At a Glance
- Tasks: Build strong customer relationships and ensure they get the most from our solutions.
- Company: Join Netcall, a leading UK software company transforming customer experiences.
- Benefits: Enjoy competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic work environment with opportunities to collaborate across teams and drive change.
- Why this job: Make a real impact by helping customers succeed with innovative tech solutions.
- Qualifications: 3-5 years in customer-facing roles, strong communication skills, and a passion for customer success.
The predicted salary is between 40000 - 50000 £ per year.
Netcall is a UK-based software company helping organisations improve customer and citizen experiences through low-code, automation, contact centre and digital engagement solutions. We work with organisations across sectors including healthcare, local government and enterprise, supporting teams to streamline services, improve access and deliver better outcomes for the people they serve.
Purpose of Role
To develop strong customer relationships and help customers realise measurable value from Netcall’s solutions through adoption, ongoing partnership and effective lifecycle management. The role works across customers and internal teams to maintain a high-quality customer experience, support retention and identify opportunities for increased platform value.
Key Responsibilities
- Customer Engagement and Value Realisation: Build strong relationships across assigned accounts, acting as a trusted point of contact throughout the customer lifecycle and helping maintain high levels of satisfaction, adoption and customer health. Understand what customers are trying to achieve operationally and help ensure Netcall solutions are being used in a way that supports those goals. Agree success measures with customers, track progress over time and help customers understand the value being delivered. Lead regular customer reviews focused on adoption, usage, progress, risks and opportunities for improvement.
- Onboarding and Early Lifecycle: Support customers through the onboarding stage prior to project delivery, helping ensure they are prepared for implementation and understand the journey ahead. Work with Project team and Solution Architect team to coordinate onboarding activities such as platform access, training alignment, stakeholder engagement and success planning. Help create a positive early customer experience and establish strong foundations for long-term adoption.
- Adoption, Insight and Customer Health: Monitor platform usage, engagement and customer health to identify adoption gaps, risks, improvement opportunities or where additional support may be required. Work with customers to encourage greater adoption of platform capabilities and support continuous improvement over time. Share customer feedback, operational challenges and emerging requirements with internal teams to help shape ongoing improvements.
- Commercial Support: Work alongside Account Management to identify opportunities for increased adoption, additional use cases and broader platform value. Support renewal conversations by helping demonstrate customer progress, usage and operational impact. Support discussions around new functionality, use cases and platform capabilities aligned to customer priorities.
- Advocacy and Internal Collaboration: Support customer advocacy activity including case studies, references, testimonials and wider customer engagement initiatives. Lead and coordinate one of Netcall’s customer user groups, partnering with the customer chair to facilitate discussion, encourage knowledge sharing and strengthen community engagement. Work closely with Account Management, Solution Architect, Innovations Product Owner, Support, Community and Project teams to help deliver a joined-up customer experience and maintain progress across the customer lifecycle.
Skills and Knowledge
- Strong communication and stakeholder management skills, able to build credibility with customers, ask the right questions and adapt communication style across operational teams through to senior stakeholders.
- Customer-focused and naturally curious, able to understand customer priorities, operational challenges and differing stakeholder perspectives.
- Commercially aware, comfortable identifying opportunities for increased adoption or wider platform value while working in partnership with Account Management rather than carrying a sales target.
- Comfortable using data and customer insight to identify trends, risks and opportunities and guide customer conversations.
- Able to encourage adoption and behavioural change, helping customers embed solutions into operational processes and maximise long-term value.
- Well-organised and able to manage multiple customers, competing priorities and differing levels of complexity across accounts.
- Collaborative in approach, working effectively across commercial, technical, delivery and support teams to maintain momentum and resolve challenges.
- Proactive and solution-oriented, able to identify issues early, work through ambiguity and keep activity moving forward without needing everything fully defined or operationalised.
- Comfortable facilitating customer discussions including service reviews, workshops, user groups and wider engagement sessions.
