My client is looking for an experienced Senior Engagement Manager with a technical background and solid understanding of enterprise software management.
As a Senior Engagement Manager, you will play a key part in promoting the business, educating customers, and supporting sales.
The ideal candidate will have a strong understanding of project portfolio management principles, methodologies, and tools. You should have a proven ability to operate within a matrixed team environment and demonstrate excellent communication and presentation skills. You should also have a proven ability to engage at senior stakeholder levels both internally and externally, while being able to act as the voice of the customer, advocating for their needs.
Responsibilities include:
- Client Relationship Management:
- Providing ongoing customer communication alongside regular updates and managing internal and external expectations.
- Working with the Account Manager and operational delivery teams to manage client relationships.
- Understanding clients' changing business goals, challenges, and needs.
- Leveraging your expertise and experience with complex enterprise software to identify potential risks and manage or mitigate them as appropriate.
- Identifying the differences between issues that require hard and soft escalations and managing appropriately to reach an effective conclusion.
- Value Delivery:
- Ensuring that clients effectively utilize the software and achieve maximum value through effective collaboration with internal teams.
- Monitoring client satisfaction, proactively identifying and addressing issues to enhance the client experience.
- Driving initiatives that optimize use to meet client needs using your expertise and experience of value-based engagement models.
- Voice of the Customer:
- Acting as an advocate for the client, ensuring their feedback and needs are communicated effectively to product and development teams.
- Utilizing your understanding of enterprise software management to help shape product improvements, contributing to the development of new features or enhancements.
- Customer Success and Retention:
- Ensuring clients are achieving their business objectives, contributing to high levels of client retention and satisfaction.
- Identifying opportunities for positioning additional products or services, working with Account Managers to expand the client relationship.
- Evolving Offerings:
- Providing insights and recommendations for evolving products and service offerings based on client feedback and market trends.
- Collaborating with product management and development teams to influence the roadmap ensuring that client needs are addressed in future releases.
- Supporting Sales:
- Assisting the sales team by providing client feedback and participating in sales presentations.
- Proactively identifying gaps or opportunities to work with marketing to contribute to the development of sales collateral, case studies, and marketing campaigns that highlight successful client outcomes and use cases.
- Reporting and Analytics:
- Providing regular updates to clients and internal stakeholders on key performance metrics, status, and client feedback.
- Utilizing data and analytics to drive continuous improvement in client engagement and success.
Minimum qualifications and experience:
- Bachelor’s degree – preferably in a software/IT related field.
- Demonstrable experience in client engagement management, particularly in managed services, service delivery, engagement management, or a related role within a B2B software environment.
- Proven track record of driving customer success and maximizing the value of software solutions.
- Experience managing multiple engagements simultaneously.
- Proven experience working with complex enterprise software providers, demonstrating an understanding of the complexities involved in enterprise software management.
- Experience working with clients in various industries.
Preferred qualifications:
- Success in a hyper-growth, start-up environment supporting sales processes and contributing to product evolution.
- Familiarity with PPM software and project management methodologies.
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