Senior Enterprise Engagement Professional

2 weeks ago

London, Greater London, United Kingdom iManage Full time
About the Role

iManage is seeking a seasoned Senior Enterprise Engagement Manager to join our team. In this role, you will work closely with our enterprise customer base to ensure they are getting maximum value from their subscription.

Job Summary

This is an excellent opportunity for someone who wants to make a real impact in the SaaS industry. As a Senior Enterprise Engagement Manager, you will be responsible for creating and improving customer interactions, achieving outcomes for all products and services, and ensuring the highest possible loyalty and satisfaction.

You will work collaboratively with field-facing teams, such as Account Executives, Channels, Product, and key executive customer stakeholders, providing advisory and guidance on achieving customer desired outcomes while coordinating iManage activities and serving as an advocate for the customer.

Key Responsibilities
  • Provide day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes, and product questions, while owning customer retention and striving for customer advocacy.
  • Create and enforce plans that help meet the needs of customers, working diligently to resolve customer blockers.
  • Understand and consistently validate customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
  • Design, develop, and optimize customer adoption, loyalty, communication, and engagement strategies that increase retention and reduce churn.
  • Establish a communication cadence with the strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal.
  • Serve as the trusted central point of contact for customers and bring in experts as needed to meet strategic customer needs.
  • Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
  • Conduct and lead Executive Business Calls and Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
  • Work with customers and Channel to implement success programs and provide success plays.
  • Act as an internal advocate between customers and business functions (e.g., Support, Product Management, Professional Services, Training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption.

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