Understanding of A/B testing, CMS, cloud computing, and web technologies
Responsibilities
Serve as the primary contact for the Product Onboarding team, ensuring a premium onboarding experience
Manage comprehensive product onboarding projects from sales handover to go-live
Lead multiple simultaneous onboarding processes, aligning business goals with customer use cases
Maintain project hygiene by providing regular updates on status and timelines
Collaborate with internal teams and external partners to deliver structured onboarding programs
Promote product adoption through continuous learning of Optimizely products and relevant tools
Benefits
Opportunity to work with a leading SaaS/PaaS company
Engage with global clients and diverse projects
Collaborative work environment with cross-functional teams
Access to professional development resources and training
Flexible work arrangements and a focus on work-life balance
Full Job Description
Job Description
Introduction
The Senior Engagement Manager at Optimizely plays a crucial role in product onboarding and delivering excellent customer experiences within the Expert Services Organization's Onboarding Team. You will be responsible for ensuring smooth transitions for new clients, addressing any concerns promptly, and continuously working to improve the onboarding process.
Job Responsibilities
Customer Experience
Serve as the primary contact for Optimizely's Product Onboarding team, ensuring a premium onboarding experience for customers.
Strong communication skills are essential to articulate thoughts clearly and engage effectively with both technical and non-technical stakeholders.
Manage global clients through comprehensive product onboarding projects, from sales handover to the go-live stage.
A strong background in client-facing roles is crucial to ensure effective client engagement and satisfaction.
Project Management
Lead multiple simultaneous customer onboarding processes across arange of products, aligning business goals with customer use cases and ensuring technical quality throughout the project lifecycle. This includes managing timelines, risks, and stakeholder expectations to deliver a seamless onboarding experience.
Maintain project hygiene by providing regular updates on status and timelines.
Demonstrated experience with project management tools and methodologies.
Stakeholder Collaboration
Work closely with internal teams and external partners to deliver structured onboarding programs with defined goals and timelines.
Serve as the main point of contact for customers and implementation partners during onboarding.
Technical Support
Use tools like Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight to manage onboarding projects.
Understand customer goals and promote product adoption through continuous learning of Optimizely products and relevant tools
Qualifications
Knowledge and Experience
Experience
Minimum 5-7+ years in customer success and project management within a SaaS/PaaS environment.
Must have experience with global clients and managing international projects.
Proven ability to manage competing priorities, adapt quickly, and respond to shifting customer needs and timelines.
Skills
PMP certification is a plus, familiarity with Agile, hybrid, and Waterfall methodologies required.
Highly collaborative, organized, and execution-oriented with strong communication and presentation skills.
Solid project management skills, with attention to detail, timelines, and quality.
Strong problem-solving abilities and flexibility in dynamic project settings.
Excellent verbal and written communication in English.
Technical Knowledge
Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.
Familiarity with Optimizely products is a plus.
About Optimizely
Optimizely is a website optimization platform that enables businesses to test different versions of their website to determine which one performs best. The platform uses A/B testing and other techniques to help businesses improve their website's conversion rate and overall performance. Optimizely was founded in 2010 and is headquartered in San Francisco, California.
