Manager, Client Engagement

AGDATA LP•Charlotte, NC

22h

About The Position

AGDATA is seeking a Manager of Client Engagement to lead a team of Strategic and Key Engagement Managers, Data Quality Specialists, and Customer Support analysts supporting mid-market customers in the animal health and agricultural sectors, with primary accountability for client support and overall engagement performance. This role provides people leadership and operational oversight, ensuring accurate and timely delivery and effective issue resolution while serving as an escalation point for complex client needs. Partnering closely with data operations, engineering and product teams, the role drives consistency in engagement execution, monitors customer satisfaction, and implements continuous improvements that enhance client health, retention, and trust in AGDATA’s solutions.

Requirements

5+ years in customer success or account management roles.
Experience systematically analyzing problems or processes, drawing relevant conclusions, and devising appropriate courses of action
Experience collaborating and working with cross-functional teams (e.g., Sales, Marketing, Product Management, Engineering)
Excellent communication and presentation skills
Strong analytical skills and proficiency working with data
Experience with customer support systems (e.g., Salesforce, Service Desk).
Bachelor’s degree or equivalent

Nice To Haves

3-5 years of people management experience, preferably in a customer success team.
Experience with Atlassian tools – i.e. Confluence, Jira/Jira Service Desk, etc.
Familiarity with Lean, Six Sigma, and/or other quality frameworks
Experience in agriculture and/or animal health-related industries, particularly involving marketing, sales, and/or data management
Experience with implementation and/or project management approaches and tools

Responsibilities

Set expectations, provide goals, and manage priorities for direct reports to contribute to department and company objectives
Hire, train, and manage the team to holistically manage the relationships and support of our customers and data submitters throughout the customer journey
Find ways for EMs to deeply understand customers’ objectives, demonstrate ROI and become trusted advisors
Handle customer and data submitter escalations that originate from the team and use them as coaching opportunities to further develop the team’s skillset
Serve as manager-level resource for key mid-market customers to build relationships with key stakeholders and ensure strong partnership and collaboration
Provide situational coaching and skills development of team members at various stages of their career and experience levels
Support team members in effective account planning, renewal strategies, and risk mitigation to drive retention and expansion
Continuously measure, monitor, and improve processes to enhance customer adoption, support experience, retention, and growth
Lead and support team through the implementation of new solutions and transitions out
Manage customer support ingestion points (e.g., phone, ticketing) for mid-market customers, ensuring timely response and resolution
Create and maintain tracking of key departmental metrics including NPS score, Client Health, and response/resolution SLA’s
Develop and maintain a deep understanding of AGDATA’s services and customers within an evolving marketplace

Benefits

You have the option to choose from three medical, two dental and two vision plans to ensure your elections are the best fit for you and your family including your domestic partner and their child(ren).
Helping you save: you’ll have access to a Health Savings Account with employer contributions as well as Health and Dependent Care Flexible Spending Accounts.
Planning for the future: you can plan for the near and long term with AGDATA’s 401(k) retirement savings plan with matching company contributions and our tuition reimbursement program.
Ensuring all around well-being: you’ll also get to enjoy access to ancillary benefits, Employee Assistance Programs including virtual counseling sessions, Pet Insurance, Ergonomic Assessments, and other discount programs that will help you and your family stay on track physically, socially, emotionally, and financially.
Paid time off is available to you and we also have competitive holiday options available including the week between Christmas and New Year’s. The special perk here is that the entire organization is off at the same time.
Offering flexibility: we understand, life happens. You can work from home and partner with your manager to flex your hours.
Need or want to come into our brand-new office space? Free snacks and different types of drinks will be available for you to choose from.
Offering a best-in-class onboarding experience: AGDATA invests heavily in our associates' training and development. Our Training team is fully dedicated to ensuring your onboarding will be successful and also focuses on the continued development of your soft and hard skills.
You’ll have unparalleled visibility and communication with senior leadership across the organization. Each of our executive team members meets with our new hires during their first quarter!
Supporting atmosphere encouraging positive feedback: Our Shout Out Program gives our associates the opportunity to give feedback at any time which will be shared and celebrated company-wide and may even be topped off with an award.
Ensuring clear communication: Our monthly in-person and virtual town halls led by our CEO and other Leaders guarantee everyone stays up-to-date. We make sure to provide lunch so you can socialize and collaborate.