Engagement Manager

Duties & Responsibilities

• Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.

Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.

Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.

Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.

Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.

Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.

Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.

Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.

Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.

Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.

Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.

• Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.

Required Skills & Experience

• Bachelor’s degree in a related field or equivalent experience.

Bachelor’s degree in a related field or equivalent experience.

5+ years of client-facing experience in a services or software vendor role (preferably SaaS).

Proven success in SaaS engagement, retention, and growth with enterprise-level customers.

Track record of delivering adoption, renewals, expansion, and business value realization.

Strong stakeholder management skills and ability to build trust with senior executives.

• Excellent communication and presentation skills for executive-level audiences.

Excellent communication and presentation skills for executive-level audiences.

• Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.

Demonstrated empathy for customers and a strong sense of urgency in meeting their needs.

Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence).

• Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred.

Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred.

Preferred Skills & Experience

• Ability to translate complex data and analytics into clear, compelling narratives for business audiences.

Ability to translate complex data and analytics into clear, compelling narratives for business audiences.

Experience with data analytics and visualization tools (e.g., Power BI, SQL).

Working knowledge of modern data workflows and integrations (e.g., APIs, SFTPs, data pipelines).

Background in utility or energy sectors is a plus.

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