Overview
IDC is seeking a
Customer Engagement Manager who will be a self-starter, highly customer-centric and possess strong leadership skills. In this position, the Customer Engagement Manager, will work with IDC's IT Supplier clients to proactively monitor usage and drive continued user adoption. This is a highly visible, fast paced, and dynamic position that plays a core part of IDC’s strategy.
This role will be focused on positively influencing customer usage to achieve retention and growth. The successful candidate will ultimately be responsible for monitoring account usage and customer adoption in a post-sales capacity for a large group of accounts. The Customer Engagement Manager will also work with IDC’s internal Customer Service On-Demand team to resolve customer inquiry. Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated!
Why IDC?
IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the 2022 Analyst Firm of the Year for the third consecutive year, for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.
Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future! We are just getting started!
Responsibilities
- Partner with internal stakeholders and clients to deliver high-value outcomes and experiences, and predictable growth for the business
- Proactively monitor and manage a list of up to 125 accounts to drive high user adoption
- Gauge customer engagement levels and find creative solutions to drive deeper value
- Ensure your clients have the required IDC resources to achieve success
- Serve as the primary contact for the onboarding of new customers, and training
- Understand customer outcomes through ongoing collection and analysis of data and feedback
- Work with internal partners on customer feedback management and reporting
- Be part of interactive, online chat with clients
Qualifications
- Bachelor’s Degree is preferred or equivalent experience
- Ideally 3+ years of experience in customer success, account management, or business development
- Impressive executive presence and communication abilities
- Excellent time management and ability to manage priorities
- Passion for technology and experience working for or with technology suppliers
- Ability to communicate with professionals at all levels within an organization
- Experience creating structure in ambiguous situations and designing effective processes
- This position involves up to 10% within U.S. travel to visit key customers
- The role will be based in an IDC U.S. office (Needham, MA or Tampa, FL) or an approved State remote home office
About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,300 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.
IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.
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