Engagement Manager

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Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin, and Jules. We are present in more than 70,000 business locations and give the entire organization, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do!

Our team of Engagement Managers, Adoption Digital Consultants, Retail Experts, Support Agents, and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution. Along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks, and coaching.

As an Engagement Manager at Goodays, you will assess the customer’s needs, identify customer requirements, and develop coherent project plans through different missions:

1. Partner with the sales manager, provide support to close the deal, and be responsible for writing the Statement of Work to document Goodays engagement.
2. Ensure fulfillment on the contracted deliverables, overall business value of the engagement in conjunction with Customer Success Manager, Solution Engineer, and Digital Adoption Consultant.
3. Provide deployment best practices to maximize customer success through various workshops: recommendations on the customer life-cycle, questionnaires, setting up different channels, etc.
4. Ensure the smooth integration of our new customers by acting as project manager for the technical implementation of our solution:

1. Maintain regular, open communication with customers to keep them informed of progress, changes, or problems (COPIL, COPROJ, etc.).
2. Act as an entry point and collaborate with external teams (customers, service providers) and Goodays internal teams (Solution Engineer, Customer Success Manager, Product Manager, etc.).
3. Accelerate outcomes and remove blockers to ensure engagement success.
4. Understand the impact of potential changes, key project risks/issues, and take appropriate actions to mitigate risks and escalate with the customer.

During the run phase, work with the Customer Success Manager on all issues related to solution configuration.Desired Education & Experience

2+ years of experience driving onboarding activities in the context of a SaaS solution.

Strong experience managing multiple projects simultaneously, with great organizational skills and experience in managing transverse projects.

Proven experience working directly with customers.

Exposure or good understanding of the customer journey is a plus.

Ability to drive customer engagement and communicate effectively in an international environment.

Other Requirements

Curiosity and a sense of innovation, with the ability to maintain and enhance our support solutions.

Organized and methodical, with the ability to manage multiple clients and projects simultaneously with strong project management skills.

Excellent relationship-building skills with key stakeholders and proven experience cultivating productive executive champion relationships.

Flexibility and understanding of the culture of a fast-paced, commercially oriented tech company, with openness to all ideas and a commitment to continuous improvement.

Highly responsive and service-oriented attitude, accustomed to working in an international environment, and action-motivated.

Ability to create and maintain strong working relationships with a collaborative team spirit combined with the ability to work independently.

Practical sense and strong customer relationship intelligence.

Excellent communication skills, both verbal and written, ease in leading meetings, and the ability to adapt to all types of interlocutors.

Desire to make a difference, motivated by our social impact in the retail world; a fluent level of English will enable you to benefit from the company's international development with our English-speaking clients.

Reporting Line

In this role, you will report directly to the Head of Professional Services.

What Goodays Offers You

A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth.

A great and diverse team of professionals who are talented, fun, supportive, open, communicative, and who you can learn from and share with.

Fun and challenging working environment with significant opportunities for career growth and development.

An international environment.

Attractive salary package including excellent pension, health insurance, and life insurance.

Open and inclusive working environment including flexible hours and parent-friendly options.

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Location: France, FR

Posted Date: 11/12/2024