Principal Customer Engagement Manager

2 weeks ago

Cheyenne, Wyoming, United States Rocket Software Full time
Position Overview:

The Senior Customer Success Manager at Rocket Software is a pivotal role within our Customer Success team, embodying our core values in every interaction.

This experienced professional will take charge of customer engagements, striving to ensure both immediate resolutions and long-term success for our clientele.

As a vital link between our customers and internal teams, the Senior CSM will facilitate transparency and continuous improvement, acting as a mentor to support team members with Rocket processes and inquiries.


Role Responsibilities:

At Rocket Software, we genuinely prioritize our customers. Our mission is to provide an unparalleled customer experience, guided by our foundational values of Empathy, Humanity, Trust, and Love.

We seek a dynamic and innovative Customer Success leader who can effectively engage and delight our Mobius customers.

In this role, you will:

  • Collaborate closely with your account team on designated accounts.
  • Gain a deep understanding of your customers' business landscapes and objectives.
  • Document customer usage of the Mobius product.
  • Define what success looks like for your customers.
  • Build and nurture strong relationships within your customer accounts.
  • Partner with your Account Executive to conduct business reviews.
  • Work alongside our Product Specialist team to facilitate user training sessions.
  • Coordinate with Renewals to address risks and enhance processes.
  • Engage with Retention Marketing on campaigns to boost customer interaction.
  • Identify successful customers to transform them into advocates and case studies.
  • Manage the customer lifecycle, focusing on onboarding, feedback, advocacy, risk management, and value-driven campaigns.
  • Utilize Gainsight to monitor engagement and derive actionable insights.

Qualifications:

The ideal candidate will possess:

  • A minimum of 5 years in Customer Success Management, showcasing success in building strategic relationships with Fortune 500 clients.
  • Experience with Mobius or similar Enterprise Content Management solutions is highly desirable.
  • A strong sense of empathy for customers, believing that their success is integral to Rocket's success.
  • A comprehensive understanding of value drivers in recurring revenue models.
  • Creativity, resourcefulness, and exceptional organizational skills.
  • An analytical mindset with a metrics-driven approach.
  • The ability to thrive in a fast-paced, ambiguous environment as a self-starter.
  • Strong collaboration skills to foster relationships with diverse stakeholders.
  • Proficiency in managing challenging conversations both internally and externally.

Alignment with our core values of Empathy, Humanity, Trust, and Love is essential in all interactions with customers and colleagues.

Familiarity with Gainsight and Salesforce is preferred.


Commitment to Information Security:

At Rocket Software, we believe that information security is a collective responsibility. Every individual plays a role in safeguarding company information and IT resources according to their responsibilities.


Diversity, Inclusion & Equity:

We are dedicated to fostering an inclusive workplace where every team member can thrive by being their authentic selves. Joining Rocket means contributing to our ongoing efforts to promote inclusivity, diversity, and equity within our workforce.

Rocket Software is an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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