Customer Engagement Manager

Description

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.

What You’ll Do (but is not limited to) 

• 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.

Your Qualifications

• 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

• 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