Engagement Manager, Professional Services
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold’s products address the Messaging, Loyalty and Experiences marketing offerings, to a customer base that is categorized in three segments: Enterprise, Professional and Commercial. Marigold provides the most comprehensive set of use cases for Marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
The Engagement Manager (EM) will play a key role in managing and enhancing customer relationships, ensuring client satisfaction, and driving successful project delivery for your assigned client portfolio. The EM will have exceptional communication and organizational skills, combined with a strong business acumen. As an EM you will be required to effectively collaborate with clients, cross-functional teams and stakeholders to ensure the overall successful delivery of all contracted scope. The EM will be, with support from the Program Director, assigned Project Managers and other key roles, responsible for overseeing the end to end engagement process, from initial client onboarding through to project completion and ongoing success.
Serve as the primary point of contact for clients, building and maintaining strong relationships.
Understand client requirements, objectives, and expectations to align project deliverables accordingly,
Regularly engage with clients to provide updates, gather feedback and address any concerns or issues,
Work closely with Marigold’s Customer Success Managers to align engagement with broader adoption, success and contract renewals.
Lead the planning, co-ordination, and execution of projects, ensuring adherence to timelines and governance processes.
Collaborate with cross-functional teams to define project scopes, deliverables and resource requirements,
Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.
Coordinate resources, assign tasks, and ensure team members have the necessary support to achieve project goals.
Facilitate effective communication and knowledge sharing among team members and stakeholders.
Identify opportunities to expand client engagements and contribute to business growth.
Collaborate with the sales and marketing teams to develop proposals, participate in client presentations, and secure new business opportunities.
Stay updated on industry trends, market dynamics, and competitor activities to drive strategic decision-making.
Ensure client satisfaction by delivering exceptional service and exceeding expectations.
Proactively identify opportunities to enhance customer success and engagement.
Conduct regular customer reviews and gather feedback to drive continuous improvement.
Client Satisfaction: Achieving high levels of client satisfaction, as measured through feedback and client retention rates.
Project Delivery: Timely and successful completion of projects within budget, meeting or exceeding client expectations. Achieve and beat target margins for assigned client portfolio.
Business Growth: Contributing to revenue growth, and achieving targets, through the expansion of existing client relationships and helping to secure new business opportunities.
Team Collaboration: Building strong, collaborative relationships with internal teams, fostering a positive and productive work environment.
Customer Success: Driving customer success metrics, including adoption rates, usage, and customer retention, working closely with the Customer Success team.
Bachelor's degree in business administration, management, or a related field.
Proven experience as an Engagement Manager, Account Manager, or similar client-facing role.
Strong project management skills, with the ability to manage multiple projects simultaneously.
SaaS Software Expertise: Strong understanding of SaaS software delivery processes, project lifecycle, and related resource requirements.
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Exceptional problem-solving and decision-making abilities, with a keen attention to detail.
Demonstrated leadership skills, including the ability to motivate and inspire teams.
Business acumen and a customer-centric mindset, ideally with experience in Martech.
Proficiency in project management software and tools. Previous experience of PSA tools such as OpenAir, Forecast and Jira are beneficial.
Familiarity with CRM, Martech systems and customer success best practices.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.