Client Engagement Manager

About the role

The Client Engagement (CE) Manager for Laudio is a platform expert and hands-on trainer/coach, serving as a trusted advisor to ensure successful implementations, high user adoption, robust usage, impact achievement, and user satisfaction (NPS).

Responsibilities

• Scale knowledge transfer through various methods, quickly identify and resolve roadblocks, and partner closely with Client Engagement Directors to align on strategy and achieve shared client goals.
• Execute core functions with a focus on improving the customer journey, demonstrating a generative, process-oriented, and solutions-focused approach to achieve client goals and organizational metrics, delight users, and build a scalable, customer-focused process.
• Ensure user delight when engaging with the Laudio platform.
• Works closely with CE Directors to develop and implement user outreach strategies for each client using insights from utilization metrics tracking software.
• Own utilization metrics across a portfolio of clients. Identifies super users and builds relationships with them to drive advocacy around Laudio.
• Supports the implementation process by co-leading strategy sessions with client operational leadership to drive successful Laudio use strategies.
• Supports content creation and design for Executive Partnership Review decks (including building visuals) in partnership with Client Engagement Directors.
• Lead new user onboarding throughout the client’s first year of Laudio use, ensuring all users are engaged, on-boarded, trained, nurtured, and informed.
• Leads Champion and Full User training sessions and imparts deep functional understanding of key Laudio features with these users.
• Maintains the repository/learning management system of all training and on-boarding materials, ensuring they are consistent with overall brand and marketing standards.
• Attends Product, Marketing, Sales meetings as needed to communicate user feedback.
• Solves complex client support tickets in collaboration with the Client Engagement Associate team.
• Champions the use of AI to streamline the client engagement lifecycle, applying new tools to how we onboard, support, and grow our clients.

Requirements

• 3+ years in client-facing support across various organizational levels.
• Client-Centric: Committed to understanding and ensuring client/user satisfaction and success.
• Platform Expertise: Develop deep SaaS platform knowledge, including upcoming features, to act as the platform expert.
• Communication: Clear verbal/written communication and effective cross-functional collaboration.
• Content Creation: Skilled in creating engaging user-facing content (including slide decks) to boost engagement and support strategy initiatives.
• Strategic Thinking: Ability to develop and execute tailored client outreach and intervention strategies to enhance platform value and utilization.
• User Training & Support: Proficient in providing comprehensive, multimodal user training and support.
• Process Optimization: Collaborate internally (Delivery, Marketing, Sales) to improve the user experience.
• Analytical Skills: Analyze key performance metrics to drive best practices in user outreach/engagement.
• Self-driven, proactive remote work approach.
• Ability to work onsite with New York clients.

Qualifications

• Bachelor’s degree required.
• Preferred Experience: Office365, HubSpot/CRM, LMS, MixPanel; adopting AI productivity tools (Co-Pilot, ChatGPT) to increase efficiency.

Skills

• Skilled in creating engaging user-facing content (including slide decks) to boost engagement and support strategy initiatives.
• Proficient in providing comprehensive, multimodal user training and support.
• Collaborate internally (Delivery, Marketing, Sales) to improve the user experience.
• Analytical Skills: Analyze key performance metrics to drive best practices in user outreach/engagement.
• Ability to work onsite with New York clients.

Benefits

• Health, dental, and vision insurance
• Company paid Life Insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other employee wellness programs such as Headspace and Airvet
• Charitable matching program

Pay

The current full-time annualized hiring range for this role is $84,600.00-$121,000.00 and does not include discretionary bonus or sales incentives, if applicable. In accordance with applicable state laws, we are providing the expected salary range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors.

Schedule

Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.