Lead Customer Engagement Manager

2 weeks ago

Atlanta, Georgia, United States oilandgas Full time
Position Overview:

As a Senior Client Success Specialist, you will play a pivotal role in ensuring that our clients derive significant value from their investment in our products and services.

Key Responsibilities:

  • Foster and maintain strong relationships with clients to enhance revenue retention and drive growth in recurring revenue.
  • Engage with clients throughout their entire journey, from pre-sales through onboarding and during the subscription period, ensuring a seamless experience.
  • Develop and present customer-centric performance metrics and reports to highlight usage and support.
  • Assist in crafting comprehensive documentation for onboarding, training, and best practices to ensure client success.
  • Promote product adoption and ensure clients achieve quick time to value from our offerings.
  • Gain a thorough understanding of our product suite and communicate relevant features to meet specific client needs.
  • Monitor client accounts and usage to proactively address potential churn and enhance product adoption.
  • Set deployment objectives and success criteria, developing actionable plans to achieve them.
  • Collaborate closely with product engineering and development teams to relay client feedback and enhancement requests.
  • Work in a team-oriented environment to continually refine processes that engage clients and deliver ongoing value.
  • Coordinate with sales to ensure timely contract renewals and build strong, value-based relationships with clients.
  • Identify potential business use cases for future offerings and collaborate with sales to capture high-quality leads.
  • Partner with marketing to execute standardized client surveys, case studies, and usability assessments.
  • Willingness to travel as needed.

Qualifications:

  • 1-2 years of experience in account management within a software-focused environment.
  • Familiarity with HVAC systems is essential.

Preferred Skills:

  • Experience in Facility Management or Building Management Systems.
  • Strong customer engagement skills with the ability to manage relationships with key decision-makers.
  • Proven experience in overseeing deployment and usage initiatives.
  • Ability to manage client expectations effectively, tailoring approaches based on client size and needs.
  • Demonstrated success in driving revenue, with a proactive and analytical mindset.
  • Excellent facilitation, negotiation, and decision-making abilities.
  • Strong listening skills to understand client concerns and collaborate with internal and external teams for resolution.
  • Capability to navigate ambiguity and provide solutions that align with our technology offerings.
  • Experience across multiple vertical markets is advantageous.
  • Familiarity with Salesforce, Jira, and marketing software is a plus.

This role is primarily remote, but candidates should ideally be located within the Eastern Standard Time zone.

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