Customer Engagement Manager at Corporate Visions Inc – Mesa, Arizona
About This Position
Job Summary
Would you like the opportunity to work alongside some of the world’s highest performing & most admired companies as they navigate the best paths for growth? Corporate Visions is looking for highly skilled & creative problem solvers with the ability to take the ‘art of the possible’ and help turn that into a successful reality for CVI clients.
The Customer Engagement Manager is responsible for post-sale execution and will serve as the main point of contact for our clients. This role requires someone with meticulous project management skills, the ability to think critically and execute strategically, all while ensuring consistent cross-departmental alignment.
The ideal candidate will confidently lead and manage all phases of internal and external communication, program planning and documentation throughout project lifecycles across a variety of service offerings including go-to-market message creation, content production, and large scale sales training rollouts.
Responsibilities
- Partner with Account Executives and Client Partners to develop a success plan for customers.
- Proactively guide clients through every step of the customer journey - from project kickoff, to implementation, to adoption and reinforcement – all to ensure a seamless and successful experience.
- Manage and set expectations with clients to ensure consistent alignment throughout the engagement.
- Own project plans, milestone management, and work with other departments to identify and solve potential risks and bottlenecks.
- Collaborate with Project Coordinators to schedule facilitators for client engagements, navigate schedule deviations/challenges and ensure all event details are captured.
- Drive conversations with account team to ensure our consultants are set up for success prior to deliveries – this includes capturing all pre-event details, sharing client. background/considerations and working with the client to ensure workshop materials/room set up is suitable.
- Manage all post-sales activity including:
- Ensure resource availability and allocation.
- Drive and manage cross collaboration between departments to ensure consistent alignment. This includes leading internal and client calls, maintaining alignment both internally and externally, and facilitating successful handoffs between departments.
- Actively review upcoming projects and ensure all projects are delivered on time, within scope and within budget - troubleshoot, resolve and/or escalate potential issues.
- Create and maintain comprehensive program plans/documentation and serve as the project lead.
- Troubleshoot customer issues and work with internal resources to get resolution.
- Continuously improve the customer experience by connecting the value and benefit of the CVI products to client needs and objectives
- Maintain momentum with customers by driving satisfaction, adoption, and retention.
- Develop and execute an internal and external communication plan to keep stakeholders informed of progress.
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
- Maintain a deep understanding of our products and educate customers about the most relevant features for their specific requirements.
Requirements
- Minimum 5 years’ experience in project management
- Minimum 2 years’ experience in a client-facing customer success role (B2B setting preferred)
- Bachelor's degree in Marketing, Business, Communications, or similar (preferred)
- Experience in sales enablement (preferred)
- Experience with Monday.com (preferred)
- Ability to self-manage while managing assigned teams and projects under tight deadlines
- Excellent Communication -- both written and verbal
- High aptitude for building strong internal and external partnerships
- Ability to think critically and execute strategically
- Motivated, self-starter with the ability to comfortably navigate ambiguity
- Solid organizational skills including attention to detail and multi-tasking skills that enable smooth navigation of complex programs
- Ability to remain calm under pressure