Manager, Customer Engagement

About us:

Retail marketing teams have a lot on their plates. The data they collect provides an unparalleled opportunity to establish meaningful and personal relationships with their customers, but it has also led to an explosion of metrics to track, measure, and optimize. Opens, click-throughs, likes, retweets, conversion rates: today’s retail marketer is resource-strapped and scrambling to execute on dozens of competing priorities. Overwhelmed with a flood of customer data, companies are looking for analytics software that will go beyond just reports and dashboards. They’re seeking platforms that will help them take action. Enter Custora.

The Customer Success team at Custora is responsible for ensuring our clients make best possible use of our technology and team to achieve outsize ROI from our product and expertise. Our team has a broad mandate: we are account management, solutions engineering, and customer sales all rolled into one. The most successful individuals on our team bring a passion for customer outcomes, analytical and consulting skillsets, a value-based approach to selling solutions, and a collaborative spirit.

The Manager of Customer Engagement will directly manage a team of individual contributors, overseeing professional development, coaching, performance evaluation, hiring and onboarding. She/he will be actively involved in Custora client engagements and will be responsible for retention and growth of his / her book of business (the accounts “owned” by the individual contributors on his/her team). This role will also be a part of the Customer Success Leadership Team, so will also play a part in addressing organizational, cultural and process-related opportunities to support the whole team.

Things you’ll do:

• Manage a group of individual contributors on the Customer Success team, coaching them on everything from overall professional development to specific, client-based action plans.
• Remain actively and selectively involved in client engagements, and ensure critical/escalated issues are addressed in a timely manner.
• Responsible for success of a portfolio of clients.
• Contribute ideas for process enhancements to make team more efficient.
• Manage pace, sets expectations, owns timelines, and quality of deliverables.
• Maintain deep, up-to- date product expertise.
• Provide feedback to the Product Management team based on customer use cases and adoption blockers.
• Effectively interpret complex business requirements and translate into clear action plans; align all stakeholders on those action plans and follow through
• Apply expertise to ensure that all team members understand and can explain Custora’s value proposition and theories for how the industry is maturing

Things you have:

Behavioral and professional:

• Takes a generally thoughtful approach to everything; considers the impact of an action before acting.
• Applies a structured, effective and continually evolving approach to understanding and solving problems.
• Understands multiple points of view on issues, puts aside personal agendas.
• Able to shift opinions and inspire others to share a common viewpoint.
• Delivers performance feedback in a clear, kind and timely manner.
• Receives feedback openly with a desire to learn and grow.
• Anticipates and addresses matters before a reaction is required.
• Works well with all colleagues and performs as a respected cross- functional partner.
• Understands the importance of and loves learning.

Business:

• Able to disaggregate and break down problems, build solutions, generate sharply defined project plans, and execute them while communicating actively and clearly to stakeholders.
• With clients, able to build trust and mutual benefit based on common understanding and clear, thoughtful communication.
• Understands the marketing / marketing automation tech space (including competing technologies)
• Possesses and can articulate independent viewpoints on where retail marketing is heading.
• Sets a positive and constructive tone in verbal and written communication.
• Experience managing a teams of 3 or more 

What it’s like to work here:

• On Monday we eat and meet as a team to chat projects and progress.
• We’re 45 genuinely nice people. We work together (to varying degrees) and experiment with (figure out) how to do things. It’s an amazing environment to both explore your professional interests and shape your career trajectory.
• We move quickly. You build something and the next day it comes to life. You see and feel an immediate impact with the collective efforts of the team.
• We’re building a company and a team we love. We’re in it for the long run.
• Read more about what makes us, us here.
• Find out more here or here.

The perks

• We’re a flexible work environment.
• Competitive salary and meaningful equity
• Health, dental and vision insurance (100% covered)
• Free lunch every day, plus free water — hot and cold!
• Unlimited vacation: take as much time as you need (we recommend at least 3 weeks)
• Monthly unlimited MetroCard.

Custora is an equal opportunity employer. We value diversity. We don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, disability status, or socioeconomic status.