Lead Engagement Manager

at  Optimizely

At Optimizely, we’re on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers - it’s about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the “One Optimizely” spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that’s empowering people to unlock their digital potential!

KNOWLEDGE AND EXPERIENCE

• Possess a Bachelor’s degree (or equivalent work experience)
• Minimum of five years of experience in customer success and project management, preferably in a SaaS/PaaS environment.
• Capable of handling multiple competing priorities, adapting quickly, and responding to customer requests and timeline changes.
• Excellent communication and presentation skills
• Possess a good understanding of operational infrastructure, processes, and tools of a modern Digital Experience Platform
• Strong stakeholder management and leadership skills. Solid experience leading discussions with customers and clients and leading and facilitating workshops.
• Excellent project management skills, emphasizing attention to detail, timelines, and work quality. Familiarity with Agile and Waterfall Methodologies is a plus.
• Familiarity with Optimizely (or other leading A/B testing platforms) is a plus
• Ability to travel domestically up to 20% of the time to visit customers

EDUCATION

Bachelors degree (or equivalent)

• Ensuring a high-quality customer experience as the initial point of contact for the Optimizely Product Onboarding team.
• Implementing and ensuring a ‘white glove’ product onboarding experience for customers
• Managing clients through comprehensive product onboarding projects from the sales handover to the go-live stage.
• Collaborating closely with internal and external stakeholders to provide a well-organized program with clear goals, timelines, processes, and the global CSM org.
• Serving as the primary point of contact for customers and implementation partners during the onboarding phase of the customer lifecycle.
• Managing multiple simultaneous customer onboardings, including multiple products at one time, while balancing priorities of business objectives, use cases, customer satisfaction, and technical quality.
• Collaborating with other onboarding team members to ensure successful onboarding of the customer’s full scope.
• Responsible for discovering product requirements, advocating for the customer, and integrating Optimizely products, working closely with a solution consultant, strategy consultant, and solutions architect.
• Maintaining project hygiene by providing ongoing status and project plan updates throughout onboarding.
• Responsible for including the correct global resources if additional technical support is needed using tools such as Microsoft Teams, Zendesk, Jira, and Gainsight.
• Encouraging product adoption through a comprehensive understanding of the customer’s goals and maintaining base product knowledge to provide consistent and up-to-date delivery of all products in the portfolio.
• Maintain expanding product knowledge to provide consistent and up to date delivery of all products across the Optimizely suite (DXP, Optimizely Data Platform, Experimentation etc.)
• Attend product open houses in order to understand upcoming releases and features and apply those finding to incoming programs
• Join pre-sales scoping calls to formulate custom packages and contribute to creating SOWs, working closely with the solution consultant, strategy consultant, and solutions architect. (Senior level only)
• Effectively manage relationships with our Onboarding Delivery Partners. Manage administrative tasks related to Partner Onboarding Deliveries.
• Build relationships and effectively collaborate with our Customer Success, Sales and Partner Organizations in region
• Create visibility and share regular Onboarding Updates with the broader APAC team