Requirements
As a Client Engagement Manager at nRoad, you would be responsible for the complete post-sales lifecycle and actively engage in the pre-sales lifecycle of an enterprise customer. You would be responsible for driving nRoad’s AI platform value, leading to overall adoption success, retention and renewal. You would be responsible for deeply understanding the enterprise's organizational structure, business needs, identifying new opportunities, and overall helping them maximize the value our customers get by using nRoad’s AI platform.
You would be the face of nRoad to our clients, acting as their strong internal advocate, trusted advisor and ensuring best in class experience. You would also be responsible for bringing together both the enterprise team and nRoad team to develop and execute success plans: organizational, programmatic and technical strategies to meet their specific business objectives and stakeholder goals of both existing and new opportunities.
The ideal candidate would be entrepreneurial, resourceful, have excellent organizational skills, be able to juggle multiple priorities and be a great communicator who empathizes with the audience.
Primary Responsibilities
- Build long-term relationships with your assigned client(s), connecting with key business executives down to various business and technical users utilizing the platform day-in and day-out.
- Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals.
- Closely work with nRoad’s delivery and engineering teams to ensure client objectives are met on a timely basis.
- Develop a deep understanding of the clients’ business requirements, industry challenges and goals coupled with a strong understanding of trends, unstructured data needs and general direction of the industry to maximize adoption, growth, and ensuring account retention.
- Provide strategic oversight during the entire client journey including implementation, optimization, growth, renewal and ensure a seamless handover of knowledge and responsibilities where appropriate. Be a trusted advisor!
- Drive adoption of the platform and provide continuous education to clients on the new releases to the solutions, industry challenges and direction.
- Assist in the identification of new revenue opportunities to the sales team for additional revenue and growth.
- Have a strong understanding of contractual commitments and SLAs and be able to identify areas of optimization to exceed those commitments and SLAs.
- Identify and build client champions, advocates, and reference-ability by maintaining the utmost client satisfaction, successfully diagnosing business operations of clients and prescribing appropriate solutions and services.
- Be the voice of nRoad to the client and provide transparency, support and mitigate any potential escalations.
- Be the voice of the client to platform teams, Marketing, Support, Renewals, Services, Finance, etc. building strong working relationships with each to ensure client success and consistency of contact.
- Be an evangelist of nRoad, automation of unstructured data and adoption of ML based domain driven solutions.
Qualifications
- 5+ years in client-facing role, ideally working in a B2B environment and/or enterprise account management roles.
- Managed or participated in enterprise level software deployments from post sales and production.
- Proven track record in growing business within the customers that you were responsible for.
- Sound understanding of Banking and Finance Industry domain, industry trends and enterprise sales cycle.
- Working knowledge or a strong understanding of artificial intelligence in BFSI industry.
- Proven track record of translating business needs into technical utilization of machine learning based solutions.
- Strong analytical skills and rigor around bringing discipline, thoroughness, consistencies and framework to processes and operations.
- You have technology knowledge that helps you engage and have credibility with clients up to VP/C-level engagements.
- Strong verbal and written communication skills.
- History of success as a consultant, pre-sales, technical account manager, or equivalent, driving change management and adoption efforts.
- Experience building and maximizing relationships with key influencers, decision makers, and power users; executive presence and ability to successfully navigate and persuade all levels of an organization.
- Track record of managing large, complex projects and/or programs.
- You have handled difficult customers or situations, can demonstrate resolutions, tough conversations, and negotiations.
- Proven track record of working or leading cross-functional teams: Sales, Account Management, Product, Marketing, Engineering, and Services peers.
- Ability to work in a fast growing start-up environment and be self-reliant, resourceful, team player, and have ability to navigate data and people to find answers.
- Open to travel. 30 – 50% travel is expected.
Education Qualifications
- Bachelors and/or Masters Degree from an accredited university is required. Employment Type
- Full TimeLocation
- Boston, USA or Remote