Customer Engagement Manager

2 weeks ago

Saint Johnsbury, Vermont, United States Blue Orange Digital Full time

Company Overview:

Blue Orange Digital is a leading firm specializing in cloud-based data transformation and predictive analytics, with a strong presence in the technology sector. We partner with organizations ranging from startups to Fortune 500 companies, assisting them in navigating their business challenges through advanced data analytics, visualizations, and AI/ML solutions. Our team, founded by engineers, thrives on innovation and is passionate about technology and data analysis. We value contributions from every team member, fostering a collaborative environment that drives our growth.

Position Overview:

We are on the lookout for a proactive and technically adept Customer Success Manager to enhance our team. This pivotal role focuses on managing and nurturing our client accounts, ensuring exceptional client satisfaction and retention, while also identifying avenues for expanding our engagements through new business opportunities. The ideal candidate will possess strategic thinking capabilities, a robust background in customer relations, and a comprehensive understanding of the technology-driven professional services landscape.

Key Responsibilities:

Client Relationship Management:

  • Oversee comprehensive client relationships, acting as the primary liaison for a segment of the Blue Orange client portfolio, fostering enduring relationships to ensure high satisfaction levels.
  • Serve as a trusted advisor, aligning all activities with the client's business objectives to maximize the value derived from Blue Orange's professional services.
  • Conduct regular interactions, including monthly check-ins and quarterly business reviews, to promote service adoption and expansion.

Account Management and Growth:

  • Manage account activities with a focus on retention, adoption, and growth, advocating for customer needs to enhance their experience and value.
  • Implement a high-touch engagement model, identifying service improvement opportunities and managing expectations to ensure outstanding service delivery.
  • Collaborate closely with sales teams to identify and pursue upsell and cross-sell opportunities, aligning efforts to create customer value.

Business Development:

  • Work alongside sales and sales engineering teams to proactively seek new business opportunities, from inception through to onboarding.
  • Collaborate with sales and revenue generation teams to align on new business strategies and initiatives.
  • Prepare and develop contracts (SOW, MSA, RFP) and other necessary documentation for clients.

Operational and Strategic Execution:

  • Monitor and report on client engagement and sentiment to Customer Success and Sales leadership.
  • Track, report, and benchmark customer adoption activities, ensuring visibility and success of initiatives to Customer Success leadership and Executive Sponsors.
  • Manage multiple accounts concurrently, prioritizing effectively to meet strategic objectives.
  • Address user queries and technical issues, coordinating with consulting teams and engaging cross-functional groups as needed.
  • Maintain and manage client-specific business requirements, effectively communicating these with internal technology teams.

Performance and Results Measurement:

  • Regularly report to Customer Success and Sales leadership on client account health by identifying adoption opportunities and retention risks, aligning internal teams around customer success strategies.
  • Conduct account audits and business reviews with key customer accounts to assess needs and deliver ongoing value, ensuring timely implementation and high customer satisfaction.

Additional Responsibilities:

Fulfill other requests as directed by the Director of Customer Success.

Requirements:

  • Bachelor's degree in Business Administration, Communications, Computer Science, Information Technology, or a related field.
  • 4-6 years of experience in customer success, account management, or a related field within a technology, professional services, consultancy, or similar industry.
  • Proven track record of managing accounts and achieving customer satisfaction and retention goals.
  • Strong understanding of data analytics, machine learning, and AI technologies.
  • Excellent communication, interpersonal, and presentation skills.
  • Proven ability to manage multiple client engagements effectively and negotiate win-win solutions.
  • Strong analytical skills and a results-driven approach to problem-solving.
  • Experience with CRM software and customer service platforms.
  • Ability to quickly establish rapport with customers and address their concerns.
  • Passion for business and a continuous drive to enhance client satisfaction and add value to accounts.

Preferred Qualifications:

  • Prior experience with Hubspot.
  • Project management skills, capable of managing multiple projects simultaneously under tight deadlines.
  • High level of empathy and a customer-centric mindset.
  • Certifications such as Certified Customer Experience Professional (CCXP), Certified Associate in Project Management (CAPM), or Project Management Professional (PMP).

Benefits:

  • 401k Matching
  • Unlimited PTO
  • 100% remote role with an option for hybrid
  • Healthcare, Dental, Vision, and Life Insurance
  • Paid parental/bereavement leave
  • Cell phone/internet reimbursement
  • Home office stipend
  • Competitive salary with commission opportunities

Blue Orange Digital is an equal-opportunity employer.

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