Engagement Manager at Clarabridge
Reston, VA, US
About The Role:

The Engagement Manager is a high visibility role that plays a vital part in the growth of Clarabridge. This individual is the single point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and setting them up for a successful post implementation journey.

To perform this role successfully, you need to be a hands on project manager who quickly learns the product and can articulate its business value to customers while ensuring that implementation tasks are planned, executed and tested thoroughly.

To be successful in our Global Professional Services organization, all team members will have cross-functional responsibility across Clarabridge to work with other teams and contribute to our company maturity and product.

What You’ll Do:

Provide direct oversight of assigned client projects during the lifecycle of the engagement; build and maintain multi-level client stakeholder relationships to continuously link Clarabridge’s deliverables to our customers’ KPIs

Act as an advocate and voice of the customer with internal Clarabridge teams to ensure the customers’ needs are understood and addressed

Evangelize Clarabridge capabilities and potential within the customer’s organization

Manage project scope, client expectation and associated resources to deliver successful solutions within agreed timelines and budget

Collaborate with other Engagement Managers and/or project leads to manage program profitability through aligning activities and resources to strategic account goals

Collaborate extensively with peers, including Business Consulting, Technical Consulting and Managed Services teams to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations

Partner with the Managed Services team to nurture the client relationship post-implementation to ensure ongoing opportunities are realized and acted upon appropriately

Proactively develop project plans, manage services staffing, maintain up to date status reports and manage the identification of risks and issues

Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients

About You:

Bachelor’s degree required; Master’s degree preferred

6+ years’ experience in enterprise software solutions as a project manager or requisite Clarabridge experience

Exceptional project management skills

5+ years’ of consulting experience required or experience working for a Customer Experience Management SaaS company

Track record of success in building customer relationships at multiple levels of a clients’ organization

Demonstrated experience and a passion for the Customer Experience Management (CEM) technology universe and industry; you embrace the opportunity to work with emerging technologies

Ability to work in a matrixed environment is critical

Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices

Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter

Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction

Technically proficient in order to properly explain technical tasks to non-technical stakeholders

Demonstrated ability to research and resolve problems successfully using a variety of resources and tools; exceptional analytical skills

Ability to multi-task as you will be expected to work on multiple engagements simultaneously

Advanced Microsoft Office Suite skills including Word, Excel, PowerPoint and MS Project

Willingness to travel up to 35% or as customer requires