We are searching for a qualified engagement manager to oversee and maintain positive customer relationships. As part of our customer success team, you will act as the primary point of contact for the customer, ensuring they are allocated proper resources, consistently receive quality service, and have access to all of the benefits that Viaduct provides.

You should have excellent attention to detail and organizational skills, paired with the ability to manage multiple projects and clients. You should also have exceptional communication and interpersonal skills.

This specific Engagement Manager (EM) position differs from other Viaduct Engagement Managers. Additional detail included below:

• This EM position is a combination of a customer success lead, a partner lead and a project manager leader
• Externally, the position will serve as the primary point of contact for one specific customer who has overseas operations in Japan, for several beta/lighthouse customers based in North America and several third party partners.
• Internally, this position will have daily contact and coordination with the product lead and the business development/partnerships lead
• In order to maximize customer success, this position should be filled with a person who has experience in Japanese B2B culture and fluency in Japanese
• Excellent organizational skills
• High level of executive presence and communication abilities.

Responsibilities:

• Assisting customers to access, learn, and utilize all of Viaduct’s product offerings.
• Resolving customer complaints and issues in a timely manner.
• Collaborating with the go-to market, product and engineering teams.
• Providing thought leadership on improving customer engagement and building lasting relationships.
• Answering all customers' questions, including others for more detailed information as appropriate.
• Ensuring the company remains compliant with the highest standards and adheres to the terms and conditions listed in all contracts.

Requirements:

• At least 5 years of experience as an Engagement Manager, Customer Success Manager, Data Analyst or similar.
• Quantitative background.
• Ability to comfortably talk about data and AI.
• A people person with excellent organizational and communication skills.
• Ability to work under pressure and manage multiple clients and projects.

Security and Privacy Responsibilities:

• Follow our policy and procedure documents related to security and privacy
• Follow the guidelines in the Employee Handbook
• Participate in new hire and annual training for security and privacy
• Treat data security and privacy as one of your primary job responsibilities
• Report Security Incidents you discover as bugs in Jira and let the Security team know