Customer Engagement Manager

About the role

The Customer Engagement Manager serves as a trusted advisor, thought leader, and focal point to manage and improve customer satisfaction on our most important accounts. They communicate roadmaps for projects and initiatives, lead with a solutions-based mindset, and execute on goals.

Responsibilities

• Focus on our largest customers, work closely with internal dedicated Directors and account teams, and build strong connections and relationships with customers on a daily basis.
• Communicate clearly and drive conversations with customers to demonstrate alignment between customer needs and Raymond and S&SC solutions, promoting identified opportunities for growth.
• Work with cross-functional teams to amplify the voice of the customer and escalate their needs, issues, and requests to the proper internal teams and S&SC’s delivering on time solutions.
• Schedule and lead recurring weekly, monthly, and quarterly Business Review Board (QBR) meetings depending on the customer success plan and engagement strategy.
• Build and deliver customer facing material with a high attention to detail and limited review.
• Determine current and future customer and market needs through market intelligence and voice of customer efforts.
• Engage with and provide direction to senior management on business needs, challenges, opportunities, RFP’s and financial implications.
• Create programs, strategy, and content to increase market share and revenue.
• Prioritize tasks, manage multiple activities, monitor project progress, and report program statuses to customer and executive management in a timely fashion.
• Escalate situations as required.
• Meet customer requirements and commitment to customer service & satisfaction with a sense of urgency.
• Provide input to senior management on pricing, product development, and marketing initiatives based on market feedback and sales trends.

Requirements

• Bachelor’s degree in business administration, marketing, engineering or related field required.
• 6+ years of broad experience in product management, product marketing, product engineering, or an analytical role.
• Possess a sense of urgency to meet or exceed customer requirements and quality expectations.
• Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization including senior and executive level staff as key to success.

Qualifications

• Amiable personality, able to think and act from both customers and Raymond’s perspective.
• Work closely with engineering, project, and product management for product roadmap, strategic product planning, RFP response, and life cycle management.
• Act as an interface to champion the development of next generation solutions and services.
• Engage with and provide direction to senior management on business needs, challenges, opportunities, RFP’s and financial implications.
• Create programs, strategy, and content to increase market share and revenue.
• Prioritize tasks, manage multiple activities, monitor project progress, and report program statuses to customer and executive management in a timely fashion.
• Escalate situations as required.
• Meet customer requirements and commitment to customer service & satisfaction with a sense of urgency.
• Provide input to senior management on pricing, product development, and marketing initiatives based on market feedback and sales trends.

Skills

• Strong problem-solving and decision-making skills.
• Excellent interpersonal and communication skills.
• Ability to prioritize and manage multiple tasks effectively.
• Experience with customer relationship management tools.
• Knowledge of market research and analysis.
• Ability to work independently and as part of a team.

Benefits

• Competitive salary range: $83,340 - $120,540 per year.
• Up to 25% travel may be required.
• Relocation assistance may be available.
• World-class benefits package including:
• Generous paid time off and 13 paid holidays.
• Affordable medical plans and no-cost dental & vision options.
• 100% 401(k) match up to 6%.
• Company-paid life insurance, short-term disability, and long-term disability.
• Tuition assistance program.
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance.
• Recognition and Kaizen (continuous improvement) reward programs.
• Meaningful opportunities for personal and professional development.
• Best in class work culture!