Senior Engagement Manager

Company Description

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers.

From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go.

10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech.

But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together.

If you want to be part of a team that's shaping the future of marketing technology — and actually enjoys doing it — you're in the right place.

Find us on Instagram: @optimizely

Job Description

Introduction

The Senior Engagement Manager at Optimizely plays a crucial role in product onboarding and delivering excellent customer experiences within the Expert Services Organization's Onboarding Team. You will be responsible for ensuring smooth transitions for new clients, addressing any concerns promptly, and continuously working to improve the onboarding process.

Job Responsibilities

Customer Experience

• Serve as the primary contact for Optimizely's Product Onboarding team, ensuring a premium onboarding experience for customers.

• Strong communication skills are essential to articulate thoughts clearly and engage effectively with both technical and non-technical stakeholders.

• Manage global clients through comprehensive product onboarding projects, from sales handover to the go-live stage.

• A strong background in client-facing roles is crucial to ensure effective client engagement and satisfaction.

Project Management

• Lead multiple simultaneous customer onboarding processes across arange of products, aligning business goals with customer use cases and ensuring technical quality throughout the project lifecycle. This includes managing timelines, risks, and stakeholder expectations to deliver a seamless onboarding experience. 

• Maintain project hygiene by providing regular updates on status and timelines.

• Demonstrated experience with project management tools and methodologies. 

Stakeholder Collaboration

• Work closely with internal teams and external partners to deliver structured onboarding programs with defined goals and timelines.

• Serve as the main point of contact for customers and implementation partners during onboarding.

Technical Support

• Use tools like Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight to manage onboarding projects.

• Understand customer goals and promote product adoption through continuous learning of Optimizely products and relevant tools

Qualifications

Knowledge and Experience

Experience

• Minimum 5-7+ years in customer success and project management within a SaaS/PaaS environment.

• Must have experience with global clients and managing international projects.

• Proven ability to manage competing priorities, adapt quickly, and respond to shifting customer needs and timelines.

Skills

• PMP certification is a plus, familiarity with Agile, hybrid, and Waterfall methodologies required.

• Highly collaborative, organized, and execution-oriented with strong communication and presentation skills.

• Solid project management skills, with attention to detail, timelines, and quality.

• Strong problem-solving abilities and flexibility in dynamic project settings.

• Proven experience managing multiple projects simultaneously.

• Excellent verbal and written communication in English.

Technical Knowledge

• Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.

• Familiarity with Optimizely products is a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.