Company is seeking an experienced, globally minded Engagement Leader who will be tasked with owning the entire customer lifecycle and ongoing client engagement experience for our top tier list of clients. As the organization grows, scales and processes become more defined – we’re looking for this person to guide their team on elements related to customer satisfaction, level of adoption, renewal/upsell, revenue retention, eventually leading to minimized engineering and solution architecture involvement
Our ideal candidate is familiar with large-scale enterprise SaaS implementation and has a deep understanding of the client environment which will enable them to exercise judgement and make key decisions relating to customer requests, identifying opportunities and supporting the sales and account management of upsells and renewals.
What will you do
- Own the customer lifecycle and ongoing client engagement as measured by customer satisfaction, level of adoption, renewal/upsell, revenue retention, and ability to minimize product eng and SA involvement
- Responsible for Ongoing Steady State Management, Client Satisfaction, Client Value & Optimization
- Responsible for management of ongoing Quarterly Releases and product enhancement releases; including Ongoing Customer Training, Product Adoption and Education
- Exercise judgement and key decisions as it relates to customer requests, identifying opportunities; and support Sales and Account Management on upsells and renewals
- Maintain a deep knowledge of the customer’s business requirements and environment including configuration and basic technical inputs/outputs
- Proactively track customer revenue, customer success and communicate value while ensuring the customer environment is operating and monitored properly
- Support the Professional Services group with ongoing changes – ranging from upgrades and config requests to small and medium sized projects – that support Customer value properly consider the customer’s broader ecosystem.
- Lead and manage senior level business stakeholder meetings including steering committees and business review meetings
What do you need
- 10 + years of demonstrated professional work experience, including top-tier consultant, SaaS provider or equivalent role
- Experience driving a disciplined approach to solutions delivery and ability to identify process improvements during project execution
- Experience with the management and delivery of KPIs and performance metrics for both internal and external audiences
- Exceptional analytical skills and strong judgment regarding customer requests
- Strong interpersonal, collaboration, and problem-solving skills including the ability to effectively identify and resolve issues, work effectively with all levels of staff and clients and manage client relationships and priorities effectively
- Strong written and oral communication skills, including the development of process and project documentation Experience in writing and editing Statement of Works and change orders
- Background working in global markets required
- Experience with large scale Enterprise SaaS implementations
- Experience with supply chain, finance and/or rights products is a plus
- M&E Industry experience is a plus
- Ability to work efficiently in a fast paced, hyper-growth environment