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Customer Engagement Manager

17 hours, 23 minutes ago
India
Full-time
Mid Level
Customer Success Manager
Product Management
Power BI SQL Tableau
Apply Now
GoGuardian

GoGuardian

GoGuardian provides K-12 schools with tailored Chromebook solutions for safe and engaging digital learning, including device management, web filtering, and classroom engagement tools.

Internet Software & Services
251-1K
Founded 2014
$200M raised
View All Jobs 6

Description

  • Partner with Customer Success to identify, support, and retain strategic and at-risk customers.
  • Analyze dashboards, customer histories, and product usage data to identify engagement declines and churn signals.
  • Investigate customer behavior and issues, determine root causes, and develop actionable recommendations.
  • Track the impact of interventions and maintain a reliable list of customers requiring attention.
  • Participate in customer meetings, presentations, and product discussions to understand goals and challenges.
  • Share customer insights, recurring issues, feedback, and enhancement requests with Product Management.
  • Collaborate with Sales, Customer Success, Solutions Engineering, Product, and Engineering to resolve customer issues.
  • Troubleshoot product, data, onboarding, integration, and account-maintenance issues and follow them through resolution.
  • Validate new features and workflows with customers and communicate findings to technical and non-technical stakeholders.

Requirements

  • 3–5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS role.
  • Experience working directly with U.S.-based customers and leading customer conversations, presentations, and business reviews.
  • Experience supporting or retaining strategic or at-risk accounts and understanding engagement or churn risk.
  • Data-driven analytical experience using customer, product, or business data to identify risks and inform actions.
  • Strong investigative, problem-solving, communication, relationship-building, and organizational skills.
  • Familiarity with web applications, data integrations, APIs, and common web technologies, including troubleshooting with technical teams.
  • Ability to collaborate effectively across Sales, Customer Success, Product, Solutions Engineering, and Engineering.
  • Ability to learn new products and technical concepts quickly, manage multiple priorities, and take ownership in a changing environment.
  • Ability and willingness to regularly overlap with U.S. working hours while located in India.
  • Preferred: Experience in K-12 education technology, enterprise or at-risk accounts, SIS or rostering systems, assessment platforms, SQL, BI tools, CRM systems, Google Sheets, Excel, Tableau, or Power BI.

Benefits

  • Competitive pay, health insurance, accident insurance, life insurance, and retirement savings plan.
  • Paid annual leave, holidays, parental leave, life-event leave, and a paid year-end holiday break.
  • Remote work support, including work-from-home funds.
  • Wellness checks and benefits supporting professional growth and personal wellbeing.
  • Supportive colleagues and a varied role at an innovative global company.

Interested in this position?

Apply directly on the company website

Apply Now

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