Lead Engagement Manager

Introduction

The Engagement Manager role at Optimizely is a crucial position within the Customer Success Organization's Onboarding Team. The primary responsibility of this role is to ensure the successful execution of product onboarding.

Job Responsibilities

• Ensuring a high-quality customer experience as the initial point of contact for the Optimizely Product Onboarding team.
• Implementing and ensuring a 'white glove' product onboarding experience for customers
• Managing clients through comprehensive product onboarding projects from the sales handover to the go-live stage.
• Collaborating closely with internal and external stakeholders to provide a well-organized program with clear goals, timelines, processes, and the global CSM org. 
• Serving as the primary point of contact for customers and implementation partners during the onboarding phase of the customer lifecycle.
• Managing multiple simultaneous customer onboardings, including multiple products at one time, while balancing priorities of business objectives, use cases, customer satisfaction, and technical quality.
• Collaborating with other onboarding team members to ensure successful onboarding of the customer's full scope.
• Responsible for discovering product requirements, advocating for the customer, and integrating Optimizely products, working closely with a solution consultant, strategy consultant, and solutions architect.
• Maintaining project hygiene by providing ongoing status and project plan updates throughout onboarding.
• Responsible for including the correct global resources if additional technical support is needed using tools such as Microsoft Teams, Zendesk, Jira, and Gainsight.
• Encouraging product adoption through a comprehensive understanding of the customer's goals and maintaining base product knowledge to provide consistent and up-to-date delivery of all products in the portfolio.
• Maintain expanding product knowledge to provide consistent and up to date delivery of all products across the Optimizely suite (DXP, Optimizely Data Platform, Experimentation etc.)
• Attend product open houses in order to understand upcoming releases and features and apply those finding to incoming programs
• Join pre-sales scoping calls to formulate custom packages and contribute to creating SOWs, working closely with the solution consultant, strategy consultant, and solutions architect.  (Senior level only)
• Effectively manage relationships with our Onboarding Delivery Partners. Manage administrative tasks related to Partner Onboarding Deliveries.
• Build relationships and effectively collaborate with our Customer Success, Sales and Partner Organizations in region
• Create visibility and share regular Onboarding Updates with the broader APAC team

Knowledge and Experience

• Possess a Bachelor’s degree (or equivalent work experience)
• Minimum of five years of experience in customer success and project management, preferably in a SaaS/PaaS environment.
• Capable of handling multiple competing priorities, adapting quickly, and responding to customer requests and timeline changes.
• Excellent communication and presentation skills
• Possess a good understanding of operational infrastructure, processes, and tools of a modern Digital Experience Platform
• Strong stakeholder management and leadership skills. Solid experience leading discussions with customers and clients and leading and facilitating workshops.
• Excellent project management skills, emphasizing attention to detail, timelines, and work quality. Familiarity with Agile and Waterfall Methodologies is a plus.
• Familiarity with Optimizely (or other leading A/B testing platforms) is a plus
• Ability to travel domestically up to 20% of the time to visit customers

Education

Bachelors degree (or equivalent)

Competencies