Customer Engagement Manager

3 days ago

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Odonata

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Odonata is a company based out of France.

- employees

📋 Description

• Responsible for driving customer outcomes, fostering engagement, and ensuring value realization across a designated portfolio of customer accounts. • Assess and validate customer use cases, key success factors, and the customer’s maturity level as an OSINT practitioner. • Execute customer engagement initiatives, including kickoff calls, performance reviews, and regular check-ins, tailored to the customer's use case, maturity, and tenure with ShadowDragon. • Monitor changes in customer personnel, use cases, and success factors, and proactively adjust ShadowDragon engagement and delivery strategies accordingly. • Collaborate with Renewals Team to drive customer retention and growth. • Monitor customer usage and provide recommendations for optimization. • Collaborate with technical teams to resolve customer issues and concerns promptly. • Work with product development teams to relay customer feedback and suggest enhancements or new features. • Leverage support ticket trends, customer needs, use cases, and product updates to create and maintain knowledge base content. • Dynamically assess training needs and develop customized training plans based on individual or organizational requirements. • Tailor training content to customer user cases, adjusting for complexity based on customer maturity in OSINT and role. • Conduct customer product/service demonstrations, training, and presentations, both in-person and virtually. • Assist in creating and continuously improving training programs and materials based on customer feedback and industry best practices. • Conduct regular knowledge-sharing sessions with internal teams to keep them informed about product updates and customer feedback. • Provide one-on-one or group training sessions for internal ShadowDragon team members.

🎯 Requirements

• 5+ years experience in OSINT, operating as a practitioner OR technical expertise in the OSINT processes enabling effective training and support delivery. • Self-starter with the ability to learn and grow in a fast-changing environment with limited institutional process, system, and documentation. • Demonstrated ability to prioritize and coordinate work efforts. • Demonstrated ability to lead in-person and online training engagements. • Excellent communication and interpersonal skills. • Detail-oriented and organized, with strong problem-solving skills. • Travel required up to 25% of the time to support business needs, including client meetings, on-site trainings, and other on-site projects. • Familiarity with ShadowDragon products is a plus. • Experience in customer engagement is a plus.