution, SugarCRM is putting the “i” in CRM and empowering people at all levels of an organization to better understand and engage with customers. Based in Silicon Valley, SugarCRM is backed by Goldman Sachs, Draper Fisher Jurvetson, NEA, and Walden International.

At SugarCRM, all we do is CRM. We focus on one thing: a CRM platform that creates customer experts. We are always looking for top talent. If you're looking for the excitement and feel of a start-up, but the stability and experience of a market leader, then you're going to love working at SugarCRM.


The Engagement Manager is a CRM subject matter expert, with the ability to lead discussions and draw functional requirements out of business subject matter experts. As a member of Sugar’s Professional Services organization, the Engagement Manager will be responsible for identifying and organizing customer needs into requirements.


Manage overall engagement with customers and manage partner involvement.
Collaboratively work with customers, project team members and partners in the execution of projects.
Lead CRM functional discussions and leverage your knowledge of CRM best practices.
Work with customer to prioritize project requirements.
Work with the project team to translate requirements into project deliverables
Actively work with customers, partners and the project team to resolve issues.
Communicate customer priorities to other departments at Sugar for action, inclusion in roadmap, etc.
Coordinate the work of Solution Architect, Project Manager and Business Analyst from Sugar that are assigned to a customer project.

Deliver extraordinary customer relationships
BA/BS degree, MS/MBA preferred
5+ years of experience in a software professional services organization or consulting firm (Accenture, Deloitte, E&Y, etc.) with Business Analysis responsibility
Attention to detail and key and deadlines
Excellent communicator (written and verbal) in English and Mandarin / Cantonese with ability to maintain open communication with all levels of the organization. Comfortable leading discussions
Must be goal-driven, a self-starter able to thrive in a fast paced environment
Must have the ability to cut through the ambiguity and identify the core issues
Strong understanding of enterprise software and enterprise software implementation/projects. CRM or ERP
Experience with Agile methodology
Experience implementing cloud/SaaS software solutions
Must develop a good understanding of SugarCRM product capabilities and best practices. Become Sugar certified
Experience facilitating requirements sessions with business users, IT and senior management
Strong experience with business process definition and design
Experience estimating work effort
Experience creating detailed project documents – project plan, functional design, use cases, test plans, etc.
Experience managing projects – timeline, resources and financials
Experience in end user training
History of successful project completion (on time, on budget) for projects where you have worked on the requirements
General office skills are required. Familiarity with project management and/or other tracking tools is required
Project management cert. (e.g. PMP) desired but not essential
Respect and expect accountability