Client Engagement Manager

2 weeks ago

Boston, Massachusetts, United States OneSpan Full time
Position Overview

At OneSpan, we are redefining trust to empower organizations to flourish by facilitating secure, compliant, and seamless digital agreements and transactions. We are a trusted partner for global enterprises, including a significant portion of the world's largest banking institutions, enhancing their customer experience while addressing current threats and preparing for future opportunities. With an ambitious vision ahead, we seek innovative thinkers and bold ideas that will transform our industry.

In this role, you will cultivate strong relationships with your assigned clients, engaging with key business leaders and IT stakeholders to gain insights into their operational needs and objectives. Utilizing this understanding, you will offer tailored adoption strategies, industry insights, and implementation best practices to ensure clients fully realize the value of their investment in OneSpan. You will also oversee the renewal of existing contracts and serve as a point of escalation for any unforeseen challenges.

This position is remote and available to candidates residing in the United States.

Key Responsibilities:

  • Ensure clients achieve maximum value from their investment in OneSpan's solutions.
  • Establish a trusted advisor relationship with key stakeholders and executives to unlock the full potential of their OneSpan solutions, engaging with clients from the moment they are onboarded.
  • Continuously assess and monitor Customer Health.
  • Foster client relationships to drive successful outcomes, enhancing adoption, retention, and overall satisfaction.
  • Leverage a comprehensive understanding of OneSpan products and platforms to provide relevant adoption and technical recommendations tailored to clients' business needs.
  • Collaborate with Sales Managers to achieve growth targets.
  • Identify and evaluate renewal risks for clients' licenses, maintenance, and subscriptions, working with internal teams to address these concerns.
  • Facilitate the renewal process for existing client contracts, including creating and following up on contracts and exploring upsell opportunities.
  • Assist with high-priority requests and act as an escalation point when necessary.
  • Maintain a proactive outlook on renewals to ensure timely contract renewals.
  • Support your manager in preparing and updating forecasting and sales pipeline data.
  • Report directly to the Director of Global Customer Success.

Job Requirements:

  • Genuine passion for Customer Success.
  • 4+ years of successful experience in a client-facing role, preferably utilizing Salesforce CRM or similar applications in a SaaS environment.
  • Experience in monitoring Customer Health and using Customer Success Management software.
  • Proven track record of achieving successful customer outcomes, enhancing adoption, retention, and satisfaction.
  • Prior experience in Customer Success, including contract renewals.
  • Exceptional communication skills (both written and verbal), with the ability to present and influence effectively at all organizational levels, including executive and C-level.
  • Adept at navigating complex customer requests or projects involving multiple stakeholders and enterprise systems, escalating for assistance when necessary.
  • Strong team-oriented mindset - a true collaborator across all levels and teams within the organization.
  • Self-motivated with a strong commitment to achieving results with minimal supervision.
  • High standards of excellence. You are driven to excel and continuously improve.
  • Well-organized, with a strong sense of responsibility and initiative.
  • Solution-oriented – proactive in addressing customer and internal challenges.
  • Solid understanding of business processes (Sales, Marketing, Service, Support) and related applications.
  • Comfortable in a fast-paced, high-performance, dynamic team environment.
  • Proficient in English (spoken and written).
  • Willingness to travel up to 10% within North America.

At OneSpan, we encourage forward-thinking, open dialogue, and collaboration to foster continuous improvement. Every team member plays a vital role in our mission, with equal opportunities to contribute and make a global impact. We believe that authentic connections are built on trust and autonomy, promoting diversity in our thoughts and culture. The more diverse perspectives we have, the more we can thrive, innovate, and advance our industry. We invite everyone to bring their authentic selves to work and embrace new ideas, challenges, and possibilities.

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