Client Engagement Manager

2 weeks ago

Little Ferry, New Jersey, United States Altrata Full time
Position Overview

The Client Engagement Manager is an essential part of Altrata's global Customer Success team. This group actively collaborates with business stakeholders across the organization to harness customer feedback, promote ongoing enhancements, and ensure exceptional service delivery to our clients.

Key Responsibilities

We are seeking a dynamic and enthusiastic Client Engagement Manager who excels in problem-solving and has a proven track record of cultivating and sustaining robust relationships with senior stakeholders.

The Client Engagement Manager will be responsible for a designated group of our key enterprise clients, fostering connections throughout the user community, and playing a vital role in client retention efforts.

They will strategically partner with clients to comprehend their objectives and implement engagement strategies that drive success.

As the primary point of contact for any inquiries or challenges, they will ensure prompt and accurate responses.

What You Will Do
  • Engage with clients in a consultative and consistent manner through quarterly business reviews, roadmap presentations, and product training.
  • Develop and nurture relationships within your portfolio of strategic clients.
  • Position yourself as a trusted long-term strategic partner by employing a consultative approach throughout the client lifecycle: onboarding, value creation, usage, adoption, and addressing product issues.
  • Educate and train client users on optimal ways to utilize our products and features, building success plans that follow data-driven methodologies and measure progress based on KPIs.
  • Proactively analyze product usage data to take necessary actions that enhance product adoption and minimize churn.
  • Collaborate with the Account Manager to co-create impact plans with clear success metrics and engagement strategies.
  • Advocate for and guide clients in implementing improvements.
  • Work creatively with your Account Manager to identify growth opportunities and drive net expansion.
Who You Are

You are a strong multitasker, a leader, and an adaptable team player. You think innovatively to enhance the platform for both the business and clients.

Your focus is on delivering exceptional customer service, and you are committed to providing an extraordinary client experience.

You thrive in collaborative environments, enjoying problem-solving and assisting others.

Your thirst for product knowledge enables you to provide expert insights on the usage and functionality of our applications and tools.

You listen attentively to client needs and work alongside them to demonstrate how our solutions can help achieve their goals.

You are an inspiring leader, eager to collaborate with the team to achieve client success.

Qualifications
  • Experience in supporting large enterprise clients.
  • Preferred experience in providing SAAS product support.
  • 4-5 years of experience in a customer success or application support role.
  • Strong analytical skills with a background in leveraging data and insights to build business cases.
  • Excellent communication, presentation, and influencing abilities.
  • Familiarity with Salesforce, Groove, or FreshDesk is advantageous.
  • Self-starter with a solid understanding of project management practices.
  • Team-oriented with a customer-centric approach.
  • Organized and disciplined in establishing success measures and KPIs.
About Altrata

Altrata is a global leader in people intelligence, encompassing over 100 million profiles of affluent individuals worldwide and more than 12 million profiles of senior decision-makers, board members, and C-suite executives.

We provide insights into the individuals who are most influential to our clients' success.

Our advanced integration solutions offer deeper insights and access to billions of connections, enabling clients to close more deals, manage risks, and quickly identify emerging talent.

Our data is actionable, accurate, and comprehensive, supported by a global team of over 400 researchers dedicated to maintaining millions of profiles and updating data points, allowing for effective engagement and meaningful connections.

Altrata is committed to fostering a diverse and inclusive environment, ensuring equal consideration for all applicants regardless of race, sex, religion, color, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We genuinely uphold our commitment to diversity and inclusion.

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