Senior Engagement Manager
Job Summary
Job Description
The Senior Engagement Manager role in Australia focuses on managing key aspects of customer relationships for Elastic Engineering. Responsibilities include aligning business objectives with service delivery, acting as the primary customer contact, overseeing operations, developing onboarding schedules, providing service utilization guidance, escalating issues, and generating reports. The ideal candidate possesses strong customer-facing skills, project management expertise (PMI or Agile), cloud technology knowledge, and the ability to handle multiple priorities. Data analysis, reporting (PowerPoint, Excel), and translating technical information for non-technical teams are essential. A minimum of 7 years of relevant customer support experience and 3 years in a tech project management role are required.
Must have:
- 7+ years customer support experience
- 3+ years tech project management (PMI/Agile)
- Cloud technology knowledge
- Excellent communication skills
- Data analysis & reporting
- Problem-solving & technical translation
2 skills required
Job Details
We're looking for a Senior Engagement Manager, located in Australia who will be responsible for managing aspects of our relationship with its Elastic Engineering customers. You must possess customer-facing skills that enable you to represent us well within a customer’s environment, and drive discussions with senior personnel regarding work prioritization, incidents, trade-offs, best practices, and risk management. The right candidate measures important performance indicators and is data-driven.
If you get a thrill out of working with cutting-edge technology and love to help solve customers’ problems, we’d love to hear from you. It’s time to rethink what is possible. Are you ready?
What you'll be doing
- Managing customers, aligning business objectives with coordinated service deliveries, and ensuring that our customers maximize the value they are seeing from their investment.
- Acting as the primary point of contact for one or more customers helping to plan as well as oversee ongoing operations of our service delivery.
- Working with the customer, by utilizing your project management skills, to put together on-boarding schedules and tasks.
- Providing guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.
- Travel to the customer site at least two days a week in Sydney
Qualifications & Experience
- At least 7 years of relevant direct customer support experience
- At least 3 years of experience in a tech industry role performing project management using PMI best practices and/or Agile Scrum methodologies
- Knowledge of cloud technologies
- Ability to handle multiple competing priorities in a fast-paced environment
- Some experience in writing operating procedures
- Experience in setting and managing client expectations
- Strong verbal and written communication skills
- Solid experience in filtering and providing data and reports to customers, utilizing PowerPoint and Excel
- Ability to understand technical problems and translate between non-technical and technical teams
- Demonstrated customer focus and advocacy
- Bachelor's degree preferred
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