Sr Manager, Field Engagement, Emerging Markets

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

POSITION SUMMARY:

The Senior Manager, Emerging Markets plays a vital role in driving market level adoption, utilization, satisfactory and performance execution of company solutions. success, satisfaction and utilization of the company's product solutions. This position focuses on driving field implementation, utilization, satisfaction and operational issues resolution. 

In this high impact role, you will be responsible for guiding clients through the adoption and integration of our products and services into their operational workflows, ultimately leading to measurable business outcomes. The Senior Manager will collaborate closely with internal teams and client stakeholders to support the implementation of enablement strategies that foster client satisfaction, retention, and growth.

In the Emerging Markets Line of Business, we identify, design, develop, and deliver innovative solutions and services that tackle real-world challenges. Your efforts will directly drive profitable growth for Agero, all while ensuring that these solutions are both scalable and sustainable for long-term success.

ESSENTIAL FUNCTIONS:

• Client Engagement & Enablement: Manage relationships with key assigned clients, with a focus on facilitating solution adoption and demonstrating tangible value. Contribute to the design and delivery of enablement programs that align with client objectives and promote product usage.
• Utilization Support: Support the development and execution of adoption plans. Monitor usage data and provide actionable recommendations to empower clients to maximize the value of our solutions.
• Account Growth Collaboration: Partner closely with sales and account management teams to identify and support opportunities for cross-selling and upselling by enhancing client engagement and showcasing product value.
• Cross-Functional Coordination: Collaborate with product, engineering, marketing, and sales teams to share client feedback, contribute to the improvement of training and onboarding resources, and enhance the overall client experience.
• Client Success Metrics: Track and report on key client usage and success metrics. Leverage these insights to support client health assessments, recommend proactive interventions, and contribute to the optimization of enablement approaches.
• Issue Resolution: Coordinate efforts to address client challenges related to adoption or product usage. Facilitate the identification of solutions in collaboration with product and support teams.

JOB SPECIFICATIONS & ROLE BASED COMPETENCIES - KNOWLEDGE, SKILLS AND ABILITIES:

EDUCATION: Bachelor’s degree in Business, Management, or a related field (or equivalent experience). Additional certifications or training in client success or project management is a plus.

EXPERIENCE: 6+ years in a client success, account management, or consulting role, with a strong emphasis on post-sales enablement and solution adoption. Experience in solution consulting or enablement roles focused on increasing product adoption is preferred. Experience managing large-scale client implementations or transformation programs is a plus.

ROLE BASED COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES):

• Leadership: Demonstrated ability to guide client-facing initiatives and contribute effectively to cross-functional projects. Capable of mentoring junior