Customer Engagement Manager

Customer Engagement Manager

Remote - USA

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.

The Global Solution Services team consists of Business Consulting (Evangelists), Solutions Consultants and Professional Services. The team is spread around the globe and helps businesses to scale their digital CX innovations and operations internationally while supporting clients of all sizes. As part of an international global team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of a group of devoted professionals.

The Customer Engagement Manager (CEM) is a critical role responsible for ensuring customers successfully adopt and realize value from our product. As a solution expert, the CEM builds deep relationships with client operational leads to drive product adoption and foster a community of brand advocates.

While the Customer Success Manager (CSM) focuses on long-term business strategy and renewals, the CEM is dedicated to driving engagement and ensuring the platform is expertly configured to meet immediate operational goals. Acting as a trusted advisor and translator, the CEM bridges the gap between a client's vision and technical execution.

The CEM is responsible for ongoing training/retraining, consulting on best-practices and making recommendations for workflow optimization, ensuring the solution continually aligns with the client's evolving needs and remains in good health to support growth potential.

What You'll Do Here

Solution Design & Onboarding/Training Orchestration

• Implementation Collaboration: For clients with dedicated Implementation teams, the CEM may serve as a consultant during discovery and build-out to ensure long-term solution scalability and alignment with post-onboarding goals.
• Onboarding/Training: While the Implementation team will handle the initial onboarding, the CEM will participate post-implementation with tailored onboarding training/re-training.

Solution Consultancy & Continuous Optimization

• Translating Vision: Partner with the CSM to understand high-level business goals and consult on the specific configuration changes required to achieve them.
• Optimization Consulting: Continuously evaluate and review the client's configuration and workflow to identify friction points and recommend changes that improve efficiency.
• Release Consulting: Lead the introduction of new features, advising clients on how to integrate new product capabilities into their existing business processes.

Product Expertise & Training

• Product Mastery: Become a super-user and subject matter expert on all product features, updates, and best practices.
• Consultative Enablement: Develop and deliver engaging training through workshops, office hours, and best-practice sharing sessions to empower users and administrators to maximize product utilization.
• Standardized Solutioning: Help build an internal library containing knowledge & consulting artifacts to ensure a consistent approach to engagement across the organization.
• Enablement Playbook Advocacy: Be the voice of the client internally. Consistently provide data-backed feedback on the client enablement playbook, training methodologies, and onboarding assets to reduce client time-to-engagement and advocate for product improvements based on recurring client pain points.

Cross-Functional Collaboration & Process Improvement

• Cross-Functional Leadership: Assist in scoping and documenting managed services requests for execution by specialized teams, acting as the bridge between client needs and technical delivery.
• CSM Partnership: Act as the "Solution Co-Pilot" to the CSM, assisting in providing the narrative and data-backed proof points required to demonstrate product value during QBRs. The CEM manages all technical execution and configuration; the CSM manages commercial terms and long-term business strategy.
• Commercial Influence: Surface upsell and expansion opportunities through engagement work; partner with the CSM and Sales to qualify and progress these opportunities. The CEM does not own renewals.
• Feedback Integration: Systematically capture client operational pain points, document the business impact, and translate this data into compelling, prioritized feedback for the Product and Engineering teams to influence the future roadmap.

Adoption, Metrics & Reporting

• Product Stickiness: Monitor adoption metrics (feature utilization, active usage) and proactively consult with the client to re-engage users when activity drops.
• Reporting: Partner with the CSM to understand key customer metrics and consult/enable the client in building the reporting that allows them to visualize the operational efficiency and business impact.
• Risk Identification: Proactively identify and flag customers who are at risk of low adoption or early churn and execute mitigation plans in partnership with the CSM.

AI Capability & Strategic Foresight

The CEM is expected to be a forward-thinking technical contributor who actively leverages AI and generative tools to automate workflows, synthesize data for strategic planning, and drive measurable client outcomes.

• Optimizing Workflow & Time Reclamation: Leverage generative AI and automation tools to streamline administrative tasks, report generation, and content creation — maximizing time dedicated to high-value client consultation and strategy.
• Portfolio Data Synthesis & Foresight: Use AI-powered analytics to synthesize usage patterns, customer sentiment, and industry data across a book of business — generating scalable engagement playbooks and proactively identifying high-impact risk and expansion signals.
• Client-Facing AI Feature Adoption: Drive adoption and ensure optimal configuration of the platform's AI-enabled capabilities, tailoring their use to solve specific client operational and strategic challenges.
• Competitive & Market Intelligence: Employ AI-driven research methods to gather and synthesize data on client industry trends and competitor actions, ensuring the CEM can provide timely, informed consultation that defends and reinforces platform value during high-stakes discussions.
• Product Advocacy & Innovation Feedback: Track, aggregate, and present AI-generated insights regarding recurring client operational friction to Product and Engineering teams — acting as an advocate to influence platform roadmap and accelerate Time-to-Value.

What You'll Bring to Us

• Experience: Minimum 3+ years of experience in a client-facing role such as Technical Account Management, Solution Consultant, Customer Engagement, or post-sales Customer Success.
• Mastery of Discovery: Proven expertise leading consultative discovery sessions, asking high-stakes business questions, and translating high-level executive objectives into concrete platform configurations and execution plans.
• Technical Platform Fluency: Strong technical fluency with the CRM or Social platform, including the ability to advise on advanced configurations, automation, and integrations to support client outcomes.
• Commercial Acumen: Ability to discuss technology in the context of business outcomes, ROI, and commercial value — moving beyond feature-based selling to tie configurations to the client's financial or strategic KPIs.
• Client Enablement & Advocacy: Experience developing and iterating on enablement content (training assets, help documentation, playbooks) and using quantitative data (adoption rates, feature usage) to influence internal Product roadmap decisions.
• Cross-Functional Influence & Adaptability: Proven ability to manage complex, multi-stakeholder engagements and effectively influence Product, Engineering, and Sales teams with structured, data-backed feedback.

What We Offer

• International and fast-paced environment
• Chance to work with the world's biggest brands at the CX tech leader
• Agile and open-minded culture, with high levels of trust and flexibility
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future
• Flexible working environment
• Unlimited Paid Time Off
• Sick Days & Community Service Days
• Benefits package including Medical, Dental, Vision & Life Coverage Options
• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
• Company paid STD and LTD
• 401K
• Educational Reimbursement Opportunities
• Access to an Employee Assistance Program (EAP)