My client is looking for an experienced Senior Engagement Manager with a technical background and solid understanding of enterprise software management.
As a Senior Engagement Manager, you 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. You should have a proven ability to operate within a matrixed team environment and be able to demonstrate excellent communication and presentation skills. You should have a proven ability to engage at senior stakeholder level both internally and externally whilst also being able to act as the voice of the customer, advocating for their needs.
Responsibilities include:
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Client Relationship Management
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Providing ongoing customer communication alongside regular updates and managing internal and external expectations.
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Working with the Account Manager and operational delivery teams to manage client relationships.
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Understanding clients changing business goals, challenges and needs.
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Leveraging your expertise and experience with complex enterprise software to identify potential risks and manage or mitigate them as appropriate.
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Identifying the differences between issues that require hard and soft escalations and manage appropriately to reach an effective conclusion.
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Value Delivery:
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Ensuring that clients effectively utilise the software and achieve maximum value, through effective collaboration with internal teams.
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Monitoring client satisfaction, proactively identifying and addressing issues to enhance the client experience.
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Driving initiatives that optimise use to meet client needs using your expertise and experience of value-based engagement models.
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Voice of the Customer:
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Acting as an advocate for the client, ensuring their feedback and needs are communicated effectively to product and development teams.
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Utilising your understanding of enterprise software management to help shape product improvements, contributing to the development of new features or enhancements.
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Customer Success and Retention:
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Ensuring clients are achieving their business objectives, contributing to high levels of client retention and satisfaction.
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Identifying opportunities for positioning additional products or services, working with Account Managers to expand the client relationship.
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Evolving Offerings:
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Providing insights and recommendations for evolving products and service offerings based on client feedback and market trends.
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Collaborating with product management and development teams to influence the roadmap ensuring that client needs are addressed in future releases.
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Supporting Sales:
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Assisting the sales team by providing client feedback and participating in sales presentations.
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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.
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Reporting and Analytics:
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Providing regular updates to clients and internal stakeholders on key performance metrics, status, and client feedback.
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Utilising data and analytics to drive continuous improvement in client engagement and success.
Minimum qualifications and experience:
- 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.