Client Engagement Manager

We're looking for a Client Engagement Manager to join our remote team (the company Customer Success Team). You'll be working closely with our clients and ensuring they get the most impact out of their solutions with us. These solutions include the company Container Cloud, the company Kubernetes Engine, the company Secure Registry, and the company Container Runtime.

You’ll be the client’s key contact, handling important conversations, keeping billing, admin, and contracts on track, and stepping in with a calm head if the unexpected happens. A big part of your role is communicating and keeping people aligned both internally and externally. Running client meetings and syncs, showing clients how their setup is performing with real numbers, and flagging potential concerns based on what the data is telling you. Internally you’ll act as the central link between our tech, product, and finance teams to make sure client onboardings, handoffs, and everyday requests are dealt with effectively.

The company’ Customer Success team’s goal is to delight millions of developers and system administrators who rely on the the company Container platform to build, share, and run their distributed applications all over the world. Our customer base spans from individuals to SMBs to large global enterprises. As the company continues to grow and serve more and more enterprise clients globally, our team is setting our sights on finding creative ways to scale efficiency while simultaneously increasing customer satisfaction.

Working Location

This is a fully remote position, however we do require you to be based in an Americas Time Zone

(UTC - 4 to UTC - 7)

What you'll do

• Own the client relationship

Be the primary point of contact for your clients day to day. Act as the direct liaison for client escalations and negotiate client communication with tact and diplomacy. Serve as the driver of internal alignment and communication on client topics and updates, and ensure client invoicing and administration is up to date and accurate.

• Drive client health and awareness

Monitor Key Performance indicators, and run client "kick off" meetings, regular (monthly) update calls, and Quarterly Business Reviews. Ensure the clients are well looked after, engaged, and fully in the loop on the health of their infrastructure and hosting with data backed metrics. Use this data to keep clients up to date with concerns or future challenges - focusing on business impact and solutions.

• Collaborate and Coordinate

Project lead client on and offboardings and ensure internal alignment across the onboarding teams. Ensure client feedback reaches product managers, and coordinate across Support, Engineering, Finance, Sales, and Product to ensure client requests, deliverables, and commitments move forward without getting stuck.

• Further embed our offering

Work with your clients to understand their concerns, wishes for new offerings or services, and future events or hosting changes to prepare for. Identify growth opportunities within your existing clients to further embed the the company offering

• Travel as required

Undertake occasional domestic and international travel to meet with clients, strengthen customer relationships, and collaborate with internal teams as required.

What you'll bring

• Experience as a Project Manager or Account Manager managing enterprise clients within a cloud hosting environment.

• A general understanding of cloud hosting concepts and infrastructure, and experience working closely with technical teams.

• An empathetic and collaborative nature, which allows you to bring stakeholders together under common goals.

• An ability to create your own structure - building meetings agendas, briefing cross-functional teams before meetings, tracking deliverable deadlines across Jira/ticketing tools, and methodically tracking and addressing items.

• You communicate in an effective and clear manner, can engage technical and non technical stakeholders equally as well, and enjoy working directly with other humans and solving challenges together.

• Comfort and professional fluency in the English language.

The company is dedicated to providing a work environment of trust, transparency, and inclusion for everyone. We are heavily committed as an Equal Opportunity Employer, striving to maintain a work environment where we can all feel comfortable, valued, and free to achieve our best.

As a remote first company we offer flexibility when it comes to working hours and location, helping you to manage personal circumstances and work/life harmony. Here's more details on what to expect.

What we’ll bring

• The autonomy to manage your time and space through flexible working hours and fully remote working

• Frequent exposure to novel challenges and technologies, directly impacting the narrative and direction of open-source and AI innovation

• A collaborative and open team and environment to work within, support, and learn from

• Support for your development and growth, through growth plans, training, conferences, working groups, hackathons, and more.

• A competitive compensation package, alongside a benefits plan that supports peace of mind and security (401(k), Healthcare, Dental, Vision, disability benefits etc.)

What’s next?

Apply! Send us your CV and cover letter showcasing who you are, your skills and experience, and anything else you think we should know. Our team will reach out to you to let you know it’s been received, and we’ll review your application.

• Work for an established leader in the Cloud Native industry with over 800 enterprise customers, HQ’d in Silicon Valley.

• Work with exceptionally passionate, talented, and engaging colleagues, helping Fortune and Global 2000 customers implement modern open-source cloud technologies.

• Be a part of cutting-edge, open-source innovation.

• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.

• Flexible working schedule and remote / or hybrid work environment.

• Receive a competitive compensation package.

The company ranked in the top 50 of  G2's Best IT Cloud Products  of 2021!

We are a  Leader for Container Management  in G2 (#2 after AWS)!

The company helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the the company Cloud Native Platform, the company empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and devops portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates.

The company serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at  [link for members] .