Lead Engagement Manager

Introduction

The Lead Engagement Manager at Optimizely is a critical leadership role within the Customer Success organization's Onboarding Team. This position is responsible for overseeing the successful execution of product onboarding, driving strategic initiatives, and ensuring a seamless customer experience. The Lead Engagement Manager will lead complex projects, mentor junior team members, and spearhead strategic initiatives to enhance the onboarding process. 

Job Responsibilities

Mentorship: 

• Foster a collaborative and high-performance culture within the team, encouraging innovation and continuous improvement. 
• Act as a role model for the team, demonstrating best practices in customer engagement and project management. 
• Strategic Planning and Execution:
  • Develop and implement strategic plans to enhance onboarding, ensuring alignment with organizational goals. 
• Drive continuous improvement initiatives to optimize onboarding efficiency and customer satisfaction. Lead cross-functional teams to develop and execute strategic initiatives that support the company's growth and customer success objectives. 

Customer Engagement: 

• Serve as the primary point of contact for high-profile customers and implementation partners during the onboarding phase. 
• Manage complex, multi-product onboarding projects, balancing business objectives, customer satisfaction, and technical quality. 
• Build and maintain strong relationships with key customers, ensuring their needs are met and expectations exceeded. 

Stakeholder Collaboration: 

• Collaborate closely with internal and external stakeholders, including sales, product, and technical teams, to ensure a well-organized program with clear goals, timelines, and processes. 
• Advocate for customer needs and ensure their requirements are met throughout the onboarding process. 
• Represent the onboarding team in executive meetings and strategic planning sessions. 

Project Management: 

• Oversee multiple simultaneous customer onboardings, ensuring timely and successful project completion. 
• Maintain project hygiene by providing ongoing status and project plan updates. 
• Implement best practices in project management to ensure consistency and quality across all onboarding projects. 

Technical Expertise: 

• Utilize tools like Microsoft Suite, Salesforce, Zendesk, Jira, and Gainsight to manage onboarding projects effectively. 
• Encourage product adoption by comprehensively understanding customer goals and maintaining up-to-date knowledge of Optimizely products. 
• Provide technical leadership and guidance to the team, ensuring they have the necessary skills and knowledge to succeed. 

Pre-Sales and Scoping: 

• Participate in pre-sales scoping calls to formulate custom packages and contribute to creating Statements of Work (SOWs). 
• Work closely with solutions consultants, strategy consultants, and architects to ensure successful project scoping and execution. 
• Lead the development of innovative solutions to meet complex customer requirements. 

Knowledge and Experience

Experience:

• Minimum of seven years of experience in customer success and project management, preferably in a SaaS/PaaS environment.
• Proven track record of handling multiple competing priorities and adapting quickly to changing customer needs.
• Demonstrated experience leading and mentoring teams, focusing on professional development and performance management.

Skills:

• Highly collaborative, organized, and execution-oriented with solid presentation skills.
• Excellent project management skills, focusing on attention to detail, timelines, and work quality.
• Familiarity with Agile and Waterfall Methodologies is a plus.
• Exceptional problem-solving skills and the ability to be flexible in project situations.
• Superior relationship and communication skills, both verbal and written.
• Strong strategic thinking and analytical skills, with the ability to develop and implement effective plans.

Technical Knowledge:

• Expertise with one or more of Optimizely's products is advantageous.
• Working knowledge of A/B testing, Experimentation, Content Management Systems, Cloud Computing, B2B & B2C Commerce solutions orweb technologies.
• Basic technical knowledge of related analytic, social, and marketing tools.

Personal Attributes:

• Confident, self-motivated, and driven to achieve.
• Energetic, lively, and enjoy working in a team environment.
• Strong work ethic and good organizational skills.
• Exceptional stakeholder management and leadership skills.
• Ability to thrive in a fast-paced environment that rewards hard work and self-motivation.

Education

Bachelors degree (or equivalent)