Position: Client Experience Manager: Software Engineering services for venture-backed startups
Company: Lohika
Experience required: 2y
Category: Other
English level: upper
Published: 2021-04-01T00:00:00+03:00

We are looking for an ambitious professional to own client experience and account development of a portfolio of European and APAC accounts. You will be part of a fast-paced, dynamic team providing the highest level of partnership to CEO, CTO, VP of Engineering and Product clients at some of the hottest tech companies in your region.
Your main focus will be on Lohika, but you will also have the opportunity to develop business using frog design, Tessella and other Capgemini companies and offerings as part of our business unit’s coordinated go-to-market strategy.

MAIN TASKS AND RESPONSIBILITIES:
A typical day might look like:
Couple calls with Engineering Managers to discuss delivery outlook, risks, challenges, CSAT and follow-up on items from previous weekly call
Lead Internal Handover call to make knowledge transfer on newly won opportunity from Sales manager and Sales Engineer to Client Experience and Engineering manager
Get on a bi-weekly call with VP of Engineering on one of your accounts to sync on engagement progress, bring up issues and discuss possible resolution, inquire about org changes suggestions, elicit feedback and discuss any other business
Log your call notes with action items for yourself and Engineering Manager/ Executive Sponsor/ Sales Manager into Salesforce.com
Conduct Account Planning session for your account expansion strategy for your newest account with your Account team. Update Account Plan
Respond to client requests and question delivered via different channels: email, Slack, etc
Finish preparing detailed Quarterly Business Review for one of your strategic accounts that will be presented to their VPs of Engineering and Product next week.
Your mission includes:
Client Experience & Success
Develop and strengthen relationships with decision makers in each account in your portfolio. Become a trusted advisor.
Serve as a Client Advocate internally. Represent your clients’ best interests to ensure they have the best possible resources as soon as possible.
Lead onboarding of newly won accounts to ensure a successful ramp up
Work closely with Engineering Managers to identify and mitigate engagement risks, spot challenges and come up with ways to address them, look for areas of improvement and facilitate its implementation
Manage client expectations and feedback across seniority levels
Understand and anticipate client’s business needs and align our engineering services to them
Ensure client understands and leverages Lohika engagement model to set our partnership for success
Prepare and deliver detailed QBRs to client executives. Action on improvement plan
Ensure that your clients are referenceable and elated to speak about their high satisfaction, loyalty, and quality of experience.
Identify potential customer satisfaction issues early on and handle these proactively. If challenges arise you will be the point of escalation and must collaborate closely with management and engineering teams to resolve the issues immediately
Account Management
Own Account Development Plan for each account in your portfolio, facilitate Account planning activities with your respective Account team and control execution
Identify new product areas and divisions within your accounts to target for expansion
Gather insights through personal connections with client stakeholders and proactive monitoring and analysis of available information
Screen for/ uncover new opportunities within client portfolio
Work with Sales Manager, Sales Engineer and/or Engineering Manager on scoping and driving to closure new opportunities within existing portfolio
Generate referrals, both as expansion within existing portfolio accounts and new logos
Seek client video testimonials, case study approvals, participation in blogposts and webinars
You must excel at:
Building relationships with everyone from C-suite and VP level executives to line managers
Self-management, organization and prioritization, as you will be context switching while staying on top of multiple initiatives, conversations, accounts and more
Verbal and written English communication
Always putting your client’s needs first above all else

EDUCATION, SKILLS AND EXPERIENCE:
MUST HAVE:
6+ years of experience in technology services
A background in:
software engineering, product management and/or technical project management and
sales, account management, customer success and/or other client facing role in highly technical industries, ideally experience delivering engineering services or other consulting services
Bachelor’s degree
High personal motivation and initiative
Proven track record managing six figure accounts/programs
A passion for startup life and a strong desire to change the world by accelerating our clients’ time to market
Strong technical competency including product development methodologies (e.g. Agile, Scrum), understanding of software development lifecycle (SDLC), familiarity with popular frontend and backend languages, and
A passion for sales even when it isn’t your primary responsibility
Ideal candidates will have experience in one or more of the following:
An extensive background managing or selling consulting services, ideally outsourced software engineering
Expert knowledge of customer success and engineering best practices and methodologies
Enterprise B2B sales experience, preferably within SaaS or technology and handling six figure accounts