Customer Engagement Manager - San Francisco, Bay Area
San Francisco, CA
Customer Success /
Full Time /
Hybrid
About unitQ
At unitQ, we leverage AI and advanced analytics to enable businesses to proactively monitor and improve product quality based on real-time user feedback from both public and private channels.
Backed by leading investors such as Zendesk, Accel,and Google and following our recent Series B-1, unitQ serves world-class clients, including Pinterest, PayPal, and Dropbox. Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement.
About the Opportunity
As an Engagement Manager, you'll be the main point of contact for our rapidly growing customer base, ensuring customers are delighted with the entire unitQ experience. We are 100% focused on our customers and aim to create raving fans of unitQ. We're looking for people with a high degree of customer empathy who can lead strategic customer conversations and drive processes for our onboarding and training programs. We're still a young team, so each member plays an integral role in building the foundation of our future customer success and support organization.
Role Responsibilities:
- Serve as the point of contact for customers and systematically track and address all customer questions and requests
- Lead new customer onboardings working in close conjunction with Sales and Operations teams
- Drive improvements for the onboarding process to reduce the time to onboard and improve the customer experience
- Proactively engage customers through regular touchpoints to deliver insights and help customers operationalize unitQ's data across their teams
- Deeply understand customers' perception of ROI and actively communicate ROI of the unitQ platform
- Document and systematically track all activities for accounts and deliver feedback from customers to relevant internal teams
- Track indicators of customer churn and drive contract renewals and upsell opportunities
About You:
- At least three years in a customer-facing role
- High-energy and passionate about making customers successful and helping them exceed their business goals
- Program or project management experience ideally focused on onboarding or customer processes
- Clear written and verbal communication skills, along with the ability to craft compelling presentations for both technical and business audiences
- Customer empathy to listen and understand the unique needs of customers
- The utmost integrity in your customer interactions and collaboration with unitQ team members
- Adaptability to try new ways of doing things with the ability to learn from failures and move on
- Experience working for a high-growth stage startup
- Will work in our SF office on Mondays, Tuesdays, Thursdays, Fridays unless at in-person customer meetings
Benefits:
- Flexible/unlimited vacation
- Comprehensive medical, dental, and vision
- 401(k) plan
- Life insurance and FSA plans
- Stock options
- Equinox gym membership or wellness stipend
At unitQ, we believe that a diverse and inclusive team is key to building a great product. We celebrate the different cultures, perspectives, and experiences reflected across our team and will continue to build a diverse team as we grow.
