SilkRoad Technology is the world’s leader in strategic onboarding for global workforce readiness and transformation. We help organizations prepare their people for change by designing intentional, personalized journeys to increase retention and maximize agility throughout their careers. SilkRoad combines our leading strategic onboarding capabilities with world-class consulting services to deliver highly scalable, personalized experiences that engage employees and drive long-term business performance such as productivity, profitability, growth and agility.
Our Client Experience Team is seeking a Client Engagement Manager provides technical, product and business knowledge to our SMB clients in order to grow client adoption, loyalty and advocacy.
Your contributions to SilkRoad will include:
- Driving client adoption of SilkRoad products and services by providing advice and guidance as subject matter expert.
- Functioning as technical resource for best practice and informal client questions across multiple teams to improve engagement strategy.
- Analyzing data from client activities and feedback in order to improve overall experience and adoption of the SilkRoad solutions.
- Contributing ideas and plans for continuous improvement of SilkRoad solutions in the overall client experience.
- Nurturing client relationships beyond adoption to emotional loyalty and advocacy in order to increase revenue retention.
- Analyzing client’s system needs and suggest upgrades or additional features to meet their requirements and ongoing satisfaction.
- Designing and developing solutions to reduce Silkroad’s support costs and increase client retention.
- Partnering with the SilkRoad Training team to ensure clients use products effectively and increase adoption.
- Providing SilkRoad product and development teams with client feedback to identify new functionality to increase value to client.
- Consulting with Product Management on roadmap and retention planning initiatives.
- Effectively influencing decision makers through presentations, onsite events and webinar-style meetings.
- Explaining technical details and requirements to a non-technical audience.
Required Skills
- Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
- Exceptional verbal and written organizational, presentation, and communication skills.
- Client service oriented with a strong focus on teamwork, collaboration, adaptability & initiative.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of client satisfaction and retention.
- Competitive and competitively aware. Proficient at explaining strengths & vulnerabilities of SilkRoad products.
- Proficient with computer software and MS Office applications, including Word, PowerPoint and Excel.
Required Experience
- Bachelor’s degree or equivalent years of work experience is required.
- Minimum of 2 years of experience in direct client advocacy and engagement in post-sales or professional services functions in SaaS organization.
- Previous experience managing the full cycle of client engagement while ensuring client satisfaction.
- Previous experience in the HR software, CRM, or related industry is preferred.
- Experience with CRM and customer success systems (e.g., Salesforce, Gainsight) is strongly preferred.