Customer Engagement Specialist

7 months ago

Sydney, Australia Scaled Agile Inc Full time

Company Description

Scaled Agile, Inc., (SAI) helps enterprises thrive in a world of change with SAFe, the most trusted system for learning and practicing agile ways of working. Together, SAFe Studio and SAFe’s proven framework provide everything individuals and teams need to link evolving strategy and execution. SAFe works by building a culture of resiliency that engages employees and focuses on customers so organizations can work with agility. Backed by a global network of partners and community of professionals, SAFe promotes collaboration so today’s leaders can build a better future.

Based in Boulder, Colorado, SAI is a member of the Pledge 1% corporate philanthropy movement. Through this program, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

**Job Description**:
**Overview of position**:
Scaled Agile is looking for a Customer Engagement Specialist, based in the APAC region, to assist our sales team with operations administration, process improvement, and business/data analysis related to contract management. This role will work cross functionally with our sales, marketing, finance, and business ops & strategy teams to develop insights and communicate recommendations to stakeholders.

**What you’ll be doing**:
You are passionate about creating value for internal customers, external customers, and partners. You navigate your day-to-day with a sense of urgency and have the courage to ask the right questions critical to customer success. A strong business acumen and the ability to move complex proposals and contracts through the sales cycle in accordance with company policies and customer requirements is critical to success in this role. You have a customer first collaborative mindset. You have the ability to build strong relationships at all levels of the business. Attention to detail is your superpower.

**Contributions**:
We are looking for a customer engagement specialist to:

- Work closely with the Regional Teams on any upsell or cross sell opportunities and ensure renewals stay on track.
- Identifying “at-risk” renewal customers early in the cycle. Define and address issues inhibiting a successful, timely renewal, as well as identifying opportunities for upselling
- Educate and effectively communicate the value of company solutions to customer decision-makers including 'C-level' business leaders, technical staff, legal, and procurement personnel.
- Work closely with Customer Success, Regional, Legal, and Product Management teams to resolve contract management issues.
- Collaborate internally with Customer Success, Sales, and Channel to build a strategic “close plan” that supports the customer’s journey
- Drive on-time, multi-year renewals
- Monitor dashboards and renewals process timelines to ensure proactive engagements resulting in on-time renewals
- Maintain accurate and timely forecasts on a rolling 180-day basis

**Qualifications**:
**Skills and experience that are important for the role**:

- 3+ years of experience in direct sales, account management, or supporting sales
- Proven experience working at a SaaS and/or technology education company is preferred
- Experience with Tableau a plus
- Strong presentation, communication skills (verbal, written, and listening), and negotiation
- Team-focused self-starter, with the ability to work in a fast-paced, goal-oriented high-growth environment
- Strategic decision-making and analytical skills, a plus
- Strength in building trust while negotiating win-win solutions both internally and externally
- Proven ability to quickly learn new technology and adapt to changing needs
- Strong in Excel with the ability to build complex formulas
- Experience with contract management platforms such as SF.COM CPQ or Conga a plus
- Experience mapping and improving processes to create streamlined customer buying experiences

Additional Information
**Where you'll be working**:
We proudly support a collaborative **remote** environment for our globally distributed teammates, while also using our Boulder office as a resource. This position will be based at your home office in the Asia-Pacific region. A base location of Australia is preferred.

**Why Scaled Agile?**

We are a growing organization with a proven revenue model with the opportunity to be the global market leader in software and systems development knowledgeware. Scaled Agile is a company for people who love technology environments, Methodologies and are always thinking about how they can improve things.

We are a group of seasoned professionals and systems thinkers passionate about our mission to continuously unlock better ways of working by providing the world’s most trusted system for Business Agility.

**If you are looking for an opportunity to contribute to the direction and success of a vibrant business, we'd love to hear from you.

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