Customer Success Manager

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