- Thrives in an evolving environment with a degree of ambiguity, able to establish structure, shape ways of working and drive outcomes without relying on fully defined processes.
Experience Must Have
- 3-5 years’ experience working in a Customer Success, Customer Engagement, Account Management, Professional Services or similar customer-facing role within a SaaS, technology or digital services organisation.
- Experience managing multiple customer relationships or accounts simultaneously, maintaining engagement across organisations with differing priorities, levels of maturity and operational challenges.
- Experience supporting operational change, service improvement or digital transformation initiatives within customer organisations.
- Experience supporting customers through onboarding, adoption and ongoing customer engagement activities within a technology or platform-based environment.
- Experience working cross-functionally with commercial, technical, delivery and support teams to coordinate activity and help achieve positive customer outcomes.
- Experience participating in customer reviews, workshops or operational discussions with a range of stakeholders, including senior customer contacts.
- Experience using customer insight, reporting or usage data to support customer discussions, identify risks and improve engagement.
- Experience working in fast-moving or evolving environments where processes, responsibilities and ways of working were not always fully defined.
- Experience working with enterprise or complex platform-based solutions.
- Experience supporting customers within public sector, healthcare or other regulated environments.
- Experience contributing to customer advocacy activity such as case studies, customer forums, reference programmes or community engagement initiatives.
- Exposure to low-code platforms, workflow automation and contact centre solutions.
Special conditions
- Must have the right to work in the U.K.
- Must be eligible for or able to obtain NPPV3 clearance.
- Full driving licence.
- There may be some requirement to work flexible hours to meet customer deadlines, attend events and travel to our offices and customer sites.
Customer Engagement Manager employer: Netcall
Netcall is an exceptional employer that prioritises employee growth and development within a collaborative and innovative work culture. Located in the UK, we offer our Customer Engagement Managers the opportunity to build meaningful relationships with clients across various sectors, while enjoying a supportive environment that encourages professional advancement and continuous learning. With a focus on customer success and a commitment to improving experiences through cutting-edge technology, Netcall provides a rewarding career path for those looking to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Engagement Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer engagement. When you get the chance to chat with potential employers, share these stories to demonstrate your value.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like Netcall, and express your interest. A friendly email can go a long way in making a memorable impression.
✨Tip Number 4
Utilise our website! Apply directly through StudySmarter’s platform for a smoother application process. We’re here to help you every step of the way, so don’t hesitate to reach out if you need guidance.
We think you need these skills to ace Customer Engagement Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Engagement Manager role. Highlight your experience in customer success and how it aligns with Netcall's mission to improve customer experiences. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since strong communication is key in this role, use your application to demonstrate your ability to convey ideas clearly. Share examples of how you've built relationships with customers or stakeholders in the past. We love seeing those real-life stories!
Highlight Relevant Experience:Don’t forget to mention your experience in managing multiple customer accounts and driving adoption of technology solutions. We’re looking for someone who can navigate complex environments, so make sure to showcase your relevant skills and achievements.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Netcall family!
How to prepare for a job interview at Netcall
✨Know Your Customer Engagement Strategies
Before the interview, brush up on effective customer engagement strategies. Be ready to discuss how you would build strong relationships and ensure customer satisfaction, as this role is all about helping customers realise value from Netcall’s solutions.
✨Showcase Your Communication Skills
Since strong communication is key in this role, prepare examples of how you've successfully managed stakeholder relationships in the past. Think about times when you adapted your communication style to suit different audiences, from operational teams to senior stakeholders.
✨Demonstrate Your Problem-Solving Ability
Be prepared to discuss specific challenges you've faced in previous roles and how you overcame them. Highlight your proactive approach to identifying issues early and your ability to work through ambiguity to keep projects moving forward.
✨Familiarise Yourself with Netcall’s Solutions
Take some time to understand Netcall’s low-code platforms and digital engagement solutions. Being knowledgeable about their offerings will not only impress your interviewers but also help you articulate how you can support customers in adopting these technologies effectively.
