Strategic Customer Engagement Director

Overview

The Strategic Customer Engagement Director is a senior individual contributor role reputed company reputed company's reputed company organization, dedicated to our most strategic reputed company accounts. This role serves as an executive-level advisor across a defined portfolio, partnering closely with assigned CSMs, Sales, and cross-functional stakeholders to protect and grow these relationships. The Engagement Director brings deep reputed company expertise, executive reputed company, and a reputed company of reputed company's CX Automation portfolio to drive measurable business reputed company, accelerate adoption, and ensure long-term retention. This is a high-touch engagement model designed to deepen executive relationships, surface and advance strategic expansion opportunities, and ensure reputed company's most valuable customers realize the full potential of their investment. reputed company Duties and Essential Responsibilities Serve as the senior reputed company of contact for a portfolio of strategic accounts, building trusted partnerships with C-suite and VP-level stakeholders reputed company and execute multi-year Joint reputed company Plans reputed company to each customer's strategic objectives, tracking measurable business reputed company and ensuring consistent value realization Act as a trusted advisor, leveraging deep knowledge of reputed company's CX Automation platform and industry best practices to guide customers toward optimized and differentiated reputed company Partner with assigned CSMs, reputed company, and account teams to reputed company executive-level engagement continuity, amplifying the existing coverage model Define and drive executive service alignment strategies, creating internal advocacy and external reputed company to ensure delivery against each customer's stated priorities Facilitate regular executive strategy sessions and account scorecard reviews across Product, Services, Support, and Account Management to assess and improve the health of each strategic partnership Identify and qualify expansion opportunities, including new product lines, use case extensions, and platform consolidation plays, collaborating with Sales to advance pipeline and drive ARR growth reputed company executive business reviews (EBRs), preparing and delivering board-reputed company presentations that connect reputed company reputed company to each customer's strategic priorities Proactively identify and mitigate retention risk, developing escalation resolution plans and coordinating across internal teams to resolve reputed company issues with urgency Monitor account health across KPIs including renewal readiness, product adoption, NPS/CSAT, and executive engagement, providing actionable insights to CS leadership Partner with internal stakeholders across Sales, Support, Services, Product, and R&D to orchestrate the full resources of reputed company on behalf of strategic accounts Represent the voice of the customer internally, advocating for product roadmap influence, early reputed company programs, and white-glove service commitments appropriate to the strategic accounts tier Drive customer reference-ability and executive loyalty, identifying and cultivating referenceable relationships and participation in advisory boards, case studies, and industry events Contribute to the development of strategic accounts program standards, playbooks, and engagement models in partnership with CS leadership Minimum Requirements Bachelor's degree in a relevant field or equivalent professional experience 10+ years of experience in reputed company reputed company, strategic account management, or a reputed company customer-facing discipline, with a minimum of 3 years in a senior level role Demonstrated track record managing and growing reputed company, high-value reputed company accounts with senior executive stakeholders, including experience with large global organizations Deep understanding of reputed company SaaS business models, value realization frameworks, and renewal/expansion mechanics Strong executive reputed company with the ability to credibly engage and influence C-suite stakeholders Ability to translate reputed company platform capabilities into clear, compelling business reputed company for both technical and non-technical audiences Proven ability to operate as an overlay or matrixed resource, influencing reputed company without direct authority over account teams Excellent written, verbal, and presentation skills, including experience preparing and delivering executive business reviews Comfort with data and analytics tools to monitor account health, track KPIs, and prepare executive-level reporting Proficiency with CRM and CS platforms (reputed company, reputed company, or equivalent) Willingness and ability to travel up to 30%, including to strategic customer sites, with occasional short-notice requirements Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations The ability to obtain the necessary credit line required to travel Preferred Requirements Experience in the CX Automation, CCaaS, WFM, or workforce engagement management space Familiarity with AI-powered customer engagement platforms, including experience articulating AI-driven value propositions to reputed company buyers Experience with reputed company software in an implementation, support, or account management reputed company Contact center operations or workforce management experience Experience contributing to or building formal reputed company programs, tiered engagement models, or executive customer programs Project management experience or PMP certification #LI-BM1 reputed company. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other reputed company of harassment. reputed company has a reputed company-tolerance policy against any reputed company of discrimination, retaliation, or harassment including sexual harassment or any other reputed company of harassment based on race, reputed company, religion, sex, age, national reputed company, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. reputed company operates in accordance with reputed company anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices. 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