Job Information
Laserfiche Senior Client Engagement Manager in Long Beach, California
Laserficheis seeking a Senior Client Engagement Manager who will play a pivotal role in managing and nurturing relationships with our largest, most strategic clients. Your primary responsibility will be to drive success and value across key enterprise accounts, ensuring seamless onboarding, optimizing client health and sentiment, promoting product adoption, and driving retention and growth. This role will be the main point of contact for these clients, working cross-functionally to deliver technical support, product training, and strategic guidance to achieve their business objectives.
Location:
- Three days/week work from office - Long Beach, CA
- Work from home on Mondays and Fridays
About the Role - Essential Functions
- Understand client business objectives, use cases, and partner with clients to create and achieve their strategic vision
- Develop regular cadence of communication and interactions with clients: increase levels and types of connection based on their preferences
- Identify their needs and suggest new products and services that benefit them - including upgrades to most current products
- Solicit client feedback regularly to share it with relevant teams and stakeholders and help create related actionable plans for overall better client health
- Actively manage renewals, identifying growth opportunities, ensuring long-term client retention and satisfaction, and partnering with direct sales for large expansion opportunities
- Monitor and support assigned Clients needs to prevent account churn and assist sales in identifying ARR growth opportunities from these accounts
- Continuously monitor customer health metrics, proactively address any risks or concerns, and drive initiatives to improve customer satisfaction and sentiment
- Review, analyze and reference Client engagement business analytics where available, including Cloud weekly active user metrics, and other product adoption metrics
- Refer standard and confirmed Client account renewal transactions to Direct Sales Billing Specialist for sales quote generation
- Engage actively in the resolution of Client issues, with Product Customer Support and/or Service Delivery team, as required
- Collaborate with cross functional teams and share all aspects of the Clients needs including communication, technology, development, budgets and expansion opportunities
- Provide product training and Laserfiche demonstrations for Clients
- Lead client onboarding efforts and support implementation teams during active projects and assist with resolution of client issues between support and services
- Continue to drive adoption of current and new product features and functionalities, ensuring that all clients - including enterprise - are fully leveraging the platform to meet their goals
- Represent the voice of the client internally, providing feedback to product and management to help shape product roadmap, features, and functionality
- Request Client product reviews, testimonials, and Case Studies (with Marketing assistance), and collaborate with Marketing on client engagement ideas
- Perform other related work as needed or assigned
- Ability to visit clients onsite once a quarter (or as needed)
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About You - Essential Qualifications
Bachelor's Degree preferred (Sales, Marketing, Business, Computer Science, Communications, etc)
5+ years of experience in customer success, account management, or similar roles, with a focus on enterprise-level clients
Prov n track record of managing large, complex accounts and achieving strong client outcomes in areas such as renewals, product adoption, and satisfaction
Excellent communication, interpersonal, and relationship-building skills (written and verbal), with experience working across various levels of client organizations, including C-level executives
Experience providing product training and delivering basic technical support to large enterprise clients, including to both technical and non-technical stakeholders
Ability to prioritize tasks and customer requests with a proactive, solution-oriented approach while operating with a sense of urgency