Customer Engagement Manager

Customer Engagement Manager
Our client, a leading enterprise software company, are currently seeking a customer engagement manager to join the team.
Purpose of Role:

• Reporting to the Head of Engagement, this role is pivotal in providing a real value-added service to the existing customer base ensuring they get the best out of their investment in the companies' solutions.
• As a natural relationship builder, you'll understand customer's business objectives and challenges, ensuring you are across any issues they may have during the onboarding and implementation stage and on-going through the term of the contract.
• As a customer advocate, you will work cross-functionally with internal teams to manage issues, acting as a broker between internal and external parties and taking responsibility to bring matters to a successful conclusion.

Key Responsibilities:

• Own engagement relationship with assigned customers being the primary point of contact.
• Be a customer advocate throughout the project delivery and be an interface between the customer and the delivery teams, helping to manage expectations while maintaining high levels of satisfaction.
• Develop Success Plans to document and regularly report on critical goals and key performance indicators, working closely with the customer in achieving these.
• Maintain a close awareness of your customer's landscape, challenges and bottlenecks, identifying potential issues within the accounts and working with the wider business to take timely and effective action to resolve them.
• Build existing relationships and establish relationships with new contacts within your assigned customer to further drive adoption and new business opportunities.

Skills and Knowledge:

• Experience of and an interest in digital transformation preferably within a local government setting.
• Awareness, knowledge and/or experience of low-code software implementation.
• Customer-facing success, account and/or project management experience with a focus on implementing SaaS solutions.
• Experience in managing complex business and software processes from multiple customers prioritising and problem-solving, escalating to cross-functional teams when appropriate.
• Ability to translate data into meaningful and actionable insights.

Special conditions:

• Full driving licence and use of car.
• The role includes travel within the UK and occasionally may involve trips to Europe and internationally.
• The role is business and customer driven and may require additional hours to be worked.