Customer Engagement Manager

Role

At Nexla, we’re building a world-class Customer Engagement team, where each individual is motivated to delight customers while working in a fast paced, highly collaborative team. As a Customer Engagement/Success Manager at Nexla  you will play a vital role in ensuring our customers' success, adoption and satisfaction with the Nexla platform. You will be responsible for leading the implementation of Nexla, working closely with customers to understand their unique business requirements, and owning the customer relationship post implementation. Your expertise and guidance will enable customers to maximize the value they derive from Nexla, ensuring a seamless and efficient customer experience.

Responsibilities

Customer Engagement & Relationship Management:

• Engage with customers to gather and analyze data operations requirements.
• Collaborate with the sales team to understand customer needs, define success, and exceed expectations.
• Serve as the main point of contact for customers during the implementation phase.
• Continuously monitor and measure customer satisfaction.
• Post-implementation, transition into a Customer Success Manager (CSM) role, focusing on understanding challenges, identifying pain points, and recognizing opportunities for expansion.
• Drive a measurable increase in Nexla’s adoption within customer organizations.

Project & Implementation Management:

• Develop a comprehensive implementation project plan.
• Work closely with the Sales team to understand the scope of work and help build a Scope of Work (SOW).
• Be responsible for all aspects of project management and coordination, including scope and change request management.
• Work closely with project sponsor and stakeholders in defining project goals and objectives, and planning/delivering the project.
• Work closely with customers and internal teams to develop, execute, and monitor implementation/deployment plans.
• Conduct kick-off meetings to establish and communicate project plans, milestones, goals, and processes.
• Lead product implementations and collaborate with Nexla Solutions Engineers and Architects.
• Ability to manage multiple projects simultaneously and multi-task in a dynamic environment.

Product & Technical Enablement:

• Collaborate with the Solutions team to conduct product training sessions and workshops.
• Assist support team members on critical showstoppers, complex use cases/issues.

Cross-functional Collaboration:

• Collaborate with cross-functional teams, including Sales, Product Development, Solutions, and Support.

Qualifications

• Geographic Coverage: Customer coverage for the US East Coast. Ability to overlap working hours for this region.
• Education:
• Masters/Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
• Experience:
• At least 8 to 12 years experience in Professional Services, Engagement Management, Project Delivery or Customer Success Management or similar roles within the B2B SaaS industry.
• Technical & Industry Knowledge:
• Solid understanding of data operations and the challenges faced by businesses in managing and leveraging data effectively.
• Familiarity with SaaS platforms and technologies, preferably in the data operations or data management space.
• Core Skills:
• Strong project management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset and problem-solving abilities, with a keen attention to detail.
• Demonstrated ability to work independently and as part of a team in a fast-paced, hustle and get things done environment.
• Customer-focused mindset with a passion for driving customer success and delivering exceptional service.