Position Summary
As Director of Customer Engagement you will be focused on delivering exceptional customer outcomes through a blend of technical expertise and strategic relationship management. This includes acting as a bridge between the technical and business needs of our clients, providing thought leadership, fostering deep client relationships, and ensuring successful adoption of our solutions. This role requires hands-on technical expertise alongside exceptional consulting, communication, and leadership skills. As a customer-facing leader, you will advocate for client success while driving business value and operational efficiency.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Engagement Strategy and Leadership
- Design and implement consulting-focused engagement models tailored to client needs, ensuring alignment with business goals and scalable processes. Prioritize long-term relationships and measurable outcomes over transactional interactions.
- Define KPIs and success metrics such as customer satisfaction, solution adoption, time-to-value (TTV), cloud optimization, and business outcome realization. Continuously analyze metrics to improve strategies and team performance.
- Act as a strategic advisor to both clients and internal teams, offering guidance on cloud architecture, AWS best practices, and aligning solutions with client business objectives.
Technical Consulting and Enablement
- Serve as an AWS-certified solutions expert, ensuring customers implement best practices for architecture, scalability, security, and cost optimization. Act as a resource for escalated technical discussions.
- Oversee customer onboarding, cloud migration projects, and solution optimization, ensuring seamless integration with client systems and business processes.
- Deliver or oversee workshops, training sessions, and webinars to ensure clients have the knowledge to maximize the value of our solutions. Collaborate with internal education teams to tailor content for technical and non-technical audiences.
Customer Retention and Growth
- Develop strategies to ensure high customer retention rates by delivering exceptional service and aligning solutions with evolving customer needs.
- Identify and pursue upsell and cross-sell opportunities by understanding the technical and business challenges customers face and presenting relevant solutions.
- Maintain regular, strategic communication with C-suite and technical stakeholders, serving as a trusted advisor and advocate for the client’s success.
Cross-Functional Collaboration
- Work closely with Product, Engineering, and Sales teams to align customer needs with product development and marketing strategies.
- Advocate for the customer within the organization, providing actionable feedback to influence product roadmaps and drive continuous improvement.
- Partner with other technical experts to ensure seamless handoffs and consistent messaging throughout the customer journey.
Process Improvement and Scalability
- Develop and refine processes for managing customer engagements, ensuring consistent and repeatable outcomes across the team.
- Leverage automation, analytics, and tools to enhance efficiency, improve customer health monitoring, and proactively address issues.
- Stay current with industry trends, AWS advancements, and cloud best practices to continuously evolve engagement strategies and solutions.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Bachelor’s degree in Business, Marketing, Computer Science, or a related technical field; advanced degree preferred.
- AWS Certified Solutions Architect – Professional a plus.
- 5+ years of experience in customer engagement, technical consulting, or account management, preferably in a SaaS or cloud-based technology environment.
- Proven leadership in managing and scaling consulting or customer-facing technical teams.
- Proficiency in working with APIs, automation tools, and software development practices.
- Strong ability to engage with stakeholders at all levels, including C-suite, to align technical solutions with business goals.
- Experience leveraging data analytics, customer health scoring, and feedback to refine strategies and improve outcomes.
- Familiarity with Customer Success Platforms, CRM tools and/or data visualization tools.
- Passion for customer success, education and a deep understanding of the customer journey.
- Ability to manage multiple priorities in a fast-paced, high-growth environment.
- Current driver’s license and insurable driving record.