Engagement Manager

Introduction

Onboarding Engagement Managers at Optimizely are a key member of the Customer Success & Expert Services team. They are responsible for ensuring the successful execution of the product onboarding strategy accelerating customers adoption of Optimizely’s products and solutions that include a full suite of Cloud computing Content Management and eCommerce tools. 

Job Responsibilities

• Implement and ensure a ‘white glove’ experience for customers as the initial representation of the Optimizely Product Onboarding team. 
• Manage as many as 50 clients through comprehensive product onboarding projects for North American customers.  Collaborate closely with implementation partners ensuring they receive a highly organized program with detailed goals, timelines, and processes.  
• Serve as primary point of contact for customers and implementation partners during the onboarding and execution phase of the customer lifecycle. 
• Manage multiple simultaneous onboarding projects that may include multiple products at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes being an asset to the North American Manager of Onboarding, Educational Services Manager, Solution Consultants and other technical teams while acting as an advocate for the customer and partners while integrating multiple Optimizely products. 
• Responsible for including the correct global resource if additional technical support is required by pursuing resolution via tools such as Microsoft Teams, Zendesk, Jira, Changepoint and Gainsight as well as scheduling meetings to solve any technical issues, ensuring smooth adoption of our products and services. 
• Maintain expanding product knowledge to provide consistent communication with all internal and external

Knowledge and Experience

•     At least 2+ years of customer success and project management, ideally in a SaaS / PaaS environment. 
•     Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes. 
•     Highly collaborative, organized, and execution-oriented with strong presentation skills. 
•     Demonstrated ability to communicate with technical, non-technical and executive personnel. 
•     Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work. Familiarity with Agile and Waterfall Methodologies is a plus. 
•     Exceptional problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues. 
•     Able to be successful in a fast-paced environment that rewards hard work and self-motivation. 
•     Superior relationship and communication skills (both verbal and written). 
•     Expertise with one or more of Optimizely’s products is advantageous 
•     Working knowledge of Content Management Systems with a baseline knowledge of Cloud Computing, B2B & B2C Commerce solutions as well as related analytic, social and marketing tools. 
•     Ability to work well under pressure, while retaining focus and composure 
•     Drive to learn and share knowledge with customers and teammates 
•     Confident; self-motivated and driven to achieve 
•     Energetic, lively and have an engaging personality and enjoy working in a team environment 
•     Strong work ethic and good organizational skills 

Education

Bachelor's Degree

Competencies