Engagement Manager

REMOTE - US /CUSTOMER EXPERIENCE – CUSTOMER EXPERIENCE MANAGEMENT /

At ASAPP, we are on a mission to build transformative machine learning-powered products that push the boundaries of artificial intelligence and customer experience. We focus on solving complex, data-rich problems — the kind where there are huge systemic inefficiencies and where a real solution will have a significant economic impact. Our CX performance platform uses machine learning across both voice and digital engagement channels to augment and automate human work, radically increasing productivity and improving the efficiency and effectiveness of customer experience teams.

We are seeking an Engagement Manager who can lead the implementation of our solution within Fortune 500 companies, working with our enterprise customers to deliver ASAPP solutions to their customers and agents. Following initial implementation, you’ll partner with customers to optimize the product against business objectives set by you and the customer. You'll also be responsible for scaling ASAPP's business by helping to refine our engagement model, providing product feedback, and acting as the voice of our customers within the organization. This role sits in our CX Organization, and will report into a Customer Engagement Lead.

We encourage applicants from all locations in the US to apply. This role is remote or hybrid flexible, as we have offices in New York City, Northern California, and Bozeman.

What you'll do

Act as the day-to-day point of contact for at least one Enterprise Customer

Partner with your customer to translate business objectives into measurable goals

Manage delivery of ASAPP’s products - including requirements gathering, timeline management, and partnership with our Solutions Architecture & Engineering Teams - all against a strategic roadmap that aligns to business objectives

Empower our customers to get the most from ASAPP, including providing product training & configuration best practices

Work across teams, build consensus, exercise sound judgment in high-pressure situations, and balance customer and engineering needs

Learn quickly, address problems when you see them, and act as an advocate for ASAPP externally, and for your customers internally

What you'll need

At least 5 years of customer-facing delivery experience, preferably in consulting, implementation, or customer success

Experience collaborating cross-functionally, especially with technical teams

Proven ability to translate business objectives into product or solution requirements, and manage scope, and maintain a bias towards action or progress

Experience/Interest in measuring outcomes and leveraging BI tools

Demonstrated ability to develop partnership with complex customers

Strong written and verbal communication skills, and the ability to translate between audiences, synthesize complex ideas, and influence outcomes

Personal commitment to ASAPP’s Core Values, including Ownership & Excellence 

An adaptive and introspective nature; open to giving and receiving frequent feedback

Aptitude for technical fluency (non-technical backgrounds welcomed)

What we'd like to see

SaaS experience

AI software experience

Enterprise customer management or delivery experience

Benefits

Competitive compensation with stock options

Comprehensive medical, vision, and dental insurance

401k matching

Fitness and wellness stipend

Mobile phone reimbursement

Mental well-being benefits

Professional learning and development stipend

Parental leave, including adoptive and foster parents

3 weeks paid time off (increases with tenure) and unlimited sick leave

ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at [email protected] to obtain assistance. 

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

- The estimated pay range for this role, based in Colorado, is $120,000 - 150,000.

- For Sales positions: this role is eligible to earn commissions and eligible to participate in ASAPP's equity plan.

- For Non-Sales positions: this role is eligible to participate in ASAPP's equity plan.

The actual salary may be different depending upon non-discriminatory factors such as qualifications, experience, and other factors permitted by law. The range listed is just one component of ASAPP’s total compensation package; other rewards may include short- and long-term incentives, including the benefits listed above

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