Customer Engagement Manager

CUSTOMER ENGAGEMENT MANAGER

POSITION INFORMATION SUMMARY

The Customer Engagement Manager I works within the Customer Experience department as part of the Customer Success team. They contribute to the automation and tools used within the Customer Success team that deliver customer engagement. Such engagement activities may relate to customer onboarding, surveys, internal Jamf alerts, and mass customer outreaches. This role is also responsible for managing feedback to our survey program, including distribution of that feedback to the rest of Jamf. This role should maintain a strong collaboration with Customer Success leadership to ensure engagement activities are properly supported throughout the global Customer Success team.

RESPONSIBILITIES

• Manage and maintain key operational & event-based engagement activities to increase adoption
• Collaborate on targeted one to many engagement activities focused on gaps in adoption
• Develop and manage automated workflows around the key phases of the customer lifecycle
• Review and measure effectiveness of owned engagement activities
• Review and share survey feedback with the rest of Jamf
• Maintain internal documentation surrounding engagement activities
• Collaborate with other teams to maintain alignment about current automated engagement activities
• Other duties and special projects as assigned

EDUCATION & CERTIFICATIONS

• 4 year / Bachelor’s Degree (Preferred)
• Education Degree in areas of Managing Information Systems, Mass Communication, or Organizational Communication (Preferred)
• A combination of relevant experience and education may be considered
• Preferred Certifications/Licensures: (Certified Casper Technician (CCT) or Jamf 200)

ORGANIZATIONAL REQUIREMENTS

• Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
• Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
• Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work

EXPERIENCE

• General Experience macOS and iOS (Required)
• Proven ability to communicate technical topics to both technical and non-technical audiences (Required)
• 1+ years of experience making reports or dashboards in Salesforce or equivalent experience (Required)
• 1+ years of experience with Data Analysis or Data Management (Preferred)
• Strong knowledge of all Jamf product offerings and peripheral technologies (Preferred)
• Experience with Client Management software in an enterprise environment (Preferred)
• Any experience using Gainsight (Customer Success software) (Preferred)
• 2+ years in a career relating to Managing Information Systems, Mass Communication, or Organizational Communication (Preferred)

SKILLS

• Strong Communication Skills
• Excellent Written Communication
• Excellent Interpersonal Skills
• Excellent Organizational Skills
• Strong Customer Service Skills
• Ability to communicate complex technical terms in an easy to understand, non-technical manner
• Ability to interact effectively with co-workers in a results-driven culture
• Self-starter, energetic multi-tasker, highly motivated and team player
• Good Listening Skills
• Ability to engage with and establish trust and rapport with all levels of employees
• Ability to work independently and as part of a team
• Ability to multi-task and prioritize duties
• Excellent attention to detail SalesForce.com (or alternative CRM platform) preferred
• Gainsight experience preferred