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Sr. Engagement Manager (Remote)

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Suriname

Offer summary

Qualifications:

3+ years B2B/B2C customer support, Experience in ESM platforms, ServiceNow® ESM preferred, Degree in business administration or equivalent.

Key responsabilities:

Active acquisition and development of ESM projects
Ensure quality and profitability for customers
Manage program responsibility and client escalations

Moch.IT Startup https://moch-it.com/

2 - 10 Employees

See more Moch.IT offers

Job description

Tasks

Active acquisition of new projects in the context of Enterprise Service Management (ESM) for existing customers in close coordination with your consulting colleagues and responsible account managers
Development of strategies and roadmaps in the ESM together with the customer and your consulting colleagues
Positioning of our service and product portfolio based on the customer journey of your customers
Ensuring the appropriateness and quality of our projects/products/services for your customers
Dealing professionally with client escalations regarding the quality and adequacy of our projects, products and services
Assumption of program and project responsibility for ESM projects at your customers
Creation and presentation of offers and contracts in close coordination with your consulting colleagues and the responsible account managers
Creation and presentation of reports (e.g. turnover, costs, forecast, pipeline, quality, CSAT) for your accounts
Ensuring customer satisfaction and profitability of your accountsClose cooperation with the portfolio, product, sales and delivery managers for your customers

Your Profile

You are a professional in customer support in the B2B/B2C environment with a focus on ESM platforms, processes and organizations
Ideally, you have 3 years of experience in responsible management of programs and/or projects in the ESM
Ideally, you have 5 years of experience in advising demanding customers in the context of ESM, with a focus on processes, organization and solutions.
Ideally, you already have experience with the ServiceNow® ESM platform (introduction, application, product lines)
You already have experience in quality-oriented needs analysis and the development of strategies and roadmaps in the ESM
You have experience in building and maintaining long-term customer relationships
You have a high awareness of profitability and a result-oriented, proactive way of working
Confident appearance at C-level and persuasive skills, even in critical (project) situations, are a matter of course for you
You have a successfully completed degree in business administration or a comparable qualification
You are highly self-motivated, able to work in a team, and willing to travel, which is typical for consulting
You have very good knowledge of German and English

We offer you

The corporate culture of the Moch.IT is based on openness, appreciation, team spirit and, above all, humanity. The often very high flexibility within our projects has a positive effect on the compatibility of family and work. We offer you the opportunity to develop within the Moch.IT according to your interests and talents.

A pleasant working environment: highly qualified, motivated colleagues, flat hierarchies and a modern workplace in a professional working environment
Trust: taking on responsible activities
Development: continuous training and targeted support, eg by participating in the internal training courses offered by the Moch.IT
Health awareness: Covering the costs of your gym or sports course

Close to home: We offer the opportunity to work in the home office