Sr Customer Engagement Manager

Description

 

MATRIXX Software was founded to transform business by providing next-generation, cloud native digital commerce solutions. We help many of the world’s largest communications companies, IoT players and emerging digital service providers evolve from what they are today to what they want to become. Integrity is partnered with this evolution and is woven into all our efforts. We build with integrity. We sell with integrity. We have high standards – for ourselves and for our customers.Customer Engagement Manager

You are a critical catalyst of customers’ adoption of our product and solutions to drive customer defined strategic and operational business outcomes.  You engage as the primary cross-organizational point of contact, establishing relationships from the C-Suite to the Operations teams. You jointly develop and manage a set of standard methodologies and engagement processes for their specific relationship with MATRIXX. You will establish measurable, repeatable operating framework driven by KPI’s, documented objectives and deliverables, and an engagement cadence to ensure alignment and execution to the agreed upon plans. The primary measures of success are a combination of NPS/C-Sat, number of active subscribers/devices, renewal rate & growth. You have an in-depth knowledge of indicators of success, bringing to bear data and your analytical aptitudes to guide changes, updates, and improvements. You are the primary point of business escalation and must know where the necessary data and information can be sourced as well as the relationships necessary for successful engagement within the customer. You are their strongest advocate within and across MATRIXX, while ensuring their needs and expectations are aligned with MATRIXX primary objectives and goals. You work in concert with the Account Manager and will be the primary point of contact for MATRIXX escalation.

Responsibilities:

  • Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
  • Act as a change agent for driving digital transformation and advancing innovation based on MATRIXX technology and services.
  • Develop a positive relationship with customer shareholders, channel partners, and executive sponsors to drive product adoption and become a trusted advisor
  • Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
    • Use key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Be a customer advocate in influencing product roadmap and improvements
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to resolve client concerns
  • Work with the support team and across internal and customer function to proactively identify and address risks to meeting business or market objectives as well as operational objectives. Focus is on how the functions are executing and operating as a whole within and for the customer.
  • Coach customers on how to establish and implement MATRIXX centered change management, governance, and center of excellence programs
  • Address and associate business benefits to align with emerging and evolving needs

Required Experience:

  • 10+ years working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
  • Strong consulting and project management skills, with validated results working as a reliable advisor to drive business value for customers
  • Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure)
  • Domain expertise within the BSS space
  • Highly data-driven with a dedication to following the process
  • Passionate about driving and tracking a consistent engagement process with customers
  • The ability to multi-task and work in a dynamic environment with constant change to address emerging risks and challenges
  • Flexibility for travel up to 50% of your time

What makes MATRIXX different?Anyone can be in the systems replacement business, but that’s not what we do.  We are in the reinvention business – re-inventing BSS and the customer experience for the 5G world that’s coming.  A tall order some would say, but when companies ask “Isn’t good enough, good enough?”  we answer “Settling for what’s good enough today, won’t help you win for tomorrow.”  Our cloud native digital commerce platform is leading the way with agility, precision and performance into the next generation of customer experience.