Engagement Manager


Job Function
Customer Success
Toronto | Customer Success | Intermediate

The Engagement Manager is a critical, customer-facing role. In this role, you will act as a Think Research product expert – boosting usage and adoption of our solutions, sharing best practices and continuously driving value for our clients. This is a cross-functional role that links our Sales, Development, Marketing, Implementation and Product teams to our customers through proactive account management. 

You Will Have The Opportunity To:

– Client Account Management:

– Establish trusted relationships with clients and drive value of our solutions and services through Think Research’s full client life-cycle (from onboarding to renewal and expansion)

– Work with clients to determine goals, and track progress towards them

– Work with clients to collect feedback on our solutions and services and share with relevant teams

– Advocate for client needs across Think Research’s teams, raising risks where necessary

– Identify opportunities to for scope expansion within existing accounts

– Monitor portfolio of respective accounts; maintaining client profiles, relationship analysis, net promoter scores, utilization metrics, etc.

– Data Strategy:

– Track client health and status within the CRM platform and other tools

– Track application usage and recommend ways to increase adoption within clients’ user bases

– Other duties as assigned:

– Assist with the development of learning materials such as webinars, training sessions, and online documentation

– Support the development of white paper content by other Sales related functions (e.g. Marketing)

What You Will Bring:

– 3 – 5 years of experience working in a consulting or advisory capacity in a healthcare environment

– Driven to delight our customers: when they win, we win

– Four year university degree, Masters degree is an asset

– Can work in a collaborative and constructive way with teams across the company

– Ability to anticipate and manage client risks

– Confident, solution-oriented, independent worker

– Strong communicator, capable of thought leadership within the team

– Ability to analyze and interpret usage data to make recommendations for improvement

– Excellent organizational, interpersonal and communication skills

– Ability to work in a rapidly expanding and changing environment

– Willingness to travel

Apply Now

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