Senior Engagement Manager
Minneapolis, MN, USA
USD 96k-162k / year
Introduction
The Senior Engagement Manager at Optimizely plays a crucial role in product onboarding and delivering excellent customer experiences within the Expert Services Organization's Onboarding Team. You will be responsible for ensuring smooth transitions for new clients, addressing any concerns promptly, and continuously working to improve the onboarding process.
Job Responsibilities
- 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.
- Lead multiple simultaneous customer onboarding processes across arange 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.
- 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.
- 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
Knowledge and Experience
- Minimum 5-7+ 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.
- 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.
- Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.
- Familiarity with Optimizely products is a plus.
Education
Bachelor’s degree required, with 5-7+ years of relevant experience.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Total Target Compensation range: $96,000-$162,000
Optimizely considers several factors when extending an offer, including but not limited to the role and associated responsibilities, a candidate's work experience, education/training, and key skills.
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