Engagement Manager

Role Description

Join us as a Engagement Manager, where you will cultivate and nurture relationships with mid-market and enterprise customers. This role demands a blend of technical proficiency, customer engagement, and a track record of exceeding upsell/cross-sell targets. We are seeking someone passionate about using analytical skills to solve problems, enhance relationships, and drive improvement.

Key Responsibilities

• Serve as the main point of contact for assigned accounts, building trust, identifying opportunities, and sharing best practices
• Account Expansion: Develop and implement strategies to grow accounts by identifying upsell opportunities within key customer accounts
• Conduct regular customer success reports (weekly, quarterly, and annually) to ensure our customers get the most from our product/service, resolve issues promptly, and achieve their goals
• Review and support the customer journey with a consultative approach to help clients overcome challenges and meet their objectives
• Cross-functional Collaboration: Partner with marketing, sales, and sales engineering teams to engage accounts, drive pipeline growth, and ensure successful product adoption for customers
• Technical Guidance: Leverage your experience as a Certified AWS DevOps Engineer or similar to provide technical support and advice to customers, focusing on selling Kubernetes (K8s) and complex infrastructure solutions to DevOps teams
• Take ownership of customer issues and see them through to resolution
• Industry Awareness: Stay updated on Data, AI, and cloud engineering trends to effectively position our solutions in the market and meet customer needs

Qualifications/Skills

• Over 10+ years of customer-facing experience in mid-market and enterprise cloud-native SaaS organizations, with a strong ability to foster positive relationships. Preference is given to CSM experience
• Certified AWS DevOps Engineer or similar with expertise in cloud technologies, Kubernetes, and complex infrastructure
• Effective communicator skilled at working across departments in deadline-driven environments, known for adaptability and multitasking
• Proactively manage churn and increase customer retention by collecting feedback, closing feedback loops, and delivering consistent value to foster loyalty
• Motivated, results-oriented individual with a history of surpassing upsell targets, leveraging strong industry knowledge in Data, AI, and cloud engineering
• Bachelor’s degree or equivalent experience in customer support, sales, business development, or account management
• Strong English Proficiency