Customer Engagement Manager

🔥 2 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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GoGuardian

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📚 Education

💰 $200M Private Equity Round on 2021-08

Consulting • Healthcare • Education

GoGuardian helps thousands of K-12 schools maximize the learning potential of every student by creating safe and effective digital learning environments. Our technology products help educators inspire curiosity in the classroom, support student mental health, and protect students from harmful or distracting content. Today, over 7 million students are safely exploring more of the internet with the industry’s most advanced device management platform. That’s why GoGuardian is the fastest growing education company in the U. S.

📋 Description

• Identify and support strategic and at-risk customers with Customer Success • Maintain a data-informed view of customer engagement, adoption, and churn risk • Participate in customer meetings and product discussions • Examine dashboards and customer/product usage data to identify declining engagement and churn signals • Investigate customer history, product usage, and other relevant signals to identify root causes • Develop actionable findings and recommendations based on customer and product data • Track the impact of actions and maintain a list of customers requiring attention • Bring customer findings, recurring issues, and product opportunities to Product Managers • Partner with Product Management to investigate customer problems and validate solutions or workflows • Capture and synthesize customer feedback, enhancement requests, and recurring product challenges • Work with Solutions Engineering and Engineering on technical investigations and resolutions • Validate new features and workflows with customers • Collaborate with Sales, Customer Success, Solutions Engineering, Product, and Engineering • Troubleshoot customer-reported product and data issues and coordinate resolution • Support customer data onboarding, integrations, and account maintenance • Communicate issues and findings to technical and non-technical stakeholders • Follow issues through resolution and keep customer-facing teams informed

🎯 Requirements

• 3 to 5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS role • Experience working directly with U.S.-based customers and confidently leading customer conversations, presentations, and business reviews • Experience supporting or retaining strategic or at-risk customers and understanding customer engagement or churn risk • Experience using customer, product, or business data to identify risks, investigate customer behavior, and inform actions • Strong investigative and problem-solving skills • Familiarity with customer-facing web applications, data integrations, APIs, and common web technologies • Ability to work effectively with Sales, Customer Success, Product, Solutions Engineering, and Engineering teams • Strong communication, relationship-building, and organizational skills • Ability to manage multiple customer engagements and priorities • Comfortable learning new products, workflows, and technical concepts quickly • Proactive and comfortable taking ownership of problems in a fast-paced, changing environment • Ability and willingness to regularly work during required U.S. working hours • Experience in K-12 education technology (nice to have) • Experience working with enterprise, strategic, or at-risk customer accounts (nice to have) • Familiarity with student information systems (SIS), rostering systems, assessment platforms, or education data (nice to have) • Experience with SQL, APIs, data integrations, reporting tools, BI platforms, or CRM systems (nice to have) • Experience with Google Sheets or Excel, Tableau, Power BI, or similar analytics tools (nice to have)

🏖️ Benefits

• Competitive pay • Health insurance • Accident insurance • Life insurance • Retirement savings plan • Paid annual leave • Paid holidays • Paid parental leave • Paid leave for life events • Paid year-end holiday break • Work from home funds • Wellness checks • Professional growth benefits • A varied and challenging role in an innovative, global company • Supportive, driven colleagues

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