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Customer Engagement Manager

2 months ago

Abingdon, United Kingdom CV-Library Full time

Are you commercially focused? A great communicator, able to lead projects and make things happen? Do you have a background in SaaS solutions and understand the importance of being the "voice of the customer"? Want to be a key part of a world leading company safeguarding the planet's most precious digital assets?

We are Preservica and we are changing the way organisations safeguard their digital information. Our SaaS Solutions are at the razor's edge of commercial software addressing the need for smart digital preservation technologies. As a world-leader in digital preservation, our award-winning software is used by leading businesses, archives, libraries, museums and government organizations across the globe.

The Role

Your core task here will be to develop and implement comprehensive customer engagement strategies to foster strong relationships between Preservica and our customers, to ensure excellent customer satisfaction, increase retention, and drive growth within the customer base. Central to this will be the need to garner support across the business to facilitate the two way flow of information through our Community Hub and other channels. A key project will be the establishment and maintenance of a technical library to enable customers to self serve and increase their understanding and use of Preservica's solutions.

Preservica is growing at pace and this is a great opportunity to be the cornerstone of our Customer Engagement programmes.

Responsibilities

Act as the "voice of the customer" to ensure customer feedback on all channels passes to Product, Engineering or Commercial as needed and feedback is provided.
Compile and analyse Customer Data, providing insights to the business on trends, opportunities, and risks.
Ensure there is a regular heartbeat of communication with our customers, working with Marketing to ensure consistent messaging.
Lead on the creation of a technical library of good quality information to enable customers to self-serve at any level.
Work with other teams to deliver these objectives by ensuring they complete their tasks.

Essential Skills

Skills, Experience & Qualifications

5+ years within Customer Success, Customer Engagement or Product Marketing
Experience delivering content across multiple formats and platforms in a B2B Software environment
Community management experience
Highly organised, Project/Programme Management experience is a plus
Excellent writing & editing skills, strong execution focus, and a track record of delivering across different content formats.
Commercially minded with an aptitude for data analysis, finding trends, risks, and opportunities within our customer interactions and reporting them to the business.

Desirable Skills

About Company

Location

Our offices are in Abingdon but this role will operate as hybrid from home with regular office days. You should be based within reasonable commuting distance of Abingdon.

What We Offer

Our people are important to us. As well as a competitive salary and benefits package, we also offer great future prospects in a fast-growing market sector. From developing your leadership skills to improving your technical abilities, we can offer tailored career development based on your aspirations. This is supported by our focus on personal development and training - all our staff have an annual training allowance, which can be used to learn new technologies, develop soft skills or earn recognised professional qualifications