Job Description

ACCOUNT ENGAGEMENT MANAGER

Position Summary:

This position serves as our customers' primary point of contact and ensures they can effectively use our platform. It provides support and guidance to our customers as needed, identifies new growth opportunities, documents user stories and use cases to enhance the platform's value, and develops solutions that align with its capabilities. Additionally, the role is responsible for detailing requirements and working closely with the development team to incorporate customer feedback into our platform's roadmap.

Responsibilities:

• Customer Success and Relationship Management: Develop and sustain productive relationships with key customer stakeholders. Serve as a trusted advisor, providing proactive support and guidance to maximize their platform experience.
• Platform Advocacy and Adoption: Monitor and analyze customer engagement and platform usage to identify areas for improvement and increased functionality. Facilitate smooth onboarding processes and ongoing education to ensure optimal platform utilization.
• Strategic Collaboration: Interface between customers and our product and development teams, translate business needs into technical actions. Drive the incorporation of user feedback into the product roadmap, advocating for features that enhance user satisfaction and engagement.
• Technical Documentation and Analysis: Build comprehensive use cases, user stories, and solution frameworks that detail customer needs and anticipated platform enhancements.
• Performance Measurement: Track key performance indicators related to customer engagement and success. Use data-driven insights to steer continuous improvements and specific customer strategies.
• Industry Expertise: Build a deep understanding of the electronics industry supply chain, including trends, challenges, and opportunities, to better align our solutions with market needs.

Qualifications:

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
• Professional Experience: At least one year in customer engagement or account management roles within the B2B SaaS sector. Demonstrated success in managing client relationships and leading project implementations.
• Technical Proficiency: Working understanding of API integrations, SaaS architectures, and Agile methodologies. Experience in documenting technical requirements and conducting system validations.
• Soft Skills: Exceptional communication and interpersonal skills. Proven analytical abilities with a focus on delivering results and achieving customer satisfaction.
• Tools and Technologies: Proficiency with CRM systems, modern software development tools, and customer engagement platforms.

Other Requirements:

• We operate with a hybrid work model. The role requires two days a week of in-office time (Wednesday and Thursday).
• Some travel is required. Up to 20% of the time to support customer needs and engagements.

Why Join Us?

• Be at the forefront of technological innovation in the Electronics Industry supply chain.
• Thrive in a role that offers a unique blend of technical and client engagement responsibilities.
• Collaborate with a passionate team committed to excellence.
• Enjoy a culture that values curiosity, problem-solving, and the continuous pursuit of knowledge.

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