Senior Enterprise Manager

Helpshift – Senior Enterprise Manager

Keywords Studios continues to build world leading capabilities in services that video game and similar interactive content creators need. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

People that work at Keywords are passionate, talented, committed, and resourceful. Human talent is our most valuable resource and as a business, we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 70+ studios around the world or working together virtually.

Keywords now have an exciting opportunity for a Senior Enterprise Manager join our Global Organization supporting our key customers focused on retention and growth.

This exciting role will give the successful individual the opportunity to influence and lead a critical element of our growing business, taking us to the next level of our strategic growth plans.

Requirements

Key Responsibilities and Activities

• Take complete ownership and serve as the primary point of contact for delivering enterprise feature requests from our top customers.
• Collaborate with customer success, solutions, engineering, and product teams to triage, plan, and execute enterprise roadmap items.

• Report status, risks, and mitigation plans.
• Take a strategic view of our key customers to understand their objectives and build enterprise strategies around that.
• Build long-term relationships with key stakeholders and key decision-makers at the Client organisation, working closely with internal client-facing teams.
• Manage expectations on enterprise feature priority, delivery timelines and roll out plan in conjunction with the client

• Support AM and CSM with inputs to help them articulate the value which our Product and Custom efforts bring to the customer
• Be responsible for ensuring that the backlog of the Enterprise and Custom Solutions teams working with our key strategic clients are prioritized and aligned with client expectations.
• Ensure peer and stakeholder communication and support
• Identify opportunities and risks, clearly articulate these to Helpshift and PE Leadership, and work with Helpshift Custom solutions and Product/Engineering teams to propose solutions to capitalize/mitigate

• Work with the customer on a clear, consistent enterprise roadmap, updated on a quarterly basis
• Be the subject matter expert on all the technology improvements we are bringing to the customer, including Roadmap items
• Be the client’s technology advocate at Helpshift, articulating their fundamental priorities and ensuring that these are clearly understood by all relevant peers and stakeholders
• Work with CSM and AM to ensure that other Helpshift teams interacting with the client are briefed, and where applicable coached to ensure clear articulation of the value we bring
• Provide regular reports to PE and Helpshift Leadership

Core Competencies

• Strong experience in successfully delivering client-centric solutions;
• Track record in managing multiple projects
• Good high level understanding of technology, sprint planning and estimations.
• Strong understanding of Product design, development, execution and GTM
• Networking and Relationship Building with the ability to successfully deal with large multinational clients
• Creative and innovative thinking
• Development and ongoing learning
• Research and analysis
• Strong negotiating skills
• Energy and stress management
• Strong interpersonal and presentation skills, along with the ability to communicate effectively with others at all levels of the organization
• Accountability and dependability with the ability to work independently and as part of a team
• Strong collaborative spirit

REQUIREMENTS:

• Degree or Masters in business, sales, marketing or other related field.
• 3 or more years’ experience SAAS Product Management, Product Delivery or related fields
• Proven experience in successfully managing Player Support Service Line Clients
• Strong understanding of the components of successful client relationships
• Strong understanding of SAAS Product Features, including AI and Data
• Strong understanding of market trends, competitor activities, industry dynamics and customer direction
• High attention to detail and ability to deliver under pressure and to deadlines
• Excellence in listening, negotiation, and presentation skills
• Superb written and verbal communication skills
• Willingness to travel as required
• Strong client relationship process skills—establishing clear expectations, setting objectives, and bringing multiple parties together to drive key initiatives for the account
• Able to collaborate across cultures and exercise influence at senior levels to build alignment around a common vision
• Experience identifying, solving, and articulating complex business and goals for customers
• Great collaboration and communication skills, seeking help from teammates to accomplish goals
• Relentless and persistent advocate for customers that “gets stuff done” and fast to respond

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability statusPrivacy Notice

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