Engagement Manager

8x8

full-time

Posted on: 2/26/2026

Location Type: Remote

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About the role

Analyze internal customer dashboards and Salesforce CRM data to identify accounts with low recurring service coverage.
Map the existing customer base to find opportunities for upselling 8x8 recurring services offers.
Partner with Customer Success Managers (CSMs), Engagement Managers, and Account Executives (AMs) to build "better together" account plans.
Craft highly personalized outreach based on a customer's specific platform usage, support history, and business goals.
Conduct discovery sessions to move customers from a "break-fix" mindset to a proactive, managed environment.
Partner with the Services GTM team to share insights on why customers are (or aren't) adopting recurring offers.

Relevant experience in Business Development Representative, Account Management, or Customer Success.
Experience with upselling/cross-selling is a major plus.
Ability to look at customer profiles and usage data and "connect the dots" to a specific service need.
High "EQ" (Emotional Intelligence); ability to navigate internal friction and build trust with existing account stakeholders.
Exceptional written and verbal communication; ability to explain complex service offers in simple business terms, highlighting their value proposition and quantifiable business outcomes.
Experience with Salesforce, Google Desktop, Gemini, and other internal tools.
Deep interest in the UCaaS/CCaaS ecosystem and the operational challenges customers face regardless of their size or vertical.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

upsellingcross-sellingdata analysiscustomer profilingservice needs identification

Soft Skills

emotional intelligencecommunicationtrust buildingproblem solving