Customer Engagement Manager

2 weeks ago

Draper, Utah, United States Egnyte Full time

CUSTOMER SUCCESS MANAGER

Location: Remote

About the Role

At Egnyte, we are dedicated to creating opportunities for exceptional individuals. We recognize the significance of every position and value each member of our team. With over 22,000 clients globally, you have the chance to make a difference by safeguarding their critical data.

Joining Egnyte means becoming part of a collaborative team of professionals who are proactive, innovative, and committed to our core values:

  • Invested Relationships
  • Fiscal Prudence
  • Candid Conversations

About Egnyte

Egnyte is a secure multi-cloud platform designed for content security and governance, empowering organizations to protect and collaborate on their most valuable assets. Established in 2008, we have transformed cloud content security for more than 22,000 organizations, enhancing data protection, ensuring compliance, mitigating ransomware threats, and increasing employee productivity across various applications and cloud environments.

Key Responsibilities

As a Customer Success Manager (CSM), you will:

  • Become a subject matter expert on our products, including their technical specifications and practical applications.
  • Oversee new clients post-implementation to guarantee successful onboarding and platform adoption.
  • Craft strategic success plans for your customer segment, detailing critical success factors, success metrics, timelines, and potential challenges, while offering recommendations to both internal and external teams.
  • Conduct quarterly business reviews, product roadmap discussions, and on-site engagements to ensure customer retention and successful service renewals.
  • Keep clients updated on process and procedural modifications.
  • Manage the resolution of escalated customer concerns.
  • Maintain a constructive working relationship with Product Management and Engineering to address issues and communicate customer requirements for future enhancements.

Your Qualifications

We are looking for candidates with:

  • A minimum of 3 years of experience in customer-facing roles or equivalent, demonstrating a history of service excellence.
  • Proven success in managing customer relationships within a software or SaaS environment.
  • A proactive mindset with the ability to identify and mitigate risks effectively.
  • Experience collaborating across multiple internal teams to resolve customer issues promptly.
  • Prior experience in technology companies, particularly those offering SaaS solutions.
  • Exceptional communication skills, both written and verbal.
  • A collaborative spirit, capable of thriving in a dynamic work environment.
  • Preferred experience in AEC, life sciences, and financial services.
  • Willingness to travel as needed.

Compensation and Benefits

Our compensation reflects the labor market across various U.S. locations, with a standard base pay range for this position being $75k - $85k annually. Pay may vary based on work location and job-related skills, knowledge, and experience.

We offer competitive salaries and comprehensive benefits, including:
  • Company equity based on role and level.
  • Flexible hours and generous time off to support work-life balance.
  • Paid holidays and sick leave.
  • 401(k) Retirement Plan options.
  • Health Savings Account (HSA) and Employee Assistance Program (EAP).
  • Paid parental and adoption leave.
  • Modern, collaborative office environments.
  • Reimbursement for gym, cell phone, and internet expenses.
  • Access to well-being apps.
  • Additional perks such as discounted insurance and travel options.

Commitment to Diversity

Egnyte is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace. We celebrate our differences and believe they enhance our performance and culture. We encourage all employees to bring their authentic selves to work and appreciate the unique contributions of every team member.

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