Senior Engagement Manager

About the Role:

We are seeking an experienced Senior Engagement Manager to join our team and play a pivotal role in working with our customers to build and scale our fast-growing product to shape the future of Aviatrix adoption in the Cloud Networking industry. The ideal candidate will have a strong understanding of customer management principles and practices, as well as ideally experience with enterprise software. You will be responsible for owning customer engagements from kickoff onwards and working closely with internal cross functional teams across implementation, adoption, retention and expansion project work. 

Scope of the Role:

• Work with customer account leaders to determine and execute the overall strategy, manage relationships with day-to-day delivery teams, and drive business impact
• Work with implementation and solution engineering teams to deliver value realization through projects for prescriptive onboarding and adoption 
• Partner with the customer team to understand their internal operations and pain points and understand where Aviatrix can have the biggest impact beyond initial implementations. 
• Oversee customer onboarding, execute business review, and manage long term health of the customer base
• Own day to day delivery and manage project timelines and customer deliverables
• Manage the long-term health of the customer base by identifying and preempting areas of risk or concern
• Create an effective feedback loop between the customer team and internal teams
• Strategically identify ways we can make customer success repeatable and solve issues for future customers

Required Skillsets and Acumen:

• Reach trusted advisor status by anticipating the customer’s needs and becoming the “go-to” person for best practices and reference architecture advice to achieve their business outcomes.  
• Take ownership and manage a customer portfolio across many industries and solution patterns. Understand and relay trends in your customer portfolio and provide recommendations to our business for maximized results.
• Develop strategic relationships with stakeholders (VP and up) to understand a customer’s business. 
• Organize, develop content, and lead compelling customer business reviews and executive sessions to better understand their business and technical needs while showcasing ROI to influence your stakeholders.
• Plan for customer events and launches, partnering with Product and Engineering to ensure customer success during critical moments. Work with Customers and Support to guide issues/escalations to resolution.
• Organize and lead customer onboarding to identify stakeholders, customer needs, and potential challenges. Validate the success criteria, and where needed, re-level the customers’ expectations to ensure success.
• Utilize your project management skills to drive our customer lifecycle while paying strict attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
• Create, own, and maintain customer scorecards to inform stakeholders, drive adoption, and message the value delivered by Aviatrix.
• Ensure open lines of communication with proactive value-added outreach to maintain your contacts and become the post-sales main point of contact.
• Maintain and leverage the knowledge of your customers’ environments and use cases to help Support and Services better serve your customers while influencing Aviatrix’s roadmaps.
• Identify and mitigate risks and blockers to product adoption to prevent revenue and account churn.
• Advocate for your customer as you coordinate across Sales, Product, Services, and Support to drive success and become the voice of the customer.
• Organize, develop content, and lead compelling customer business reviews that influence your stakeholder and showcase ROI

Ideally, you’d have:

• 5+ years of TAM or program management experience with technical aptitude. Prior hands-on technical experience is a strong plus.
• 4+ years of consulting or customer engagement experience
• Well-organized, excellent work ethic, attention to detail, self-starting and a willingness to learn.
• Strong written and verbal communication skills
• Skilled at driving the deployment of software products or solutions to large and dynamic enterprise companies
• Skilled and demonstrated success working in a remote culture
• Thrives by having regular interactions with customers and is proactive in their outreach

• 2+ years of direct technical experience or experience working closely with engineers on technical