Senior Community Engagement Officer

2 days ago

Bangalore, India Stealth Full time
As a Principal Engagement Manager, you will lead a team of Engagement Managers to drive the successful delivery of our solutions across key accounts. In partnership with Client Partners and internal teams, you’ll provide strategic oversight, remove execution roadblocks, and elevate delivery excellence at scale.
Customer Lifecycle Management
Along with the CP, drive kickoff calls and ensure smooth handover from pre-sales. Initial Implementation: Own End-to-end deployment; on a need basis, align with with Professional Services and other services teams to deliver timely, high-quality deployments. Act as the customer's internal advocate to drive solution adoption and lay the foundation for long-term success.
Ongoing Deployments : Lead and manage the complete project lifecycle for client’s ongoing launches, including, initial planning, detailed discovery and a building a plan for the solution. Client Relationship Management
Partner with the Client Partner (CP) as the primary client contact. Lead discovery sessions to uncover executive priorities and translate them into actionable problem statements and solutions
Adoption & Health Monitoring: Conduct admin sessions, demo new features, recommend tech configurations, and proactively identify adoption risks through usage and health reviews.

Internal Project Management
Project Management: Drive cross-functional execution to deliver projects on time and to spec. Lead, mentor, and develop a high-performing team by providing regular coaching, feedback, and growth opportunities
Own end-to-end team staffing including headcount planning, recruitment, onboarding, and succession planning
Identify skill gaps and drive initiatives for upskilling, cross-training, and career progression
Act as a culture champion, role-modeling company values and promoting inclusion, transparency, and psychological safety
Continuously focus on improving team productivity and customer experience by leveraging AI.

Deep experience in technical delivery, system architecture, configuration workflows, SSO, and sandbox/live environments.
~ Knowledge of CRM, BI, LMS, HRIS, CI, and data integration across platforms.
~ Data-driven decision-making; ability to track performance and drive insights.
~ Proven project/program management in cross-functional setups.
~ Strong client-facing communication, relationship-building, and presentation skills.
~ Bachelor’s in Computer Science or related field; MBA/advanced degree is a plus.
~ Strong exposure to SaaS, CRM, and sales enablement tools.
~ Based in Pune or Bangalore (or willing to relocate); willing to travel for key client engagements.
~ Prior team and client management experience is a must. Team management experience includes hiring, coaching / mentoring, and building competitive processes and structures

Deployment success rate
~ Implementation Turnaround Time (TAT)
~ Net Revenue Retention (NRR)

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