About the Job:

LaunchDarkly is seeking a founding Engagement Manager to help build our Professional Services team. As the first Engagement Manager to join the team, you will have a hand in shaping how our customers experience our team and our product. You’ll be able to craft the procedures and processes for how we run aspects of our Professional Services team. You’ll have opportunities to jump into everything from coordinating Professional Services engagements, collaborating with the finance team, to collaborating with internal tools teams to build customer reporting.

The best candidate for this role is customer-obsessed, organized, collaborative, and empathetic. Success will require a deep understanding of how to craft customer experiences that enable our customers to adopt our product more quickly and have a great experience using LaunchDarkly.

Responsibilities:

• Coordinate engagements: Scheduling meetings for engagements

• Creating and improving scheduling processes: Working closely with delivery team leaders to ensure scheduling processes work smoothly

• Working with our digital team to enable asynchronous learning for customers: Sending our pre-requisites (could be overlap with digital, or use digital's tooling for this)

• Tracking customer satisfaction and outcomes: Being responsible for post engagement surveys and iterating to excellence as we gain insight from customer experience

• Reporting: Working with the leader of Professional Services, and PS team managers, to ensure we have the correct Looker dashboards to be successful and have the insights we need

• Continuous Refinement: Focus on engagement performance and metrics. Leverage quantitative and qualitative insights to adjust and optimize our offerings

• Managing the change order process: Working with customers and internal stakeholders on how we deftly handle change with our customers and internally

About You:

• Empathetic: At the heart of our work are people, both internal to LaunchDarkly, our customers, and our partners. You are driven to understand customer mindset and pain points to create an experience that achieves business goals and meets customer needs. You are great at thinking through processes and experiences from the the perspective of others.

• Team-Oriented: You excel at collaborating across the company. You can move easily between our Professional Services team, our customers, and other LaunchDarkly teams like Sales, Legal, or Finance to accomplish our business' objectives.

• Great Communicator: You have a natural ability to build relationships with cross-functional team members and are a master of the written word, with excellent attention to detail.

• A Believer: You understand that almost anything we see in the world was built by humans. You recognize that you have an ability to make many of the things we interact, internally or externally, better through iteration and effort.

• Startup Mentality: You thrive in a fast-paced, high-intensity environment where you balance multiple projects and can prioritize your work both short and long term. You thrive to help us create a calm company that has less fires, but are willing to roll up your sleeves and help us make LaunchDarkly a great place to work where people can do the best work of their career.

• Driven: You are motivated to achieve success both at work and in your personal life. You get joy from seeing others succeed and are invested in helping people grow and improve.

• Commercially Aware: You understand how content ties to business objectives, understand target audience profiles and insights, and incorporate these into effective UX and marketing copy.

Qualifications:

• Experience working on a Professional Services team as an Engagement Manager, or something related that can make success likely in this role

• Demonstrated ability to create, implement, and maintain processes and procedures that help our company run calmly and efficiently

• An ability to explain why you are the right person for this role, with a focus on being able to speak through things you individually implemented that helped your team achieve success.

Specific Requirements:

• Travel required throughout the year for internal team meetings, company summits, etc. I would expect travel to average around one week per quarter for this role

• Must be authorized to work in US / Canada (no visa sponsorship / relocation)

• No specific education required. We value your experience more than formal certifications or degrees.

About LaunchDarkly:

LaunchDarkly is a Feature Management Platform that serves trillions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka "dark launching"). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

Don't let the confidence gap get in the way of applying! We'd love to hear from you.

LaunchDarkly is also committed to giving back to our community and is a part of Pledge 1%, an organization that helps companies make this a priority. Through this initiative and its charitable arm, the LaunchDarkly Foundation, the company is committed to such causes as supporting education for the underserved, homelessness relief and moving towards having a net-zero carbon footprint. You can find more about the LaunchDarkly Foundation and the organizations we serve at https://launchdarkly.com/foundation/.

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