Senior Engagement Manager IT

1 month ago

Birmingham, Birmingham, United Kingdom Pursuit Resources Group Full time
Senior Engagement Manager IT

Pursuit Resources Group is seeking an experienced Senior Engagement Manager with a technical background and solid understanding of enterprise software management to join our team.

About the Role

As a Senior Engagement Manager, you will play a key part in promoting the business, educating customers, and supporting sales. You will work closely with the Account Manager and operational delivery teams to manage client relationships, understand clients' changing business goals, challenges, and needs, and leverage your expertise and experience with complex enterprise software to identify potential risks and manage or mitigate them as appropriate.

Key Responsibilities
  • Client Relationship Management
    • Provide ongoing customer communication, regular updates, and manage internal and external expectations.
    • Work with the Account Manager and operational delivery teams to manage client relationships.
    • Understand clients' changing business goals, challenges, and needs.
    • Leverage your expertise and experience with complex enterprise software to identify potential risks and manage or mitigate them as appropriate.
    • Identify the differences between issues that require hard and soft escalations and manage appropriately to reach an effective conclusion.
  • Value Delivery
    • Ensure that clients effectively utilise the software and achieve maximum value through effective collaboration with internal teams.
    • Monitor client satisfaction, proactively identify and address issues to enhance the client experience.
    • Drive initiatives that optimise use to meet client needs using your expertise and experience of value-based engagement models.
  • Voice of the Customer
    • Act as an advocate for the client, ensuring their feedback and needs are communicated effectively to product and development teams.
    • Utilise your understanding of enterprise software management to help shape product improvements, contributing to the development of new features or enhancements.
  • Customer Success and Retention
    • Ensure clients are achieving their business objectives, contributing to high levels of client retention and satisfaction.
    • Identify opportunities for positioning additional products or services, working with Account Managers to expand the client relationship.
  • Evolving Offerings
    • Provide insights and recommendations for evolving products and service offerings based on client feedback and market trends.
    • Collaborate with product management and development teams to influence the roadmap ensuring that client needs are addressed in future releases.
  • Supporting Sales
    • Assist the sales team by providing client feedback and participating in sales presentations.
    • Proactively identify 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
    • Provide regular updates to clients and internal stakeholders on key performance metrics, status, and client feedback.
    • Utilise data and analytics to drive continuous improvement in client engagement and success.
Requirements
  • 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 maximising 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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