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Engagement Manager

Company: Qualtrics Clarabridge
Location: Reston
Posted on: January 16, 2022

Job Description:

About us:At Clarabridge we support your autonomy, independence, and growth. As a purely commercial firm, there are no timecards or clearances, and we offer unlimited PTO and flexible work arrangements. Professional development opportunities include conference travel and dedicated time for independent projects. Perks include free coffee, sodas, and snacks, a pool table, waffle Fridays, a gym, and proximity to the Wiehle Avenue Metro station. Finally, as a member of an engineering team at a medium-size company, you will be able to have significant direct impact on technology and customers and will help shape the direction of our product at Clarabridge. We are proud to be recognized with a Glassdoor Employees' Choice Award for the Best Places to Work in 2022.
About the Role:
The Engagement Manager (EM) is part of our Global Professional Services organization and is a high visibility role that plays a vital part in the growth of Clarabridge. As an EM you will be responsible for program delivery across a portfolio of key customers - including collecting business and technical requirements, documenting desired business outcomes, and representing achieved business value to leadership and stakeholder executives. It is the responsibility of the EM to ensure that Clarabridge is delivering value to the customer in accordance with the plan established in the Statement of Work (SOW) as well as throughout the ongoing partnership.
What You'll Do:

Work with clients to define and document stakeholder's business requirements, understand key business challenges, and develop the customer's vision into a value-based solution.
Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle. This includes managing staffing, maintaining implementation plans, identifying risks & issues, and setting clear project & timeline expectations with clients.
Provide polished and timely client communication and responsive follow through on all issues, actions, and escalations.
Lead collaboration with Professional Services teams such as Business & Technical Consultants in delivery of insights-driven business recommendations. Support and influence cross-functionally among groups such as Product, Sales, Marketing, Security and Engineering
Build and maintain multi-level client stakeholder relationships to ensure customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings.
Contribute to a growing knowledge network of best practices and methodologies that improve the effectiveness of our team and the information available to our clients.
About You:

Bachelor's degree with 5+ years of experience in a management consulting, CX, technical account management role, OR a master's degree with 3+ years' experience in a management consulting, CX, technical account management role
Track record of success in building customer relationships at multiple levels of a clients' organization
Technical understanding of data integrations
Experience with data analytics & visualizations
Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
Ability to properly explain technical tasks to non-technical stakeholders
Ability to multi-task as he/she will be expected to work on multiple engagements/initiatives simultaneously.
Advanced Microsoft Office Suite skills including Outlook, Word, Excel, PowerPoint. (Project management tools & Jira - Plus)
Willingness to travel up to 10% or as customer requires

Keywords: Qualtrics Clarabridge, Reston , Engagement Manager, Executive , Reston, Virginia

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