Customer Engagement Consultant – SaaS

We are seeking a highly skilled and client-focused Customer Engagement Consultant – SaaS with deep technical competencies in the software industry and proven experience in campaign management. This role is pivotal in managing and growing key client relationships, driving the successful integration and optimization of our gamification solutions. The ideal candidate will possess a unique blend of technical expertise, campaign strategy execution, and client success acumen.

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Key Responsibilities: Client Relationship Management:

• Serve as the primary point of contact for assigned clients, ensuring seamless communication and relationship management.
• Understand clients’ business goals and objectives to provide tailored gamification solutions that maximize engagement and ROI.
• Build long-term relationships with stakeholders by providing exceptional client service and proactive support.

Technical Expertise:

• Provide technical consultation and support during the onboarding and implementation of the company’s gamification software solutions.
• Work closely with internal development and product teams to resolve technical issues and ensure smooth software integrations with client systems.
• Troubleshoot and assist with technical challenges related to APIs, platforms, and software tools.
• Conduct technical training sessions and demonstrations for clients to ensure they fully utilize the platform’s features.

Campaign Management:

• Collaborate with clients to design, execute, and optimize gamification campaigns that drive user engagement and customer retention.
• Analyze campaign performance data to provide insights and recommendations for future strategies.
• Manage end-to-end campaign lifecycles, from concept development and launch to performance tracking and post-campaign analysis.
• Support clients in customizing campaigns and ensuring that gamification elements align with their brand and objectives.

Cross-Functional Collaboration:

• Work closely with product managers and developers to influence product features and updates based on client feedback and market needs.
• Collaborate with sales teams to support pre-sales efforts, providing technical insight and expertise during presentations and demos.
• Assist marketing teams by offering insights on how clients can leverage gamification to enhance their campaign outcomes.

Reporting & Analysis:

• Regularly report on key account performance metrics, campaign results, and technical issues to both internal teams and clients.
• Provide clients with actionable insights and recommendations to optimize their use of the gamification platform.
• Maintain detailed records of client interactions, technical support cases, and campaign performance within CRM systems.

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Required Skills & Competencies: Technical Competencies:

• Strong understanding of software development processes and integration techniques (APIs, SaaS platforms, etc.).
• Familiarity with various campaign management tools and platforms.
• Proficiency in troubleshooting software issues and explaining technical concepts to non-technical audiences.
• Ability to work with clients’ IT departments to ensure seamless product implementation.

Campaign Management Skills:

• Proven experience managing digital marketing or gamification campaigns from inception to completion.
• Experience in A/B testing, campaign performance analysis, and optimization strategies.
• Ability to align campaign strategies with clients’ broader business goals.

Client-Focused Skills:

• Excellent interpersonal and communication skills, with the ability to present technical information clearly and persuasively.
• Ability to manage multiple client accounts, prioritizing tasks and delivering on commitments in a fast-paced environment.
• Strong analytical skills to assess campaign performance and technical success.

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Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Marketing, or related field.
• 3-5 years of experience in a technical account management role, preferably within the software or gamification industries.
• Experience in campaign management within a digital marketing or customer engagement context.
• Hands-on experience with SaaS products, API integrations, and troubleshooting technical issues.
• Excellent project management skills, with the ability to manage multiple accounts and campaigns concurrently.

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What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with leading brands in the gamification industry.
• Career growth opportunities within a fast-growing company.