Engagement Manager

Customer Experience

Serve as the primary contact for Optimizely's Product Onboarding team, ensuring a premium onboarding experience for customers. Strong communication skills are essential to articulate thoughts clearly and engage effectively with both technical and non-technical stakeholders.

Manage global clients through comprehensive product onboarding projects, from sales handover to the go-live stage. A strong background in client-facing roles is crucial to ensure effective client engagement and satisfaction. 

Project Management

Lead multiple simultaneous customer onboarding processes across a range of products, aligning business goals with customer use cases and ensuring technical quality throughout the project lifecycle. This includes managing timelines, risks, and stakeholder expectations to deliver a seamless onboarding experience.

Maintain project hygiene by providing regular updates on status and timelines.

Demonstrated experience with project management tools and methodologies.

Stakeholder Collaboration

Work closely with internal teams and external partners to deliver structured onboarding programs with defined goals and timelines. Serve as the main point of contact for customers and implementation partners during onboarding.

Technical Support

Use tools like Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight to manage onboarding projects. Understand customer goals and promote product adoption through continuous learning of Optimizely products and relevant tools

Working Hours: Monday to Friday, 6:00 AM – 2:00 PM Dhaka time [Hybrid] 

Please note: You are not required to come into the office early in the morning; early meetings can be attended from home

Experience

• Minimum 4+ years in customer success and project management within a SaaS/PaaS environment. 
• Must have experience with global clients and managing international projects.
• Proven ability to manage competing priorities, adapt quickly, and respond to shifting customer needs and timelines.

Skills

• PMP certification is a plus; familiarity with Agile, hybrid, and Waterfall methodologies required. 
• Highly collaborative, organized, and execution-oriented with strong communication and presentation skills. 
• Solid project management skills, with attention to detail, timelines, and quality. 
• Strong problem-solving abilities and flexibility in dynamic project settings.
• Proven experience managing multiple projects simultaneously.
• Excellent verbal and written communication in English.

Technical Knowledge

• Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.
• Familiarity with Optimizely products is a plus.

Personal Attributes

• Confident, self-motivated, and eager to learn new technologies.
• Energetic team player with strong work ethic, organizational skills, stakeholder management, and leadership ability.
• Able to thrive in a fast-paced, high-performance environment.