Customer Engagement Manager - Remote

Overview

The Customer Engagement Manager is a key member of our Go to Market organization responsible for educating and empowering our existing SMB customers to realize value through their partnership with Dodge. The Customer Engagement Manager supports the customer experience through proactive outreach and solution-oriented approaches providing value-based data, best practices, and insights to customers to improve retention and customer experience.

In Short

• Build and maintain strong relationships with existing clients to understand their needs, provide support and ensure customer satisfaction.
• Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools.
• Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools.
• Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased.
• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts.
• Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements.
• Develop and execute strategic account plans for customers, focusing on objectives, tactics and timeliness to maximize growth and retention.
• Contact and secure upcoming renewals at least 120 days in advance of maturity date.
• Provide training and support to customers on using products or services effectively.
• Attain all KPIs designed to improve retention, including contact rate, churn, and renewal and retention ratios.

Requirements

• 2+ years of relevant sales, account management, or support experience supporting SaaS based software.
• Proficiency in desktop software programs (Word, Excel, PowerPoint).
• Ability to learn SaaS products.
• Basic construction industry knowledge or ability to learn construction industry knowledge.
• Technical skills.
• Superior personal integrity and ownership of outcomes.
• Exceptional communication skills.
• Relationship building and client-centric skills.
• Ability to coach customers on best practices and uncover pain and solution.
• Empathetic small business growth mindset to identify meaningful opportunities for customers benefit.

Benefits

• Market competitive salary.
• Comprehensive benefits.
• Uncapped commissions plans or an annual discretionary performance bonus for applicable roles.