What are the responsibilities and job description for the Engagement Manager position at 11X?
About 11x
At 11x, we build fully autonomous digital workers that automate specific jobs end-to-end. We sell work, not software.
Alice, our AI Sales Development Rep, was the pioneer in establishing the digital workers category. In less than a year since launch, she has generated millions in revenue and earned the trust of hundreds of companies, including Brex, Otter AI, and Hasura.
Our startup thrives on a culture of relentless velocity, ownership, and boundary-pushing. Our team comprises of pirates - ex-founders and founding employees of unicorns (e.g., Brex, Tractable), as well as entrepreneurial operators from Revolut, Amazon, and McKinsey.
Why Now?
At 11x, our biggest problem is that we're growing way too fast. Our sales team has their calendars booked 2 months in advance just from inbound traffic and the growth only accelerates exponentially.
We are hiring need exceptional problem solvers and relationship builders operators that will be the core of the growing 11x Customer Engagement team to keep up with our scale.
Who We're Looking For
We need relentless and driven Senior Customer Engagement professionals with an exceptional track record of forging deep, impactful customer relationships and delivering outstanding results. We are committed to our value proposition of aligning incentives with our customers, and you will be the relentless force ensuring unparalleled customer satisfaction and retention with C-Level executives and key decision-makers.
As a crucial early team member, you won't just contribute-you'll architect the customer success framework and spearhead dynamic strategies that fuel our explosive growth!
What You'll Do
- Independently develop and execute strategies to retain and expand 11x customer relationships, driving ongoing success and loyalty
- Ensure we deeply understand the delight levels of customers using our product, guiding them to their "aha" moments, and driving high Net Promoter Scores (NPS)
- Identify and mitigate potential risks, employing foresight and precision to safeguard customer satisfaction
- Monitor product utilization and account health with unwavering diligence, utilizing dashboards, customized alerts, and other tools to identify opportunities for account expansion and address any issues promptly
- Ensure customers consistently achieve success with 11x, proactively managing and adjusting strategies as necessary to support their growth and goals
- Proactively reach out to customers based on predefined criteria, anticipating their needs and addressing potential concerns before they arise
- Advocate fiercely for customers across Engineering, Product, and Design (EPD) teams, ensuring their voices are heard and their needs are met
- Own product adoption, retention, and growth metrics for your named accounts, relentlessly driving towards exceptional results and continuous improvement