Senior Client Engagement Manager

Job Description

About the Role
Senior Client Engagement Manager
Senior Client Engagement Manager
Sales | Remote States, United States
Description
Laserfiche is seeking a Senior Client Engagement Manager who will play a pivotal role in managing and nurturing relationships with our largest, most strategic clients. Your primary responsibility will be to drive success and value across key enterprise accounts, ensuring seamless onboarding, optimizing client health and sentiment, promoting product adoption, and driving retention and growth. This role will be the main point of contact for these clients, working cross-functionally to deliver technical support, product training, and strategic guidance to achieve their business objectives.
Eligible States for Remote Work: Arizona, Florida, Georgia, Hawaii, Maryland, Massachusetts, Minnesota, Nevada, Ohio, Oregon, Texas, Virginia, Washington, Washington DC, West Virginia and Wisconsin
About the Role – Key Responsibilities
Understand client business objectives, use cases, and partner with clients to create and achieve their strategic vision
Develop regular cadence of communication and interactions with clients: increase levels and types of connection based on their preferences
Identify their needs and suggest new products and services that benefit them – including upgrades to most current products
Solicit client feedback regularly to share it with relevant teams and stakeholders and help create related actionable plans for overall better client health
Actively manage renewals, identifying growth opportunities, ensuring long-term client retention and satisfaction, and partnering with direct sales for large expansion opportunities
Monitor and support assigned Clients’ needs to prevent account churn and assist sales in identifying ARR growth opportunities from these accounts
Continuously monitor customer health metrics, proactively address any risks or concerns, and drive initiatives to improve customer satisfaction and sentiment
Review, analyze and reference Client engagement business analytics where available, including Cloud weekly active user metrics, and other product adoption metrics
Refer standard and confirmed Client account renewal transactions to Direct Sales Billing Specialist for sales quote generation
Engage actively in the resolution of Client issues, with Product Customer Support and/or Service Delivery team, as required
Collaborate with cross functional teams and share all aspects of the Client’s needs including communication, technology, development, budgets and expansion opportunities
Provide product training and Laserfiche demonstrations for Clients
Lead client onboarding efforts and support implementation teams during active projects and assist with resolution of client issues between support and services
Continue to drive adoption of current and new product features and functionalities, ensuring that all clients – including enterprise – are fully leveraging the platform to meet their goals
Represent the voice of the client internally, providing feedback to product and management to help shape product roadmap, features, and functionality
Request Client product reviews, testimonials, and Case Studies (with Marketing assistance), and collaborate with Marketing on client engagement ideas
Perform other related work as needed or assigned
Ability to visit clients onsite once a quarter (or as needed)
About You – Essential Qualifications
Bachelor’s Degree preferred (Sales, Marketing, Business, Computer Science, Communications, etc)
5+ years of experience in customer success, account management, or similar roles, with a focus on enterprise-level clients
Proven track record of managing large, complex accounts and achieving strong client outcomes in areas such as renewals, product adoption, and satisfaction
Excellent communication, interpersonal, and relationship-building skills (written and verbal), with experience working across various levels of client organizations, including C-level executives
Experience providing product training and delivering basic technical support to large enterprise clients, including to both technical and non-technical stakeholders
Ability to prioritize tasks and customer requests with a proactive, solution-oriented approach while operating with a sense of urgency
Exceptionally strong organization skills and attention to detail while juggling multiple responsibilities for small to enterprise accounts
Strong understanding of Laserfiche Product software and functionality
Creative problem-solving and client facing conflict-resolution skills, with an emphasis on showing value and instilling confidence in the role, the product, and the company
Strong PC skills-proficiency in Salesforce, in-house Order Management System, Microsoft Excel, Word, Teams, Zoom, Pardot, Zendesk
A positive attitude and desire to be a team player; winning together is how we achieve success!
Experience in SaaS or technology-related industries as it pertains to product onboarding and technical implementations preferred
The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate’s geographic region, job-related knowledge, skills, and years of experience amongst other factors.
$82,000 – $120,000 per year
Perks & Benefits at a Glance
Generous time off:
15 Days of Vacation
3 Floating Holidays
2 Paid Volunteer Days
9 Paid Holidays
Hybrid Work Environment
Free Parking: covered and EV charging stations
Various 401 (k) Investment Options and Generous Company Match
HMO and PPO Medical Care Options (Employees are fully covered under HMO)
Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time.
About Us
Laserfiche is a leading enterprise platform that helps organizations digitally transform operations and manage their content with AI-powered solutions. Through scalable workflows, customizable forms, no-code templates and AI-enabled capabilities, the Laserfiche document management platform accelerates how business gets done. Trusted by organizations of all sizes-from startups to Fortune 500 enterprises-Laserfiche empowers teams to boost productivity, foster collaboration, and deliver a superior customer experience at scale. Headquartered in Long Beach, California, Laserfiche operates globally, with offices across North America, Europe, and Asia.
Learn more about our team here.
Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law.
Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Talent Acquisition at https://www.laserfiche.com/contact/
or 562-988-1688.
#LI-Remote