Job Description:
The Engagement Manager be responsible for customer satisfaction, value realization of our MDR services and customer retention. We are looking for a dynamic individual that has a proven track record in customer success. In this role, you will advocate for the customer internally and focus on a positive customer experience.
Expectations:
- Conduct weekly / monthly business reviews with assigned customer base to review metrics, investigations, and demonstrate ROI
- Work proactively with customers to ensure satisfaction and retention of new and current customers
- Establish measurable and achievable critical success factors for all projects /engagements
- Proactively monitor, measure, and manage the execution of deliverables and project / engagement performance from initiation though implementation
- Regularly report project/engagement status to project team, customer and leadership
- Develop objectives and accountability that drive an improved customer experience
- Secure strong, reference-able relationships within assigned customer base
- Work with internal teams and external partners to resolve critical customer issues
Desired Background / Skillset:
- BA/BS in Computer Science or related field or equivalent work experience
- 3 – 5 years’ work experience in customer success
- Knowledge of customer service practices
- Experience with CRM software such as Salesforce
- Knowledge of technologies such as IT networking, IT security and cloud
- Proficient in MS Office, specifically Excel and PowerPoint
- Technical aptitude to learn software programs
- Critical thinking skills
Desired Education Level:
Bachelor's Degree
