Senior Engagement Manager

My client is looking for an experienced Senior Engagement Manager with a technical background and solid understanding of enterprise software management.

As a Senior Engagement Manager, you will play a key part in promoting the business, educating customers and supporting sales.

The ideal candidate will have a strong understanding of project portfolio management principles, methodologies and tools. You should have a proven ability to operate within a matrixed team environment and be able to demonstrate excellent communication and presentation skills. You should have a proven ability to engage at senior stakeholder level both internally and externally whilst also being able to act as the voice of the customer, advocating for their needs.

Responsibilities include:

• Client Relationship Management
  • Providing ongoing customer communication alongside regular updates and managing internal and external expectations.
  • Working with the Account Manager and operational delivery teams to manage client relationships.
  • Understanding clients changing business goals, challenges and needs.
  • Leveraging your expertise and experience with complex enterprise software to identify potential risks and manage or mitigate them as appropriate.
  • Identifying the differences between issues that require hard and soft escalations and manage appropriately to reach an effective conclusion.

• Value Delivery:
  • Ensuring that clients effectively utilise the software and achieve maximum value, through effective collaboration with internal teams.
  • Monitoring client satisfaction, proactively identifying and addressing issues to enhance the client experience.
  • Driving initiatives that optimise use to meet client needs using your expertise and experience of value-based engagement models.

• Voice of the Customer:
  • Acting as an advocate for the client, ensuring their feedback and needs are communicated effectively to product and development teams.
  • Utilising your understanding of enterprise software management to help shape product improvements, contributing to the development of new features or enhancements.

• Customer Success and Retention:
  • Ensuring clients are achieving their business objectives, contributing to high levels of client retention and satisfaction.
  • Identifying opportunities for positioning additional products or services, working with Account Managers to expand the client relationship.

• Evolving Offerings:
  • Providing insights and recommendations for evolving products and service offerings based on client feedback and market trends.
  • Collaborating with product management and development teams to influence the roadmap ensuring that client needs are addressed in future releases.

• Supporting Sales:
  • Assisting the sales team by providing client feedback and participating in sales presentations.
  • Proactively identifying gaps or opportunities to work with marketing to contribute to the development of sales collateral, case studies and marketing campaigns that highlight successful client outcomes and use cases.

• Reporting and Analytics:
  • Providing regular updates to clients and internal stakeholders on key performance metrics, status, and client feedback.
  • Utilising data and analytics to drive continuous improvement in client engagement and success.

Minimum qualifications and experience:

• Bachelor's degree - preferably in a software / IT related field.
• Demonstrable experience in client engagement management, particularly in managed services, service delivery, engagement management or a related role within a B2B software environment.
• Proven track record of driving customer success and maximising the value of software solutions.
• Experience managing multiple engagements simultaneously.
• Proven experience working with complex enterprise software providers, demonstrating an understanding of the complexities involved in enterprise software management.
• Experience working with clients in various industries.

Preferred qualifications:

• Success in a hyper growth, start up environment supporting sales processes and contributing to product evolution.
• Familiarity with PPM software and project management methodologies.