Customer Engagement Manager
Job Details
About the Company
With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.
About the Project
The Customer Engagement Manager (CEM) plays a central role in delivering a world-class experience for ourclient's customers by owning the orchestration of deliverables, cross-functional coordination, and value realization throughout the customer lifecycle. This is not a deeply technical role but demands strong program management, exceptional communication, and a customer-first mindset. As a CEM, you will ensure that customer engagements - with or without Professional Services (PS) support -progress smoothly and deliver timely, measurable outcomes. You’ll be the connective tissue between customers and our client's internal teams, tracking initiatives, championing customer priorities, and helping to keep critical projects moving forward.
Specialization
Headquarters
Years on the market
Team size and structure
Current technology stack
Required skills:
- 3+ years in customer success, project coordination, service delivery, or customer engagement roles.
- Experience collaborating with technical teams (support, infrastructure, PS) in a customer-facing capacity
- Exceptional English written and verbal communication skills
- Proven record of improving internal processes via the creation and rollout of automated workflows
- Strong organizational skills and comfort with tracking multiple workstreams
- Ability to handle ambiguity, prioritize competing tasks, and remain calm under pressure
- Familiarity with customer support systems (e.g., Zendesk, Salesforce), project management tools (e.g., Asana), and data platforms is a plus
Bonus points if you have - Experience and technical understanding related to the data analytics industry, and/or hands-on experience using analytics technologies.
- Basic understanding of Cloud infrastructure concepts (e.g., clusters, nodes, containers)
- Familiarity with monitoring tools (e.g., Grafana)
Scope of work:
This role is broken down into three pillars, with responsibilities tied to each pillar as follows:
1) Primary liaison for coordination, tracking, and timely complete delivery across features, support tickets, and customer platform/product needs
- Act as the primary liaison between customers and internal stakeholders, including Professional Services (PS), R&D, DAaaS (Admin as a Service), and Support. You will present and align company as one contact to ensure completion of customer deliverables in a timely manner.
- Lead regular operational reviews with customers to discuss ticket status, DAaaS performance, and PS delivery status (where applicable).
- Serve as a customer advocate by escalating support tickets, tracking resolution closely, and ensuring proactive customer communication throughout the escalation lifecycle.
- Capture, track and relay feature requests and feedback to the Product team, representing the customer's voice in roadmap discussions.
- Conduct periodic operational excellence reviews, aligning on proactive health indicators, known risks, and optimization opportunities
2) Tracking all technical, business, and use case data about the customer
- Drive efficiency in tracking and delivery of tasks via automation
- Automate updates to summarize the status of: Professional Services engagements, DAaaS operations, Support ticket progress and escalations
- Automate maintaining up-to-date records of customer infrastructure configuration, including: Cluster setup (coordinators, engines, memory settings, etc.), Engine sizes, count, and performance metrics
3) Project management of expansion (capacity, use case add on) and platform activity (upgrades, migrations)
- Track all active customer initiatives, including support tickets, feature requests, and use cases, including those without formal PS involvement - ensuring nothing falls through the cracks.
- Help customers on large-scale data and AI projects - including helping to project manage and align their goals and needs with company's resources, whether on the platform or personnel within the company. Ultimately, looking to deliver/achieve their business goals.
- Partner with Admins to assist in change management activities, including upgrade planning and scheduling for customer clusters.
Why ALLSTARSIT?
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