Engagement Manager

Job Description

In this role as an Engagement Manager, you'll be the linchpin that connects our customers with our SaaS platform, making sure they get off to a successful start and keep finding value in our services. You'll immerse yourself in our clients' worlds to tailor their onboarding and support their ongoing experience, facilitating a collaborative environment with our internal teams to meet customer needs effectively. With your finger on the pulse of customer satisfaction, your insights will be vital in refining our product and fostering enduring client relationships that stimulate the company's growth.

Key Responsibilities

• Ensure a personalized onboarding experience by thoroughly understanding each client's needs. Act as the primary point of contact for client inquiries, troubleshoot issues, and work with support teams to resolve them. Continuously monitor client satisfaction, identifying and addressing areas for improvement to foster strong client relationships.
• Coordinate cross-functional team activities to ensure deadlines are met, and maintain detailed project documentation. Manage any changes to project scope, schedule, or costs effectively. Facilitate regular meetings, disseminate minutes to team members, and track performance to report to stakeholders. Act as a liaison between clients and internal teams to align projects with customer requirements.
• Analyze customer feedback to measure the effectiveness of the service provided and assess the impact of support interventions. Evaluate and enhance onboarding processes for greater success. Employ analytics to anticipate customer needs and proactively address potential issues.
• Establish clear channels for ongoing communication with stakeholders, providing regular updates on project progress. Actively gather their input and feedback to steer project direction and promptly communicate any risks or issues. Negotiate and align expectations to ensure mutual understanding and satisfaction.
• Travel expectations: 50%

Skills and Experience

• Bachelor's degree in Business Administration, Management, or related field
• Master's degree in Business Management or related field preferred
• 3+ years in client services or account management
• 2+ years in SaaS platform onboarding
• 5+ years in a customer-facing role
• Expertise in SaaS platform configuration and customization
• Experience with customer relationship management (CRM) systems
• Knowledge of data analytics and reporting tools
• Familiarity with issue tracking and resolution software
• Competence in workflow automation tools
• Skill in facilitating virtual meetings using web conferencing platforms
• Understanding of user onboarding tools and best practices
• Aptitude for managing and interpreting customer feedback systems
• Proven track record of successful client onboarding and engagement
• History of maintaining high client satisfaction ratings
• Experience in leading cross-functional project teams to meet client objectives
• Previous accomplishments in streamlining onboarding processes for improved efficiency

Perks and Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Great benefits including unlimited PTO, parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
• Work on the latest and coolest technologies – everything is home-grown and built ground-up
• A dynamic work environment with a strong sense of community and collaboration
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development