Over-Automation is killing the effectiveness of both Marketing and Sales. Engagio is building the next great marketing platform to help revenue teams and their potential and existing customers feel human again.
Our all-in-one Marketing Orchestration platform helps companies operationalize "Account Based Marketing" to engage with their best prospects and customers, get deeper insights at the company level, and communicate with personalized, relevant content.
This isn’t our first rodeo. Engagio has over $32 million in funding from Norwest, FirstMark, Storm Ventures, and First Round Capital and our CEO, Jon Miller, has been instrumental in building two of the largest marketing technology companies in the past 20 years including Epiphany (IPO: 1999); and most recently as co-founder of Marketo; (IPO: 2013 - Sold to Adobe for $4.8 billion in Sept. 2018). Additional senior leaders come to us from DemandBase, Marketo & Platfora (big data).
About the Role
At Engagio, the Customer Experience team's charter is to be a trusted advisor delivering a best-in-class customer experience by helping marketers understand, act on and measure their impact across revenue teams. Our Customer Experience team is made up of Customer Success, Professional Services, and Technical Services. As the Manager of Success Engineering, you'll be reporting into the VP of Customer Experience and owning the Technical Services experience.
In this role, you will be leading and designing the technical backbone of our Customer Support team. The Manager of Success Engineering will oversee and guide the existing team of Success Engineers. This is a leadership position, however very much a player-coach role requiring your technical expertise to help guide and mentor the team, yet also roll-up your sleeves and jump into the support queue. We are looking for you to serve as a role model to the Success Engineering team and for you to lead by example. Initially, up to 50% of your time will be focused on the player aspects, though we expect this to lower as we grow the team.
As the Manager of Success Engineering, you will be responsible for understanding and anticipating our customer's technical needs, and subsequently designing the appropriate experience (technology + process) to deliver on those needs given the customer's size, revenue, and business requirements. The more proactive, the better!
You are expected to run the Success Engineering team as a business which includes identifying, understanding, and sharing metrics that represent the team's performance, as well as building out and articulating the value of paid technical services and support packages.
This role is a crucial bridge between the Customer Experience, Engineering, and Product teams and you are expected to work closely with the leaders of each team to provide timely feedback and identity collaborative opportunities to deliver better experiences to our customers. You will serve as the escalation manager for the highest priority customer issues and escalations and are expected to have a deep working knowledge of our products and the ecosystem.
To summarize, we’re looking for people that go above and beyond to help others be successful. This is a role that will quench your thirst to be technical while also supporting and scaling our customers and Engagio itself.
Build a great software company, united by a common vision of the 1:1 future that uses data and analytics to make every interaction more intelligent, more personalized, and more relevant.
1. Freedom and Transparency
2. Happiness and Positivity
3. Excellence and Execution
Free Philz coffee
Medical, dental & insurance
Great downtown San Mateo location Close to Caltrain
Flexible work hours
Fun monthly events
Fully stocked kitchens
Weekly educational classes & catered lunch