Customer Engagement Manager

3 days ago

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Description

• CUSTOMER ENGAGEMENT MANAGER India, Remote • The Customer Engagement Manager provides focus and drives consistency in the execution of various customer success and retention processes throughout the customer’s journey. • A successful Customer Engagement Manager will build and nurture customer relationships and ensure customers are consistently receiving value from the Egnyte platform. • This role will work towards reducing overall account churn and increase retention and customer sentiment. • The role is open to candidates in India only but will require working in the US EST Timezone. • Ensure that new customers are onboarded successfully via an initial best practices engagement and platform walkthroughs. • Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients. • Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and a great customer experience. • Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs. • Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value. • Create and execute data-driven, dynamic working documents and deliver process documentation. • Forecast both risk and opportunity throughout the customer lifecycle. • Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources. • Maintain awareness of all service matters including technical implementations and activities. • Work with various account teams to achieve success with at-risk customer renewals. • Relay customer feedback regarding product functionality and support to internal stakeholders. • Ensure that Egnyte’s best practices and methodologies are met on a consistent basis. • Will report directly to the Manager of Customer Engagement.

Requirements

• Highly customer service orientated and passion for helping to resolve customer issues. • Curious and a continuous learner – ability to stay up to date on product features and how they create customer value. • Entrepreneurial: Have a desire to build new processes inside a larger, high-growth organization • A team player capable of high performance and flexibility working in a dynamic environment. • Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysis. • Bachelor’s degree from an accredited college or university • 5-8 years of relevant industry experience

Benefits

• Competitive salaries • Company equity depending on role and level • Medical insurance and healthcare benefits for you and your family • Fully paid premiums for life insurance • Flexible hours and PTO • Mental wellness platform subscription • Gym reimbursement • Childcare reimbursement • Group term life insurance