Strategic Customer Engagement Manager

The Strategic Customer Engagement Manager is responsible for managing high-impact customer engagement strategies. This role is crucial in fostering strong relationships with key customers and partners, gathering valuable insights, and driving product innovation and retention.  

Key Responsibilities: 

• Assist with the Customer Advisory Board (CAB), including member selection, meeting planning, and execution 
• Facilitate regular CAB meetings to gather feedback on product vision, roadmap, and strategy. Ensure feedback is actioned. 
• Ensure proper tracking and facilitation of the executive sponsorship program, pairing senior executives with key accounts 
• Ensure executive sponsors understand their role and are equipped to enhance customer relationships 
• Ensure proper reporting and visibility between leadership team, revenue, and product & engineering for the executive sponsorship program 
• Track and ensure proper feedback loops and tracking of customer commits and feature requests, working closely with Product and Engineering  
• Schedule and facilitate customer product engagements including product briefings, roadmap discussions and technical design sessions  
• Coordinate product roadmap presentations and discussions with key customers including QBRs 
• Ensure efficient and effective communication between the product team and strategic customers for high impact engagements 
• Create, manage, and deliver early access and private technical preview programs for select customers and partners 
• Track, coordinate, and report on technical preview and developer engagement activities ensuring consistent customer interactions and feedback loops  
• Serve as a liaison between the development team and participating customers/partners 

Qualifications 

• Bachelor's degree in Computer Science, Software Engineering, Product Management, or related technical field 
• 5+ years of experience in Customer Success, Customer Engagement, Product Management, Product Marketing Management or similar roles in a technical environment 
• Strong understanding of B2B customer relationships and enterprise software industry 
• Excellent communication and interpersonal skills, with the ability to interact effectively with executives, c-level and technical stakeholders 
• Proven track record of developing successful customer engagement programs, customer success and/or technical preview initiatives 
• Experience with customer engagement, CRM software, data analysis tools, and project management platforms 

Key Competencies 

• Customer experience skills ensuring a focus on customer outcomes and a delightful customer experience  
• Strategic thinking and ability to align customer insights with business and technical objectives 
• Excellent facilitation and presentation skills for both business and technical audiences 
• Ability to build and maintain relationships with high-profile customers and technical partners 
• Strong analytical skills to derive actionable insights from customer feedback and technical data 
• Proactive problem-solving and conflict resolution abilities in complex technical environments 
• Proficiency in translating technical requirements into customer-friendly language and vice versa   

Salary Range:

• The anticipated base salary range for this position is between $120,000 and $165,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Additionally, you will enjoy some of our local benefits such as:

• Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match