iTron

Engagement Manager

iTron

full-time

Posted on:

Location Type: Remote

Location: Ohio • Texas • United States

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About the role

  • Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth
  • Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment
  • Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes
  • Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints
  • Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes
  • Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues
  • Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection
  • Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment
  • Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support
  • Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities
  • Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption

Requirements

  • Bachelor’s degree in a related field or equivalent experience
  • 2–3 years of client-facing experience in a services or software vendor role (preferably SaaS)
  • Proven success in SaaS engagement, retention, and growth with enterprise-level customers
  • Track record of delivering adoption, renewals, expansion, and business value realization
  • Strong stakeholder management skills and ability to build trust with senior executives
  • Excellent communication and presentation skills for executive-level audiences
  • Demonstrated empathy for customers and a strong sense of urgency in meeting their needs
  • Solid project and engagement management skills (e.g., Microsoft O365, Jira, Confluence)
  • Ability to quickly develop product, technology, and industry knowledge; experience with utilities, municipalities, or telecom preferred
  • Willingness to travel for in-person meetings (US and Canada); Eastern Time Zone location preferred
Benefits
  • competitive benefit package including; financial, social, health and wellbeing programs
  • paid vacation
  • 401k matching
  • employee stock purchase program
  • hybrid work schedule
  • more
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaS engagementcustomer retentionbusiness value realizationproject managementengagement management
Soft Skills
stakeholder managementcommunication skillspresentation skillsempathysense of urgency
Certifications
Bachelor’s degree