Engagement Manager

Job Summary

The Engagement Manager (EM) will serve as the single point of contact/key interface to our customers. The EM will act as their trusted advisor, internal champion, project delivery manager, escalation contact, and voice to the organization for product enhancement requests.

Essential Functions

  • Partner with Account and Savigent Customer Success and Service’s executives to manage and grow the relationship with assigned accounts.
  • Attain the role of trusted advisor, maintain retention status, execute license penetration, and cultivate expansion of the use of our technology. Contribute to and develop longer-term account growth and solution strategy roadmaps.
  • Engage with customers at all levels and functions to ensure a solid understanding of the customer’s environment and short and long-term business goals.
  • Identify expansion opportunities, cross-sell/up-sell, and provide strategic recommendations to drive customer success, deliver product value, and build loyalty; Ensure renewals and upgrades.
  • Work with client to detail requirements and partner with Savigent Solution Architects and development teams to define solutions and scope work.
  • Leads and delivers projects and Initiatives that impact and help achieve successful deployment of our software
  • Oversee SOW creation, risk mitigation, and project delivery of sold work. Manage customer expectations, collaboration, and alignment to project plans, deliverables, and expected timeline.
  • Ensure Implementation plans and projects are effectively managed, milestones are achieved and execute high customer satisfaction
  • Collaborate with internal SME’s and integration partners to identify new opportunities that support the expansion of the use of the technology and incremental services growth.
  • Conduct regular business review meetings, provide project and customer updates. Document work activities and customer interactions through account planning. Provide revenue and services forecast.
  • Provide ad-hoc troubleshooting, project delivery needs, identification of training needs, and other services. Support activities as required, such as billing resolution, etc.
  • Obtain, evaluate, and communicate customer feedback and serve as a customer advocate to improve product and services and to resolve issues.

Minimum Requirements

  • Bachelor’s degree required, MBA or master’s degree a plus.
  • 10+ years overall experience with 3+ years’ experience working in account management or business development in the manufacturing sector; preferably software sales and licensing.
  • Professional Services background and proven project /program management skills
  • High level of knowledge of manufacturing technology and trends.
  • Track record of building relationships and quickly developing trust with all levels of an organization – operations, IT and C-suite.
  • Proven client support with a solid understanding of the customer’s business and technical environment and business goals.
  • Ability to understand and translate customer requirements.
  • Strong account and/or territory management skills, with project management experience.
  • Critical thinking, analysis, troubleshooting and problem-solving expertise and consultative skills.
  • Proven track record of consistently exceeding expectations and meeting business development goals.
  • Highly motivated, results-oriented with strong skills in presenting, communicating, organizing, multi-tasking and time management.
  • Proficient with Microsoft Office Suite and CRM.
  • Knowledge of Smart Manufacturing, IIOT technologies, Manufacturing systems, lean manufacturing, large, complex, multi-national organizations such as 3M, Cargill, Seagate, TDK and other Fortune 500 Accounts a plus.
  • Ability to travel