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Customer Engagment Manager
Milton Keynes - Hybrid
For this role, you will need to be natural relationship builder, who will understand our client's customer's business objectives and challenges, ensuring you are across any issues they may have during the onboarding and implementation stage and on-going through the term of the contract. As a customer advocate, you will work cross-functionally with internal teams to manage issues, acting as a broker between internal and external parties and taking responsibility to bring matters to a successful conclusion.
You'll contribute to developing and maturing customer engagement processes and reporting toolkits; optimising onboarding journeys for new customers and supporting the deployment of new customer experience tools.
Key Responsibilities:
- Own engagement relationship with assigned customers being the primary point of contact.
- Collaborate with the Sales, Solutions Architects and wider Professional Services and Customer Support teams to facilitate a seamless customer onboarding process; from the outset ensuring a smooth implementation and launch with positive introduction to the business.
- Be a customer advocate throughout the project delivery and be an interface between the customer and the delivery teams, helping to manage expectations while maintaining high levels of satisfaction.
- Develop Success Plans to document and regularly report on critical goals and key performance indicators, working closely with the customer in achieving these.
- Lead regular customer contact, providing issue status updates, software release details, community event
Skills and Knowledge:
- Experience of and an interest in digital transformation preferably within a local government setting.
- Awareness, knowledge and/or experience of low-code software implementation.
- Customer-facing success, account and/or project management experience with a focus on implementing SaaS solutions.
- Exceptional stakeholder management, interpersonal and communication skills, including the ability to observe, articulate probing questions, listen carefully to responses and summarise and present outcomes.
- Experience in managing complex business and software processes from multiple customers prioritising and problem-solving, escalating to cross-functional teams when appropriate.
- Knowledge and experience of collecting, analysing and interpreting data and presenting application and platform performance metrics using data visualisation tools.
- Ability to translate data into meaningful and actionable insights, with ability to relay optimisations to customers in a clear and concise way, preferring a data-driven approach to decision-making.
- Experience of collaborating across multiple business areas, such as product, software development, training, support, marketing and sales.
- Experience of designing, implementing and maturing customer engagement processes and reporting tools.
