Customer Engagement Manager

Do you thrive in fast-paced environments and have a passion for delivering successful solutions to customers? Are you an effective communicator who can bridge the gap between the customer and technical engineering and product teams? If so, then we want to hear from you!

We are seeking a talented Customer Engagement Manager (CEM) to join our growing Customer Experience team and play a pivotal role in the delivery and success of our industry-leading cybersecurity SaaS product. In this role, you will be responsible for coordinating all aspects of the product implementation, ensuring projects are delivered on time and meet the highest quality standards. You are the glue that holds everything together, ensuring customer engagements are delivered effectively and efficiently.

Responsibilities:

• Partner with technical account managers (TAMs) and sales teams to define key success outcomes - identify objectives, formulate success plans, and ensure everything aligns with the customer journey.
• Develop and maintain Project Plans, Success Plans, and Get Well Plans for assigned initiatives and ensure each project contributes to the customer’s success.
• Manage dependencies across various technical teams (e.g., Product, Support, R&D) and ensure clear communication and collaboration.
• Be the communication hub, keeping stakeholders informed, managing expectations, and fostering collaboration across different teams.
• Proactively identify and mitigate potential risks and roadblocks throughout the customer lifecycle.
• Track project progress, measure success against established metrics, and report key findings to stakeholders.
• Work with Technical Account Management teams to define and implement processes for continuous improvement.
• Foster a culture of ownership and accountability within the Customer Experience organization.

Qualifications:

• Bachelor's degree in a STEM-related field (or equivalent experience).
• Minimum 3-5 years of experience in a customer-facing role, such as Customer Project Management,  Professional Services Delivery Management, Customer Success Management etc.
• Proven experience in managing complex technical projects and ensuring successful delivery on time and within budget.
• Excellent communication, collaboration, and interpersonal skills with the ability to effectively bridge the gap between technical and non-technical stakeholders.
• Experience working in a fast-paced, SaaS environment is a plus.
• Proficiency in project management tools (e.g., Smartsheets, Gainsight, Jira, Asana).

Bonus points for:

• Experience delivering cybersecurity products.
• Project Management Certification (e.g. PMP, Prince2, etc.)
• Strong understanding of Agile methodologies (e.g., Scrum, Kanban).
• A passion for our company's mission and the industry we serve.

Pay ranges $94,000 to $158,000

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.