Senior Client Engagement Manager

1 week ago


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

The Senior Customer Success Manager at Rocket Software plays a pivotal role in ensuring that our clients achieve their desired outcomes while utilizing our products. This position is essential in fostering a culture of customer-centricity and collaboration within the organization.

Key Responsibilities:
As a Senior Customer Success Manager, you will:

  • Develop a comprehensive understanding of your clients' business landscapes and objectives.
  • Document and analyze how clients leverage the Mobius product to meet their goals.
  • Establish and nurture strong relationships with key stakeholders within client organizations.
  • Collaborate closely with Account Executives to conduct regular business reviews.
  • Partner with Product Specialists to facilitate user training sessions as required.
  • Work alongside the Renewals team to identify risks and implement process enhancements.
  • Engage with Retention Marketing to create campaigns that foster client engagement.
  • Manage the entire customer lifecycle, including onboarding, feedback collection, advocacy, and value realization.
  • Utilize Gainsight to monitor client engagement and derive actionable insights.

Qualifications:
The ideal candidate will possess:

  • A minimum of 5 years of experience in Customer Success Management, particularly with Fortune 500 clients.
  • Experience with Mobius or similar Enterprise Content Management solutions is highly desirable.
  • A strong sense of empathy and a commitment to aligning customer success with organizational success.
  • A deep understanding of value drivers in recurring revenue models.
  • Exceptional organizational skills and attention to detail.
  • A metrics-driven approach to work.
  • The ability to thrive in a fast-paced, dynamic environment.
  • Strong interpersonal skills to build effective relationships across various teams.
  • Experience with Gainsight and Salesforce is preferred.

Commitment to Security:
At Rocket Software, we prioritize information security as a collective responsibility. All team members are expected to uphold the security and protection of company information and IT resources.

Diversity and Inclusion:
We are dedicated to fostering an inclusive workplace where every employee can thrive. We believe that diversity, equity, and inclusion are fundamental to our success.

Compensation and Benefits:
The base salary range for this role is competitive and will be determined based on experience and qualifications. We offer extensive paid time off, healthcare coverage, retirement savings plans with matching contributions, and various training opportunities.



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