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Senior Engagement Manager IT

2 months ago

London, Greater London, 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 a solid understanding of enterprise software management to join our team.

This role will play a key part in promoting the business, educating customers, and supporting sales. The ideal candidate will have a strong understanding of project portfolio management principles, methodologies, and tools. They should have a proven ability to operate within a matrixed team environment and demonstrate excellent communication and presentation skills.

The Senior Engagement Manager will be responsible for:

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

The ideal candidate will have:

  • A 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.
  • A proven track record of driving customer success and maximizing 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.

Pursuit Resources Group offers a competitive benefits package, including 25 days standard holiday with increases on years of service, auto-enrolment to pension, life insurance, death in service insurance, private medical insurance, fully remote working, and 2 weeks work from anywhere policy.