Engagement Manager

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

*Introduction*
The Engagement Manager at Optimizely plays a crucial role in product onboarding and delivering excellent customer experiences within the Customer Success Organization's Onboarding Team. They will be responsible for ensuring smooth transitions for new clients, addressing any concerns promptly, and continuously working to improve the onboarding process.

*Job Responsibilities
Customer Experience*

• Serve as the primary contact for Optimizely's Product Onboarding team, ensuring a premium onboarding experience for customers. Strong communication skills are essential to articulate thoughts clearly and engage effectively with both technical and non-technical stakeholders.
• Manage global clients through comprehensive product onboarding projects , from sales handover to the go-live stage . A strong background in client-facing roles is crucial to ensure effective client engagement and satisfaction.

Project Management

• Lead multiple simultaneous customer onboarding processes across a range of products, aligning business goals with customer use cases and ensuring technical quality throughout the project lifecycle. This includes managing timelines, risks, and stakeholder expectations to deliver a seamless onboarding experience .
• Maintain project hygiene by providing regular updates on status and timelines.
• Demonstrated experience with project management tools and methodologies.

Stakeholder Collaboration

• Work closely with internal teams and external partners to deliver structured onboarding programs with defined goals and timelines. Serve as the main point of contact for customers and implementation partners during onboarding.

Technical Support

• Use tools like Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, and Gainsight to manage onboarding projects. Understand customer goals and promote product adoption through continuous learning of Optimizely products and relevant tools

Working Hours: Monday to Friday, 2:00 PM – 10:00 PM Dhaka time [Hybrid]

*Knowledge and Experience
Experience*

• Minimum 3+ years in customer success and project management within a SaaS/PaaS environment.
• Must have experience with global clients and managing international projects.
• Proven ability to manage competing priorities, adapt quickly, and respond to shifting customer needs and timelines.

Skills

• Highly collaborative, organized, and execution-oriented with strong communication and presentation skills.
• Solid project management skills, with attention to detail, timelines, and quality.
• PMP certification required***; familiarity with Agile, hybrid, and Waterfall methodologies required.
• Strong problem-solving abilities and flexibility in dynamic project settings.
• Proven experience managing multiple projects simultaneously.
• Excellent verbal and written communication in English.

Technical Knowledge

• Understanding of A/B testing, experimentation, CMS, cloud computing, B2B/B2C commerce, and web technologies.
• Familiarity with Optimizely products is a plus.

Personal Attributes

• Confident, self-motivated, and eager to learn new technologies.
• Energetic team player with strong work ethic, organizational skills, stakeholder management, and leadership ability.
• Able to thrive in a fast-paced, high-performance environment.

*Education*
Bachelor's degree required, with 3+ years of relevant experience.