Engagement Manager
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Job Description
Engagement Manager at Itron managing strategic client accounts for engagement and growth. Focused on fostering relationships, ensuring value delivery, and aligning technology with business objectives.
Responsibilities:
- Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth.
- Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment.
- Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes.
- Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints.
- Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes.
- Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues.
- Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection.
- Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment.
- Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support.
- Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities.
- Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.
Requirements:
- Bachelor’s degree in a related field or equivalent experience
- 2–3 years of client-facing experience in a services or software vendor role (preferably SaaS)
- Proven success in SaaS engagement, retention, and growth with enterprise-level customers
- Track record of delivering adoption, renewals, expansion, and business value realization
- Strong stakeholder management skills and ability to build trust with senior executives
- Excellent communication and presentation skills for executive-level audiences
- Demonstrated empathy for customers and a strong sense of urgency in meeting their needs
- Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence)
- Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred
- Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred.
Benefits:
- financial, social, health and wellbeing programs
- paid vacation
- 401k matching
- employee stock purchase program
- hybrid work schedule
- more!
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