The Client Engagement Manager plays a critical role in prescriptively shaping and then leading the execution of the successful partnership with the leading Enterprise client (“ the Client ”); a multi-million-dollar account which is one of the focal points of the global business. Furthermore, the he/she will focus on attracting new Enterprise businesses to use the platform for the optimization of their video and television inventory and data. This includes the Japanese Broadcasters, data-rich companies, and television infrastructure companies. The CEM will work closely with the Country Manager, Product, Technology and Operational teams to ensure both the smooth daily running of our client’s business and the long-term strategic development of all Enterprise partnerships. Through her/his own knowledge and the support of other Subject Matter Experts, will serve as the central point of contact and trusted advisor to all existing and potential Enterprise clients, providing guidance to the sales, commercial & operational teams, ensuring synergies across projects, and delivering the highest levels of customer satisfaction. The CEM will have a solid grasp of the application and delivery of technology solutions and be able to engage with the Client and internal teams to ultimately own and ensure successful outcomes. The CEM requires a broad range of IT and consulting experience, owning the day to day relationship with clients and leaning on deep functional knowledge of project/program management within SaaS environments. The CEM must be solutions-focused and demonstrate immense project delivery credibility, providing strong leadership and hands-on participation in strategic engagements. The efficacy of the CEM is measured by the ultimate success of the Client and the onboarding of new Enterprise clients.
Job Responsibilities
Understand factors that drive customer success and how they directly contribute to long term customer retention.
Identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, training, execution, or escalation.
Spend significant time working onsite with clients to build relationships throughout the entire hierarchy of client organizations, ensuring opportunities are realised.
Lead the development of client-specific implementation proposals, engaging across development
team to gain consensus on an acceptable proposal.
Develop strong internal relationships, providing internal teams with expertise related to proposed solutions
and client needs in order to ensure successful project delivery.
Be a first line product expert, discussing existing and upcoming functionality in detail, listening to
ideas for development, and collating information on client expectations and their own product roadmap.
Explore the technical details of the platform and potential product developments.
Proactively manage and mitigate issues during the course of a day to day operations, owning communication between engineering and clients to ensure expectations are met.
Educate Enterprise level clients (e.g. Broadcasters, data-rich companies) about the functionality and benefit of the platform
Win new business from Enterprise clients and ensure that those relationships bring additional revenue to
Act as the Japanese team’s expert on Broadcaster and Enterprise platform solutions Liaise with the product team to ensure you remain up to date with platform developments
Build relationships within target and partner companies
Facilitate daily, weekly and periodic meetings as required.
Minimum Qualification