Job Title:  Customer Engagement Manager

We are currently looking for an outstanding Customer Engagement Manager.  The CEM will be a product and solutions expert responsible for the onboarding of customers as well as the development and implementation of product training strategies, processes, and materials. This person will lead successful hardware and software deployments, meeting timeline and budget requirements, while championing the entire customer onboarding experience.

Responsibilities

• Work with customers and partners to develop solutions to accomplish their objectives.
• Build well-structured project plans that align with the contracted scope of work by establishing an understanding of project timelines, milestones, and delivery expectations.
• Manage project costs and budget
• Document and deliver clear, complete technical training, virtually and in–person, to include all product hardware and software installations and maintenance and use cases by vertical market.
• Create training curriculum based on existing customer needs, projected product launches, software changes, and other factors.
• Facilitate working sessions and meetings required to drive customer requirements, communicate status and/or support risk mitigation strategies.
• Collaborate with Sales, Engineering, Product Management and Marketing to obtain information required to develop training materials on all aspects of the solution.
• Work with internal resources to update/create end-user online self-directed training materials. Develop training process to include accurate, up-to-date messaging, product details and common use cases.
• Incorporate motivating, creative, and interactive training techniques to enhance the training experience, resulting in maximum customer use and retention efforts.
• Provide direction to project resources (internal and external), monitor development efforts, assemble key project deliverables, and identify issues that require escalation.
• Provide product feedback (customer requirements, product shortcomings, enhancements, etc.) to product management and/or engineering.
• Acquire detailed knowledge of all products and services to deliver customer implementations successfully, acting as the trusted advisor
• Serve as ambassador of the brand in all customer interaction, maintaining the highest level of professionalism and world class service our users have come to expect.
• Ability to manage multiple customers and projects/tasks simultaneously.

• Other duties as assigned.

Qualifications

• Bachelor's Degree -preferred / High School diploma or equivalent -required
• 3+ years of application software implementation and/or management consulting experience in applying technology to meet customer needs.- required
• 3+ years of project management skills and experience (work estimates and estimating models).- preferred
• Excellent analytical skills – required
• Detail oriented- required
• Travel to customer sites will be required.
• Background in telecommunications, information technology, software and understanding in the IoT/IIoT/M2M industry-  preferred.