Engagement Manager

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

📋 Description

• Develop and implement a scalable engagement strategy that promotes user adoption and interaction for a portfolio of clients.

• Conduct meetings and office hours to educate and coach clients on product utilization and best practices aligned with their strategies.

• Provide engagement recommendations based on client usage trends and objectives.

• Monitor product utilization and proactively identify opportunities to enhance or deepen adoption.

• Facilitate individual meetings to assess progress towards goals and uncover new requirements for key accounts.

• Create and implement recovery plans for disengaged accounts.

• Maintain extensive knowledge of PeopleGrove platforms and their new features.

• Convert platform capabilities into actionable recommendations linked to client objectives.

• Train client administrators on relevant features and functionalities.

• Cultivate trusted relationships with client administrators and institutional champions.

• Track adoption and engagement metrics across the client portfolio.

• Identify and recruit referenceable clients for webinars and testimonials.

• Utilize platform usage data to pinpoint risks and modify outreach strategies.

• Report account statuses and trends to the Client Strategist.

• Act as the representative voice of client administrators within PeopleGrove, providing feedback to Support and CS Leadership.

• Collaborate with the Client Strategist to execute the annual strategy for each account.

• Engage in customer education initiatives, including webinars, workshops, and the PeopleGrove Admin Community.

⛳️ Requirements

• Over 3 years of experience in higher education, nonprofit, or SaaS customer success.

• Familiarity with the PeopleGrove platform, preferably as an admin user, is beneficial.

• Comfortable discussing platform strategy and delving into technical details with clients.

• Self-motivated individual aiming to become a platform super-user.

• Excellent written and verbal communication abilities.

• Organized and capable of managing a portfolio of clients alongside competing deadlines.

• Critical thinker with a customer-first mindset.

• Proficient in Microsoft Office, Salesforce, ChurnZero, or comparable CRM tools.

• Bachelor's degree or equivalent experience required.

🏝️ Benefits

• Competitive salary plus annual bonus.

• Flexible PTO and options for hybrid or remote work.

• Comprehensive medical, dental, and vision coverage.

• 401K with generous company match and financial planning assistance.

• Company-paid life and disability insurance.

• Collaborative and purpose-driven culture.