About Liferay
Liferay is a uniquely profitable B2B enterprise software company with 1,000+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges. Liferay’s all-in-one platform unites Liferay DXP with our cloud platform capabilities, built-in analytics, and commerce functionality, reducing time to market and accelerating innovation. Our customer roster includes global companies such as Airbus, US Bank, Honda, and Desjardins.
But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. This commitment extends beyond our product; Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!
About You and this Role
We are looking for an individual that will work in Liferay’s Customer Experience department as a trusted account manager for strategic accounts. The Experience Manager delivers guidance to customers and partners alongside our Solution Architects, managing our involvement to ensure their projects can succeed and bring value.
The ideal Experience Manager loves building trust by keeping all internal stakeholders aligned with the customer’s goals . While they do not need technical expertise, they are more than comfortable following and managing technical issues. They thrive in being the sole representative for customers within our organization, and love collaborating with various internal departments to deliver for our customers.
Your support of customers and partners are a critical part of the strategy to make projects successful leading to happy customers that grow and expand with Liferay.
Embodiment of Role
Fully capable of analysis, communication, and coordination.
Work contributes to better communication and task efficiency.
Possess a team mentality that is responsive, collaborative, and action-oriented.
Always looking to make the customer happy and project successful
Responsibilities
Secure success for strategic accounts by driving account management.
Account Management
Plan and deliver onboardings, workshops, enablement sessions, and business review meetings
Set expectations around working with Liferay’s products and services, pushing back on customers when necessary
Manage time and expectations on meetings to allow SAs and Support to get to work
Support customer-initiatives and communications coming from Product, Marketing, and other departments
Execute campaigns and identify opportunities for expanding business, product footprint, and references
Account Planning
Maintain documentation on accounts to keep them current
Update account plans with intel and strategy from team members
Facilitate and invite feedback
Execute and project manage the action items
Follow all established SOPs
Monitor project intel and let that guide the development and progression of the account plan
Delivery Management
Coordinate & facilitate communication regarding our deliverables
Project-manage deliverables from Liferay
Review Liferay’s messaging to uphold highest standard of service
Prioritize and monitor to ensure timely delivery, facilitate communication between partner, customer and Liferay, highly responsive
Required Skills
5-7 years customer-facing customer service experience
2+ years project management experience
Ability to get customer executive-level stakeholders to have confidence in Liferay
Strong written and verbal communication
Ability to set expectations and push back when necessary
Fluent in English
Preferred Skills
Fluent in another language
2-3 years of experience managing enterprise accounts
Experienced in data analysis
What We Offer
Salary package w/ competitive benefits according to qualifications and experience
Opportunities to take responsibility, grow professionally, and Stay Nerdy
A positive and collaborative work culture Check out what employees say about us on Glassdoor
Equal Opportunities Employer - Statement
Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.
