(Fully Remote)
About Engageli
Engageli is a purpose-built comprehensive learning environment built by educators for educators and learners, providing a superior learning experience and driving strong learner outcomes. With built-in research-based pedagogy and data-driven student engagement, Engageli is reimagining the learning experience, creating inclusive, meaningful human connections, and driving learner success at institutions and corporations around the world. We are transforming the future of learning and have the ability to affect and improve the lives of millions worldwide.
Engageli is a cutting-edge digital learning platform designed to transform the way educational content is delivered and experienced. Our mission is to empower educators and learners with innovative tools that enhance engagement, interactivity, and collaboration in virtual learning environments. We are a rapidly growing team of passionate professionals dedicated to revolutionizing education and creating impactful learning experiences.
The Engageli platform promotes learning that is effective, based on decades of research and insights focused on active and collaborative learning and enhancing deeper human connections. We are a fully virtual team distributed across the United States, Canada, Israel, and Europe. Join us in building a mission-driven organization from the ground up.
Position Overview:
The Customer Engagement Manager at Engageli plays a critical role in ensuring that Engageli’s clients are fully equipped to utilize our platform to its fullest potential. This role is a blend of training, development, customer engagement, and sales enablement. You will empower clients through effective onboarding programs, drive customer satisfaction and retention through ongoing engagement initiatives, and collaborate closely with the marketing and sales teams to ensure a cohesive customer experience.
Key Responsibilities
Onboarding and Development:
- Design, develop, and deliver comprehensive onboarding programs for customers, ensuring they are well-versed in using the Engageli platform.
- Create and maintain a variety of onboarding materials, including user guides, video tutorials, webinars, and e-learning modules.
- Conduct onboarding sessions for new customers and provide refresher training for existing customers as needed.
- Provide pedagogical best practices and playbooks to fully leverage the platform
- Analyze customer usage data and feedback to identify areas where additional onboarding may be required and develop tailored solutions.
- Stay current with platform updates and enhancements to ensure onboarding materials are reflective of the latest features and anticipate client needs associated with their rollout.
Customer Engagement:
- Build and maintain strong relationships with key stakeholders, serving as a trusted advisor and point of contact for all platform-related inquiries.
- Develop and execute engagement strategies that enhance customer satisfaction, loyalty, and retention.
- Proactively monitor customer usage and success metrics, identifying potential issues and opportunities for deeper engagement.
- Gather and analyze customer feedback, working closely with the product and support teams to address any concerns and drive continuous improvement.
- Organize and lead customer-focused events through EngageLearn offerings, such as webinars, user groups, and virtual meetups, to foster community and share best practices.
Sales Enablement and Collaboration with Marketing:
- Understand the customer personas and accounts to personalize the onboarding needs
- Collaborate with the sales team to provide onboarding that empowers them to effectively communicate the value of the Engageli platform to prospective customers.
- Assist the production of sales enablement materials, including presentations, case studies, and product demos, that align with onboarding and engagement strategies.
- Work closely with the marketing team to ensure consistency in messaging and to create customer-centric content that supports both onboarding and engagement initiatives.
- Provide feedback from onboarding and engagement activities to inform marketing campaigns and product development.
- Partner with the marketing team to promote training onboarding and engagement initiatives through various channels, ensuring customers are aware of the resources available to them.
Qualifications
- Bachelor’s degree in Education, Communication, Business, Marketing, or a related field.
- 5+ years of experience in a customer-facing role within SaaS, EdTech, or a related industry.
- Proven experience in designing and delivering onboarding programs, both in-person and virtually.
- Strong understanding of customer success principles, sales enablement, and experience in driving customer engagement initiatives.
- Excellent communication, presentation, and interpersonal skills.
- Ability to analyze data and derive actionable insights.
- Ability to deliver with passion and a reassuring approach to all users on the new technology spectrum
- Self-motivated with a proactive approach to problem-solving and a strong attention to detail.
- Experience with online learning platforms, virtual collaboration tools, and familiarity with API and LTI integrations between those systems is a plus.
If you're interested in who we are and becoming an Engager, we'd love to hear from you!
Engageli provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.