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Customer Engagement Manager

2 months ago

Bedford, United Kingdom MarkJames Search Full time

Customer Engagement Manager
Our client, a leading enterprise software company, are currently seeking a customer engagement manager to join the team.
Purpose of Role:

  • Reporting to the Head of Engagement, this role is pivotal in providing a real value-added service to the existing customer base ensuring they get the best out of their investment in the companies' solutions.
  • As a natural relationship builder, you'll understand customer's business objectives and challenges, ensuring you are across any issues they may have during the onboarding and implementation stage and on-going through the term of the contract.
  • As a customer advocate, you will work cross-functionally with internal teams to manage issues, acting as a broker between internal and external parties and taking responsibility to bring matters to a successful conclusion.

Key Responsibilities:

  • Own engagement relationship with assigned customers being the primary point of contact.
  • Be a customer advocate throughout the project delivery and be an interface between the customer and the delivery teams, helping to manage expectations while maintaining high levels of satisfaction.
  • Develop Success Plans to document and regularly report on critical goals and key performance indicators, working closely with the customer in achieving these.
  • Maintain a close awareness of your customer's landscape, challenges and bottlenecks, identifying potential issues within the accounts and working with the wider business to take timely and effective action to resolve them.
  • Build existing relationships and establish relationships with new contacts within your assigned customer to further drive adoption and new business opportunities.

Skills and Knowledge:

  • Experience of and an interest in digital transformation preferably within a local government setting.
  • Awareness, knowledge and/or experience of low-code software implementation.
  • Customer-facing success, account and/or project management experience with a focus on implementing SaaS solutions.
  • Experience in managing complex business and software processes from multiple customers prioritising and problem-solving, escalating to cross-functional teams when appropriate.
  • Ability to translate data into meaningful and actionable insights.

Special conditions:

  • Full driving licence and use of car.
  • The role includes travel within the UK and occasionally may involve trips to Europe and internationally.
  • The role is business and customer driven and may require additional hours to be worked.