Senior Engagement Manager

We're looking for a Senior Engagement Manager, located in Australia who will be responsible for managing aspects of our relationship with its Elastic Engineering customers. You must possess customer-facing skills that enable you to represent us well within a customer’s environment, and drive discussions with senior personnel regarding work prioritization, incidents, trade-offs, best practices, and risk management. The right candidate measures important performance indicators and is data-driven.

If you get a thrill out of working with cutting-edge technology and love to help solve customers’ problems, we’d love to hear from you. It’s time to rethink what is possible. Are you ready?

What you'll be doing

• Managing customers, aligning business objectives with coordinated service deliveries, and ensuring that our customers maximize the value they are seeing from their investment.
• Acting as the primary point of contact for one or more customers helping to plan as well as oversee ongoing operations of our service delivery.
• Working with the customer, by utilizing your project management skills, to put together on-boarding schedules and tasks.
• Providing guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.
• Travel to the customer site at least two days a week in Sydney

Qualifications & Experience

• At least 7 years of relevant direct customer support experience
• At least 3 years of experience in a tech industry role performing project management using PMI best practices and/or Agile Scrum methodologies
• Knowledge of cloud technologies
• Ability to handle multiple competing priorities in a fast-paced environment
• Some experience in writing operating procedures
• Experience in setting and managing client expectations
• Strong verbal and written communication skills
• Solid experience in filtering and providing data and reports to customers, utilizing PowerPoint and Excel
• Ability to understand technical problems and translate between non-technical and technical teams
• Demonstrated customer focus and advocacy
• Bachelor's degree preferred