Customer Engagement Manager
About The Position
We are hiring an experienced team player who serves as a trusted advisor, thought leader, and focal point to manage and improve customer satisfaction on our most important accounts. The Customer Engagement Manager will manage multiple stakeholders (internal and external), communicate roadmaps for projects and initiatives, lead with a solutions-based mindset, and execute on goals. They also have a strong passion for the data ecosystem and for deeply understanding our customer's business needs and objectives. The Customer Engagement Manager understands the balance between meeting our customer’s goals and Raymond capability. This includes managing gathering and prioritizing product and customer requirements, defining the product vision and roadmap, and collaborating closely with cross functional teams including our Solution & Support Centers (S&SC’s) to deliver industry leading solutions.
Requirements
- Bachelor’s degree in business administration, marketing, engineering or related field required.
- 6 + years of broad experience in product management, product marketing, product engineering, or an analytical role.
- Possess a sense of urgency to meet or exceed customer requirements and quality expectations.
- Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization including senior and executive level staff as key to success.
Responsibilities
- Focus on our largest customers, work closely with internal dedicated Directors and account teams, as well as build strong connections and relationships with customers on a daily basis.
- Communicate clearly and drive conversations with customers to demonstrate alignment between customer needs Raymond and S&SC solutions, promoting identified opportunities for growth.
- Work with cross-functional teams to amplify the voice of the customer and escalate their needs, issues, and requests to the proper internal teams and S&SC’s delivering on time solutions.
- Schedule and lead recurring weekly, monthly, and QBR meetings depending on the customer success plan and engagement strategy. Build & deliver customer facing material with a high attention to detail and limited review.
- Determine current and future customer and market needs through market intelligence and voice of customer efforts. Amiable personality, able to think and act from both customers and Raymond’s perspective.
- Work closely with engineering, project, and product management for product roadmap, strategic product planning, RFP response, and life cycle management. Act as an interface to champion the development of next generation solutions and services.
- Engage with and provide direction to senior management on business needs, challenges, opportunities, RFPs and financial implications. Create programs, strategy, and content to increase market share and revenue.
- Prioritize tasks, manage multiple activities, monitor project progress, and report program statuses to customer and executive management in a timely fashion. Escalate situations as required.
- Meet customer requirements and commitment to customer service & satisfaction with a sense of urgency.
- Demonstrate sophisticated business judgment on both the part of the Sales and Service Center and the Company.
- Cultivate a collaborative regional & local team culture that promotes accountability, innovation, and continuous improvement.
- Provide input to senior management on pricing, product development, and marketing initiatives based on market feedback and sales trends.
Benefits
- Competitive Salary
- Generous Paid Time Off and 13 Paid Holidays
- Affordable Medical plans and no-cost Dental & Vision options
- 100% 401(k) match up to 6%
- Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
- Tuition Assistance Program
- Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
- Recognition and Kaizen (continuous improvement) Reward Programs
- Meaningful opportunities for personal and professional development
- Best in class work culture!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
