Engagement Manager Clarabridge
The Engagement Manager is a high visibility role that plays a vital part in the growth of Clarabridge. He/she owns the Customer Relationship from introduction of the customer throughout the pre-sales, implementation, support, training, and beyond. The Engagement Manager is also responsible for the overall satisfaction of the customer, as well as identifying and assisting with expanding Clarabridge?s reach within each customer assigned.
Develop and manage the project schedule for any tasks planned with the customer
Build and maintain a strong working relationship with all key customer stakeholders
Manage and identify risks and issues
Create and deliver status reports
Identify and partner with the sales team in the generation of new business within the customer
Provide excellent client communications and responsive follow through on all issues and actions, and act as an advocate for client issues within internal departments
Collaborate extensively with peers, including Engineers and Developers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients
Act as the voice of the customer and represent the customer to Product Management, Engineering, Sales and Executive Management to ensure they fully understand the customer?s needs and that products and services are being developed to meet those needs.
Manage and/or mentor a team of matrix individuals
Travel to customer locations
Other duties as assigned
To perform this role successfully, an individual must be able to perform each duty in its entirety. The requirements listed below are representative of the knowledge, skill and/or ability required.
Bachelor?s or Master?s Degree in Computer Science or related technical area
3 ? 7 years of experience in a customer project management, up-selling and proposal role or equivalent experience
Consulting experience required or experience working for a Customer Experience Management Saas company
Ability to manage/mentor in a matrix environment
Creative problem solving abilities
Technically proficient in order to properly explain technical tasks to non-technical stakeholders
Strong verbal, written, and interpersonal skills are required
Demonstrated ability to research and resolve problems using a variety of resources and tools
Open to working with emerging technologies
Willingness to travel 40-50%, mostly within US, occasional outside US travel
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world?s top brands. As the premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyze, operationalize, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organizations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with measurable ROI; and collaborate on those decisions both internally with stakeholders and externally with customers. With hundreds of CEM implementations, Clarabridge is the 7th fastest growing software company, powering the CEM programs for companies such as B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British Columbia, Intuit, J.D. Power, L?Or-al USA, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy?s International. Clarabridge is privately held with offices in Reston, VA., San Francisco, CA., Miami, FL., and London, UK.
||11400 Commerce Park Drive |
Reston, VA 20191
Connect with the voices that matter most to your businesswith customer experience intelligence from Clarabridge.Investors: Boulder Ventures
, Grotech Ventures
, Intersouth Partners All Jobs: at Clarabridge
|Headquarters:||11400 Commerce Park Drive|
Reston, VA 20191
|Company Profile:||Leading in Customer Experience Management
To give your business the lead in Customer Experience Management (CEM), partner with the leaderClarabridge. With years of development invested in the Clarabridge solution, we're simply the most qualified company to reveal strategic insights hidden in customer feedback across a range of sources.
Unlike other companies that only serve academic or government markets, the Clarabridge focus has always been business, your business, and how we can help you reach your commercial objectives. To give you the customer insight you need, we've worked harder, thought deeper, and developed smarter software than any other vendor in the marketplace.
At Clarabridge, our goal is to help you fully access your customer experience intelligenceand leverage that information to your advantage. By bridging the gap between your customers experience and your brands promise, we provide a unique portal into the human dimension of your business. With this insight, you gain the strategic edge in serving your customers, controlling costs and risk, competing resourcefully, and building profitability.
When you work with Clarabridge, you work with the management team that had guided the companys growth and innovation from the start. Each has had decades of experience, bolstered by successful entrepreneurial ventures and strengthened by prior top-level management experience. Our executives, who include a nationally recognized entrepreneur and a multiple patent holder, are all published authors and frequent speakers at industry conferences.
With a commitment to excellence, partnership model with clients, and fast-paced development processes, Clarabridge is strong from the ground up. Whats more, our financial backing, board advisors, reputation, and partnerships are sound, ensuring our software will evolve to meet your emerging demands.
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