Customer Engagement Manager (Remote)

• PaasportTM, our iPaaS solution, streamlines software integration and automates workflows.
• Nearshore Staff Augmentation, our managed IT staffing service, connects top IT talent across various geographical regions, bringing industry expertise to leading clients.

Based in Vancouver, Canada, our operational footprint spans across North and South America, with a second headquarters in Santiago, Chile.

In 2023, our unwavering dedication to innovation garnered recognition as a Deloitte Technology Fast 50™ Program Company. Our clientele boasts industry leaders such as Walmart, GM, TIME Magazine, Salesforce, Tableau, Splunk, Bolt.com, Freedom House, and more.

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you’re seeking a place to achieve your goals and dreams with fairness and integrity, then we’d love to hear from you.

Join our dynamic team as an Customer Engagement Manager and ensure the success of our clients in implementing and utilizing our ITSM solutions. The CEM will serve as the primary point of contact for our clients, building strong relationships and ensuring their long-term satisfaction.

Key Responsibilities:

• Guide new clients through the implementation of our ITSM solutions, ensuring a successful adoption and smooth transition.
• Closely monitor the health of assigned accounts, identifying and mitigating potential risks.
• Build strong relationships based on trust and open communication with clients.
• Oversee the progress of client projects, ensuring that objectives and timelines are met.
• Identify and mitigate risks that may impact project success or client satisfaction.
• Effectively escalate incidents or technical issues to relevant teams and ensure timely resolution.
• Regularly collect feedback from clients and utilize this information to improve our products and services.
• Identify opportunities for growth within existing accounts, such as cross-selling or upselling.

Qualifications:

• 5+ years of experience in a similar role, preferably in the ITSM industry.
• Strong verbal and written communication skills in English.
• Proven ability to build strong and lasting relationships with clients.
• Experience in project management and tracking KPIs.
• Problem-solving and critical thinking skills.
• Customer-oriented and focused on customer satisfaction.
• Solid understanding of project management and CRM tools.

Desired Skills:

• ITIL Certification
• Experience using ITSM tools (e.g., ServiceNow, Jira)

Why work for Launchpad?

• 100% remote
• People first culture
• Excellent compensation in US Dollars
• Hardware setup for working from home
• Work with global teams and prominent brands based in North America, Europe, and Asia
• Training allowances
• Personal time off (PTO) for vacations, study leave, personal time, etc.
• …and more!

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you’re seeking a place to achieve your goals and dreams with fairness and integrity, then you are the future of Launchpad. Launchpad is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are respected and treated equally.

Are you ready to elevate your career at Launchpad? We want to hear your story! Contact us today.