Senior Client Engagement Manager

Job Description

Laserfiche is seeking a Senior Client Engagement Manager who will play a pivotal role in managing and nurturing relationships with our largest, most strategic clients. Your primary responsibility will be to drive success and value across key enterprise accounts, ensuring seamless onboarding, optimizing client health and sentiment, promoting product adoption, and driving retention and growth. This role will be the main point of contact for these clients, working cross-functionally to deliver technical support, product training, and strategic guidance to achieve their business objectives. Location:

• Three days/week work from office – Long Beach, CA
• Work from home on Mondays and Fridays

About the Role - Key Responsibilities

• Understand client business objectives, use cases, and partner with clients to create and achieve their strategic vision
• Develop regular cadence of communication and interactions with clients: increase levels and types of connection based on their preferences
• Identify their needs and suggest new products and services that benefit them – including upgrades to most current products
• Solicit client feedback regularly to share it with relevant teams and stakeholders and help create related actionable plans for overall better client health
• Actively manage renewals, identifying growth opportunities, ensuring long-term client retention and satisfaction, and partnering with direct sales for large expansion opportunities
• Monitor and support assigned Clients’ needs to prevent account churn and assist sales in identifying ARR growth opportunities from these accounts
• Continuously monitor customer health metrics, proactively address any risks or concerns, and drive initiatives to improve customer satisfaction and sentiment
• Review, analyze and reference Client engagement business analytics where available, including Cloud weekly active user metrics, and other product adoption metrics
• Refer standard and confirmed Client account renewal transactions to Direct Sales Billing Specialist for sales quote generation
• Engage actively in the resolution of Client issues, with Product Customer Support and/or Service Delivery team, as required
• Collaborate with cross functional teams and share all aspects of the Client’s needs including communication, technology, development, budgets and expansion opportunities
• Provide product training and Laserfiche demonstrations for Clients
• Lead client onboarding efforts and support implementation teams during active projects and assist with resolution of client issues between support and services
• Continue to drive adoption of current and new product features and functionalities, ensuring that all clients - including enterprise - are fully leveraging the platform to meet their goals
• Represent the voice of the client internally, providing feedback to product and management to help shape product roadmap, features, and functionality
• Request Client product reviews, testimonials, and Case Studies (with Marketing assistance), and collaborate with Marketing on client engagement ideas
• Perform other related work as needed or assigned
• Ability to visit clients onsite once a quarter (or as needed)

About You - Essential Qualifications

• Bachelor's Degree preferred (Sales, Marketing, Business, Computer Science, Communications, etc)
• 5+ years of experience in customer success, account management, or similar roles, with a focus on enterprise-level clients
• Proven track record of managing large, complex accounts and achieving strong client outcomes in areas such as renewals, product adoption, and satisfaction
• Excellent communication, interpersonal, and relationship-building skills (written and verbal), with experience working across various levels of client organizations, including C-level executives
• Experience providing product training and delivering basic technical support to large enterprise clients, including to both technical and non-technical stakeholders
• Ability to prioritize tasks and customer requests with a proactive, solution-oriented approach while operating with a sense of urgency
• Exceptionally strong organization skills and attention to detail while juggling multiple responsibilities for small to enterprise accounts
• Strong understanding of Laserfiche Product software and functionality
• Creative problem-solving and client facing conflict-resolution skills, with an emphasis on showing value and instilling confidence in the role, the product, and the company
• Strong PC skills—proficiency in Salesforce, in-house Order Management System, Microsoft Excel, Word, Teams, Zoom, Pardot, Zendesk
• A positive attitude and desire to be a team player; winning together is how we achieve success!
• Experience in SaaS or technology-related industries as it pertains to product onboarding and technical implementations preferred

The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate’s geographic region, job-related knowledge, skills, and years of experience amongst other factors.

• $104,000 - $120,000 per year

Perks & Benefits at a Glance

• Generous time off:
  • 15 Days of Vacation
  • 3 Floating Holidays
  • 2 Paid Volunteer Days
  • 9 Paid Holidays
• Hybrid Work Environment
• Free Parking: covered and EV charging stations
• Various 401 (k) Investment Options and Generous Company Match
• HMO and PPO Medical Care Options (Employees are fully covered under HMO)

Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time.

About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives.Learn more about our team here. Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law. Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Talent Acquisition at https://www.laserfiche.com/contact/or 562-988-1688. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. #LI-Hybrid