Job Description

You'll be part of a forward-thinking team dedicated to transforming customer engagement and strengthening strategic relationships. As a Customer Engagement Manager , you will be responsible for orchestrating tailored, high-profile engagements within our state-of-the-art Customer Engagement Center (CEC) located in San Diego. You will collaborate with cross-functional teams to facilitate compelling discussions, ensure seamless execution, and drive meaningful customer interactions that support business objectives.

Tasks and Responsibilities

• Assess and qualify requests based on sales impact, revenue potential, level of attendees, market segmentation, stage in sales cycle, etc.
• Consult with account managers on successful briefing execution from initial request to create agenda, source discussion leaders and lead prep calls
• Work with senior leadership, sales, marketing, and other departments to create, plan and execute customized briefings that meet the objectives of both the customer and account team
• Facilitate planning calls with account team and discussion leaders to ensure understanding of briefing objectives
• Facilitate briefings to ensure execution of agenda and capture of feedback, notes, and follow-up actions
• Manage experience through various delivery methods: on-site, virtual and hybrid
• Provide feedback to account team and discussion leaders in form of debrief
• Build and maintain relationships with marketing and sales teams, product managers, executives, and administrative partners to ensure the execution of successful briefings
• Maintain detailed knowledge of Illumina products and solutions

Must Haves

• Bachelor's Degree (minimum)
• 3+ years of experience working in a briefing center or equivalent experience in a customer-facing role in marketing, sales, or customer success
• Experience working closely with executives (internally and of customers)
• Passionate about Customer Experience – willing to go the extra mile
• Excellent communication and negotiating skills
• Location at San Diego HQ is required
• Working outside of normal business hours may be required

Plusses

• Knowledge of Salesforce.com and briefing management software a plus

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