Engagement Manager

Introduction

Onboarding Product Engagement Managers at Optimizely are a key member of the Customer Success & Onboarding team. Their responsibility lies in ensuring the successful execution of the product onboarding strategy, thereby accelerating customers' adoption of Optimizely’s products and solutions that include a full suite of Cloud computing Content Management and eCommerce tools. 

Job Responsibilities

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• 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, Strategy Consultant and Solution Architect and other Customer Success 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, Salesforce, Kantata 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. 
• Please note, this role will require collaborating with stakeholders in North America, so the working hours will be from 4:00pm to 12:00am Dhaka Time. Work week will be Sunday through Thursday.
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Required Knowledge and Experience

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• At least 3+ years of customer success and project management, ideally in a SaaS / PaaS environment.  
• Fluent in English, both verbal and written. 
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.  
• 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.  
• 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).  
• 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.  
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Preferred Knowledge and Experience

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• Direct experience in a project or product management role. 
• Familiarity with Agile and Waterfall project management methodologies is a plus.  
• 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.  
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