Senior Manager, Engagement Management
Optimizely
London, UK
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential!
To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
Manage and lead a team of Engagement Managers and portfolio of launches across North America.
Job Responsibilities
Revenue recognition for onboarding DXP clients
Implement and ensure a ‘white glove’ experience for customers as a strategic representative of the Optimizely Global Onboarding and Solution Consulting team.
Serve as escalation point for portfolio of launches, and primary point of contact for enterprise and strategic customers
Manage Enterprise customer’s relationship while they implement Optimizely suite of products.
Lead the collaboration across Onboarding, Educational Services, Solution Consulting, and other technical teams while acting as an advocate for the customer and partners while integrating multiple Optimizely products.
Ability to work cross-functionally throughout Optimizely and collaborate effectively to achieve client strategic objectives.
Ability to drive adoption of Optimizely products across the enterprise, advise and guide customers and partners on best-practice approach.
Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests, and balance priorities of business results, customer satisfaction, and technical quality.
Strategically understand and maintain expanding product knowledge to provide consistent communication with all internal and external teams.
Collaborate closely with implementation partners ensuring they receive a highly organized program with detailed goals, timelines, and processes.
Knowledge and Experience
'Experience leading enterprise engagements in a top management consulting firm, digital agency, or SaaS company.
Highly collaborative, organized, and execution-oriented with strong presentation skills.
At least 5+ years of customer success or project management, ideally in a SaaS / PaaS environment.
Demonstrated ability to communicate with technical, non-technical and executive personnel.
Excellent relationship management and project management skills with an emphasis on attention to detail, timelines, and quality of work.
Exceptional problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.
Superior relationship and communication skills (both verbal and written).
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.
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, empathetic, and have an engaging personality and enjoy working in a team environment.
Strong work ethic and good organizational skills.
Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
Education
Bachelor's degree preferred or equivalent work experience
Competencies
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.
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