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Engagement Manager

🏢 Scottsdale, Arizona | Status: CLOSED

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Engagement Manager

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



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