Customer Engagement Manager

Job Description

DigitalRoute is looking for a Customer Engagement Manager who will be responsible for building and maintaining post sales relationships with DigitalRoute’s largest and most complex customers in the Americas. Candidate will serve as a trusted advisor, ensuring successful DigitalRoute deployment and adoption. You will be located in America and report to Head of Customer Engagement Management.

Responsibilities

The role of the Customer Engagement Manager is an ongoing cultivation of a relationship between the our company and our consumer that goes far beyond the transaction. It's an intentional, consistent approach that provides value at every customer interaction. Helping planning and execute work according to deadlines, within budgets and with utmost quality. This includes managing matrixed resources and business stakeholders and coordinating the efforts of team members and third party contractors or consultants in order to to ensure that projects will excel on delivery. Senior Customer Engagement Manager should be able to adapt various project methodologies and customer cultures to enable our customer realize the added value from our products and expertise throughout all project executions.

Focused on 3 primary areas:

• Product:
  • Ensuring customers are getting the best use out of the our products
  • Assisting with the implementation process
  • Work together with customer SMEs and facilitate solution design discussions.
  • Helping manage Product training according to customer needs
  • Foment periodic health checks
  • Help customers with technical questions.
  • Risk and Issues management: Identifies and tracks project issues, resolving issues where possible or escalating to higher management when needed. Assesses and manages risks and drives mitigation activities.

• Processes

  • Supporting the management of renewal process
  • Help with all communications for EOS, EOL

  • Manages the project management process, including leading project meetings. May document issues, action items, user requirements, or deliverables from project meetings. Supports the operational team by updating project schedules and plans, project communications, budget tracking, etc. Accomplishes all work within established methodologies and standards.

  • Actively engages clients through all phases of the project life cycle, ensuring client satisfaction through timely communication and consistent completion of deliverables within communicated timeframes.

  • Internal and External Cadence

  • Influences and gains commitment to change. Partners with clients and project team members to drive communications and change management activities for each project deliverable. May be responsible for participating in the development of communications and change management materials.

  • Help customers realize the value of the product (Customer Value Assess)

  • Sales

  • Identifying opportunities to grow business with the customers and engaging sales team with the process (Licenses and/or Services)

  • Promoting QBR’s

Qualifications/Key Requirements

• 6+ years of experience in a related function is required.
• Must be able to navigate through competing/shifting priorities, demands and timelines through analytical and problem solving capabilities
• Successfully managed customer engagements to completion and customer satisfaction
• Project, vendor, people, stakeholder management and strong communication skills are a must.
• Hands on experience in data management and integration.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast- paced environment.
• Competitive & competitively aware. Proficient at explaining strengths & vulnerabilities.
• Willingness to travel periodically based on customer and business need.
• Bachelor’s degree or equivalent experience.

This is a full time employment, start according to agreement and preferably as soon as possible.

Contact information:
Claudine Cardozo - Head of Customer Engagement Management
[email protected]

Lotta Kantsjö - Talent Partner
[email protected]

We apply continuous selection, and the position may be filled before the last application date.

Apply now, we look forward to you joining us!

DigitalRoute want to be part of an inclusive and diverse environment and we are actively looking for qualified candidates irrespective of gender, sexual orientation, ethnicity, disability, or age. You will be part of a global and diverse company where our differences are our strengths.