Strategic Engagement Manager

🕒 il y a 20 jours

🔔 Pennsylvania, Rhode Island, +3 états de plus – Distant

🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $150 000 - $160 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

🦅 Parrain de Visa H1B

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Gainsight

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2013

☁️ SaaS

🤝 B2B

🤖 Intelligence artificielle

SaaS • B2B • Artificial Intelligence

Gainsight est un leader dans le domaine des plateformes de Customer Success, reconnu dans le Magic Quadrant de Gartner® de 2024. Il offre une suite complète de produits conçus pour améliorer l'engagement client, stimuler la rétention et accroître la croissance de l'entreprise. La plateforme de Gainsight fournit des insights en temps réel, alimentés par l'IA, à travers les interactions avec les clients, permet des stratégies dirigées par le digital pour le succès client, et optimise l'adoption des utilisateurs grâce à des engagements in-app et des analyses de produits. L'entreprise vise à consolider les données clients, aligner les équipes commerciales et créer des communautés clients efficaces. Avec un focus sur la mise à l'échelle des parcours clients à l'aide de l'IA tout en maintenant les éléments humains, Gainsight sert une large gamme d'industries grâce à ses solutions de gestion du succès client.

Description

• Architect, orchestrate, and ensure delivery of large-scale, cross-functional initiatives that drive measurable business outcomes and maximize client success and Gainsight value. • Guide the design of scalable program governance, delivery, and measurement approaches, ensuring optimal resource deployment, margin optimization, and client satisfaction. • Execute multi-workstream software and services projects for existing customers at a program level. • Represent Gainsight as an executive sponsor in critical customer forums, executive business reviews, and SteerCo sessions, influencing decisions and building customer advocacy. • Represent Gainsight as the executive point of escalation, negotiating complex issues and ensuring client relationships remain strong and mutually beneficial. • Partner with executive sponsors (both client and Gainsight) to define both short and long-term program roadmaps and drive alignment between client business outcomes and Gainsight’s offerings. • Build and nurture trusted, executive–level relationships within client organizations, advocating for strategic partnership and executive alignment. • Support the definition of long-term account strategy by anticipating evolving client business objectives and proactively identifying opportunities for value delivery, innovation, and expansion. • Partner with internal stakeholders to identify and secure strategic cross-functional resources, influence product direction, and drive company-wide alignment for key accounts. • Serve as a visible leader and mentor within the Professional Services organization—coaching, developing, and elevating program management excellence and thought leadership. • Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends. • This role may require occasional travel (20%) for customer onsite meetings, team meetings, training, or company events.

🎯 Exigences

• Bachelors Degree (or equivalent experience) and/or 10 years of related experience • 10+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success • Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments • Strong communication, presentation, and consultative skills for technical, business, and executive audiences • Executive-level stakeholder management and advisory experience (C-suite engagement required) • In-depth knowledge of both waterfall and agile project management methodologies and tools • Proven ability to design and scale program and project management frameworks or methodologies across a professional services organization • Expert proficiency in program/portfolio management tools, CRM software, and data analytics platforms • Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite) • Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence. • Project Management certification (PMP, PRINCE2, or equivalent) preferred • Experience implementing Customer Success or CRM platforms (e.g., Gainsight, Salesforce) • Familiarity with SaaS metrics, subscription-business models, and change-management frameworks (e.g., Prosci, ADKAR)

🏖️ Avantages

• Fully covered medical premiums (employee-only) • Flexible PTO • 401(k) plan • Dental and vision coverage • Remote work options • $10,000 lifetime fertility stipend • Access to coworking spaces around the globe • Dedicated Recharge Holidays - one long weekend each quarter