Senior Engagement Manager

Optimizely•St. George, UT

22h•$96,000 - $162,000

About The Position

The Senior Engagement Manager works on Optimizely’s Expert Services Organization Onboarding Team, supporting product onboarding and delivering excellent customer experiences. The role manages global clients through comprehensive onboarding projects, from sales handover through go-live, and helps ensure new customers transition smoothly, have concerns addressed promptly, and achieve adoption of Optimizely products. The position leads multiple onboarding projects across a range of products, aligning customer business goals with use cases while maintaining technical quality. It involves managing schedules, risks, stakeholder expectations, and project status, as well as collaborating with internal teams and external implementation partners. The Senior Engagement Manager serves as a primary contact for customers during onboarding and uses project and customer-management tools to coordinate work and promote product adoption.

Requirements

Bachelor’s degree.
5–7+ years of relevant experience in customer success and project management within a SaaS/PaaS environment.
Experience working with global clients and managing international projects.
Ability to manage competing priorities, adapt quickly, and respond to changing customer needs and timelines.
Familiarity with Agile, hybrid, and Waterfall methodologies.
Strong project management skills, including attention to detail, timelines, and quality.
Experience managing multiple projects simultaneously.
Strong verbal and written communication in English.
Strong communication and presentation skills.
Collaborative, organized, and execution-oriented approach.
Problem-solving ability and flexibility in dynamic project settings.
Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.

Nice To Haves

PMP certification.
Familiarity with Optimizely products.

Responsibilities

Serve as the primary contact for Optimizely’s Product Onboarding team and ensure a premium onboarding experience for customers.
Manage global clients through product onboarding projects from sales handover to go-live.
Lead multiple simultaneous customer onboarding processes across a range of products.
Align business goals with customer use cases and ensure technical quality throughout the project lifecycle.
Manage project timelines, risks, and stakeholder expectations.
Maintain project hygiene by providing regular updates on project status and timelines.
Work with internal teams and external partners to deliver structured onboarding programs with defined goals and timelines.
Serve as the main point of contact for customers and implementation partners during onboarding.
Use Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight to manage onboarding projects.
Understand customer goals and promote product adoption through continuous learning of Optimizely products and relevant tools.
Communicate clearly and engage effectively with technical and non-technical stakeholders.