CustomerGaige

Manager

• Lead complex enterprise implementations from discovery through launch
• Partner with executive sponsors and key stakeholders to translate business objectives into scalable solution designs
• Recommend, configure, validate, and optimize platform settings
• Guide customers in interpreting dashboards, KPIs, and account health metrics
• Advise on CRM integrations, SSO, APIs, automation, and technical workflows
• Support the design, testing, and launch of branded survey campaigns
• Drive adoption through customer education on change management, governance, and long-term program success
• Own multiple concurrent enterprise implementations and strategic rollout projects
• Develop implementation plans, timelines, success criteria, and risk mitigation strategies
• Facilitate executive and project status meetings
• Anticipate risks, resolve issues, and coordinate cross-functional resources
• Advocate for customer needs with Strategic Account Management and Product
• Deliver customer training and enablement programs
• Develop implementation guides, playbooks, FAQs, and enablement content
• Improve internal processes, implementation methodologies, and onboarding experiences

Senior Account Services Manager

Pre-sales Engineer

• Serve as CustomerGauge's technical trusted advisor to mid-market and enterprise prospects across Europe and North America and occasionally farther afield
• Own the technical and CX-program side of complex, high-value sales cycles
• Partner with account executives from the first discovery call through technical close
• Connect platform capabilities directly to measurable business outcomes
• Lead discovery, solution architecture, proof-of-concept engagements, demonstrations, and executive presentations
• Shape, qualify, and accelerate deals from a technical and domain standpoint
• Translate business and technical requirements into solution designs covering integration architecture, data flows, program configuration, and implementation approach
• Lead responses to RFPs, RFIs, and security questionnaires
• Run technical deep-dives with IT, data, and operations stakeholders
• Design and deliver tailored demos and proofs of concept
• Engage with IT architects, program owners, and C-suite stakeholders
• Hand off closed deals to services and account management with scope, solution design, and success criteria
• Feed competitive intelligence and prospect requirements to product and marketing
• Develop demo environments, reference architectures, and presales assets
• Occasionally support existing customers in expansion sales pursuits
• Report to the CRO

Presales Solutions Principal

Account Manager

• Partner with customers to define success metrics and demonstrate measurable business outcomes
• Communicate ROI to executive stakeholders and establish CustomerGauge as a strategic partner
• Manage the entire strategic account portfolio
• Achieve assigned strategic account KPIs and OKRs
• Maintain a team Net Retention Rate of 105%
• Ensure one touch per account each month
• Conduct 10 Impact Reviews per quarter with key client stakeholders
• Establish and nurture long-term client relationships
• Build trusted executive relationships across customer organizations
• Address customer queries and concerns promptly
• Advocate solutions and innovative ideas to meet client needs
• Act as liaison between key customers and internal teams
• Identify strategic opportunities that increase customer value and long-term revenue
• Monitor sales performance metrics and report trends
• Prepare monthly, quarterly, and annual reports and forecasts
• Identify upsell and cross-sell opportunities with the commercial team
• Activate promoters for referrals and further upsell opportunities
• Connect Executive Sponsors with high-value and strategic accounts to decrease churn risk
• Identify and report or escalate churn risks
• Develop proactive action plans for all accounts
• Collaborate with Account Services and internal stakeholders to guide, assist, and develop partner accounts
• Understand technical questions and communicate solutions
• Contribute as an evangelist, culture carrier, educator, and communicator, including potential podcast or LinkedIn participation
• Collaborate cross-functionally with Sales, Marketing, Product, and Account Services to drive coordinated customer engagement and commercial success
• Use AI and automation to improve productivity, enhance customer engagement, and eliminate repetitive work
• Travel occasionally to customer sites, events, company meetings, and global offices

Senior Account Services Manager

Presales Solutions Principal

Senior Strategic Account Manager