Customer Engagement Manager

Department: Customer Success
Position Reports To: Director of Customer Engagement
Job Status: Regular, Full Time, Exempt
Location: Anywhere in the U.S.

Responsibilities

  • Partner with Account Directors to develop a joint success plan for customers
  • Proactively guide clients through every step of the customer journey – from pre-sales to implementation to invoicing – to ensure a seamless and successful experience
  • Manage and own project plans, details and logs.
  • Identify schedule deviations or challenges, and hold multiple internal and customer teams accountable for keeping their portion of projects on track. Understand and monitor various program reporting tools.
  • Manage all post-sales activity including:
    • Ensure resource availability and allocation
    • Actively review upcoming projects and ensure all projects are delivered on-time, within scope and within budget – troubleshoot, resolve and/or escalate potential issues
    • Create and maintain comprehensive project log and documentation
    • Miscellaneous admin tasks
  • Develop a technical understanding of our LMS platforms to provide customer assignment, login and reporting support. Escalate more technical troubleshooting to internal technology experts and ensure resolution.
  • Continuously improve the customer experience by connecting the value and benefit of the CVI products to client needs and objectives.
  • Constantly assess “health checks” for your customers to maintain momentum and drive satisfaction, adoption, and retention.
  • Develop and execute on an internal and external communication plan to keep stakeholders informed of progress.
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
  • Maintain a deep understanding of our products and educate customers about the most relevant features for their specific requirements.

Requirements

  • Minimum 5 years of experience in project management—strong preference for project management experience within a content agency or consulting services context
  • Bachelor’s degree in Marketing, Business, Communications, or similar
  • Ability to self-manage while managing assigned teams and projects under tight deadlines.
  • Excellent Communication — both written and verbal
  • Motivated, self-starter
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Ability to remain calm under pressure
  • Team Player

Please send inquiries to jobs@corporatevisions.com, with “Customer Engagement Manager” in the subject line.