Jobs

As Engage3 moves into this next stage of growth and evolution, we are committed to excellence and innovation.


Customer Value
plays a crucial role in our organization as they directly influence customer satisfaction and loyalty. The Customer Value team is the strategic partner to existing clients, building and maintaining a strong relationship and high integration with Engage3 data and tools. The team will consult and strategize with existing customers to drive renewals, identify growth opportunities and drive high Net Revenue Retention and logo retention across their portfolio.

An important part of our success is operating with the customer at the center of everything we do.

Position Overview

As an Associate Director of Customer Value, you will be customer obsessed, playing a key role in ensuring our customers achieve value from our solutions. You’ll work closely with customers, internal teams, and leadership to enhance the customer experience, support retention efforts, and contribute to process improvements. This is a great opportunity to develop your skills in higher levels of strategic customer engagement, driving solutions for more complex problem-solving, and continued process optimization while growing within a dynamic team.

Key Responsibilities

Customer Relationship Management:

• Serve as a strategic partner and trusted advisor to customers, ensuring they understand and maximize the value of our solutions.

• Provide proactive support and guidance, responding to customer inquiries in a timely manner.

• Maintain clear, professional communication to manage expectations and resolve issues effectively.

Customer Experience & Engagement:

• You will own customer retention by ensuring that our solutions deliver maximum value to our customers by providing data driven insights and strategic recommendations. You will proactively engage with key stakeholders, focusing on broadening the relationship both higher & wider in the customers organization. You will analyze customer needs and data, and implement strategies to drive adoption, satisfaction, and long-term success.

• Assist in gathering customer feedback to identify trends, improvement opportunities, and areas for expansion.

• Work with internal teams to advocate for the customer and resolve issues effectively.

• Support initiatives that improve the overall customer journey and satisfaction.

Internal Collaboration:

• Collaborate cross-functionally to optimize ticket management and resolution processes.

• Contribute to strategic initiatives that drive customer engagement and retention.

Performance & Growth:

• Track key performance indicators (KPIs) such as customer satisfaction scores, retention rates, and response times.

• Take part in training and mentorship programs to develop your expertise in customer success.

• Serve as an expert in using all Engage3 tools to provide customer support on the fly.

Leadership and Team Development:

• Lead and mentor members of the
  Customer Value team by
  upskilling the analytical and strategic capabilities of the team and creating a shared vision for success.

• Provide guidance and career development opportunities to team members as they advance in their careers.

• Associate Directors will also identify a minimum of one substantial program improvement per year and collaborate cross-functionally to bring to fruition; OR participate in a company-wide initiative or committee

• Associate Directors consistently meet/exceed their KPI’s through high percentage of on-time renewals, consistent and highly strategic quarterly business reviews and shepherding highly qualified program expansion opportunities for Sales.

• Associate Directors will manage a portfolio representing a higher total revenue value and higher profile customers with greater strategic importance to Engage3.

Who You Are:

• Strong communication and problem-solving skills with a customer-first mindset.

• Proficiency in data analysis through Excel. Coding experience such as SQL is a plus.

• Proficiency in story-telling through PowerPoint.

• Detail-oriented with strong organizational skills and ability to manage multiple priorities.

• A collaborative team player eager to learn and grow within a customer-centric environment.

• Proficiency in CRM tools and support platforms.

• Presents one-self as a leader of Engage3.

Why Join Us?

• Grow your career in Customer Success with hands-on experience and mentorship.

• Be part of a fast-paced, customer-focused team dedicated to delivering excellence.

• Competitive salary, benefits, and opportunities for professional development.

• If you're passionate about helping customers succeed and want to grow your career in Customer Success, we’d love to hear from you!