Customer Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and nurture robust relationships with both new and existing clients.

• Comprehend client requirements, deliver support, identify risks and growth opportunities, and guarantee customer satisfaction.

• Implement customer engagement initiatives throughout the customer journey using targeted outbound interactions, customer health metrics, and support resources.

• Conduct product demonstrations, training sessions, and assist in creating or updating client profiles and saved searches.

• Achieve key performance indicators aimed at enhancing account retention, such as contact rates, churn, renewal, and retention ratios.

• Adhere to standard operating procedures for account interactions within standard CRM systems and other relevant tools.

• Assist and empower small to medium-sized business customers, particularly subcontractors, general contractors, architects, and engineers.

• Leverage data, insights, and customer discussions to boost product adoption and foster long-term partnerships.

• Report directly to the Manager of Customer Success.

⛳️ Requirements

• Candidates may be based anywhere within the continental United States.

• Must be legally authorized to work in the United States and not require current or future employment visa sponsorship.

• A background check is mandatory following a conditional job offer.

• Minimum of 2 years of experience in sales, account management, or customer support for SaaS-based software.

• Proficient in Microsoft Office (Word, Excel, PowerPoint).

• Ability to quickly learn and apply SaaS products.

• Basic understanding of the construction industry or the capability to rapidly acquire this knowledge.

• Strong personal integrity and accountability for results.

• Exceptional written and verbal communication abilities.

• Strong relationship-building skills and a customer-centric approach.

• Ability to guide customers on best practices and identify challenges and solutions.

• Empathetic mindset focused on fostering small business growth and customer success.

• Experience in a SaaS environment is preferred.

• Familiarity with CRM or order management systems is preferred.

• Bilingual skills (English/Spanish) are preferred.

🏝️ Benefits

• Uncapped variable bonus.

• Comprehensive benefits package.

• Uncapped commission plans or an annual discretionary performance bonus, where applicable.

• Remote, home-office position.

• Travel less than 10% of the time, with occasional go-to-market or team meetings.

• Reasonable accommodations or assistance available for completing the online application.

• Commitment to equal employment opportunities.