Engagement Manager
Who we are...
BombBomb makes it easy to use simple videos to build relationships through email, text and social media. Our team is scrappy and intelligent. Competitive and collaborative. Fun-loving and tenacious. We're close-knit and love adding new talent to the mix. Rehumanizing the planet can't be done without EXCELLENT people and we want to add you to our already amazing team!
Who we're looking for…
The Engagement Manager at BombBomb manages the launch and implementation of our most important customer accounts. Their mission is to create high user adoption by having a clear understanding of each accounts goals and pain points, and positioning solutions that drive long term success. They establish themselves as customer advocates through proactively identifying needs, providing business solutions, and driving account plans forward, collaborating cross-functionally with Sales, Marketing, Product, Tier 2, and Technology.
What you will do…
- Define onboarding with each customer and achieve 75% onboarded of each new team within the first 90 days of account activation. Conduct ongoing training and setup as needed.
- Own CS initiatives with pilots from set up through launch. Through our Customer Success efforts aid in the conversion of pilots to paid accounts.
- Coordinate and lead launch efforts within an agreed upon time frame. Cross-functionally identify and communicate marketing, product, billing, and team structure needs.
- Establish trusted relationships with each customer by developing connections with key executives, identifying internal champions for billing, administrative needs, and adoption.
- Understand customer objectives and desired outcomes. Use this knowledge to aid in the creation of customer account plans within the first 90 days of account activation.
- Develop and organize content and communication for customer launches and trainings as observed by your supervisor.
- Seamlessly hand-off accounts to ECSM’s according the the launch plan, by developing a customer’s 1st quarter MRO’s and QBR and delivering to the ECSM.
- Mitigate churn risk by partnering with ECSM’s for customer re-launches and re-engagements.
- Evaluate all opportunities across your accounts and prioritize your time to achieve optimal outcomes.
- Establish and achieve “SMART” goals every quarter with your supervisor that yield quantifiable results around sustaining, building, and improving the business and yourself.
How you'll do it...
Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility and Service.
- Initiative: Identifying what needs to be done and doing it before being asked or before the situation requires it.
- Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
- Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
- Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.
- Listening Skills: Lets others speak and seeks to understand their viewpoints
- Persuasion: Able to convince others to pursue a course of action
- Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
- Attention to Detail: Does not let important details slip through the cracks or derail a project.
- Professionalism: Present yourself to others in the organization as reliable, respectful, and competent.
Our ideal candidate will be or have…
- 2+ years experience in a Customer Success role
- Demonstrated proficiency with Salesforce, Zoom, and Account Implementation
- Immaculate communication skills, both written and verbal
- Strong interpersonal skills
- Proven ability to influence cross-functional teams
- Ability to prioritize and handle multiple projects
- Strong attention to detail
BombBomb Benefits Package Includes…
- Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
- 15 days paid time off
- 9 paid holidays
- 401k Plan with employer match
- Weekly company-catered lunch
- Fun workplace: happy hour every Friday and company game room
- Annual Education/Development for your career growth