Sr Manager, Field Engagement, Emerging Markets

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

POSITION SUMMARY:

The Senior Manager, Emerging Markets plays a vital role in driving market level adoption, utilization, satisfactory and performance execution of company solutions. success, satisfaction and utilization of the company's product solutions. This position focuses on driving field implementation, utilization, satisfaction and operational issues resolution.

In this high impact role, you will be responsible for guiding clients through the adoption and integration of our products and services into their operational workflows, ultimately leading to measurable business outcomes. The Senior Manager will collaborate closely with internal teams and client stakeholders to support the implementation of enablement strategies that foster client satisfaction, retention, and growth.

In the Emerging Markets Line of Business, we identify, design, develop, and deliver innovative solutions and services that tackle real-world challenges. Your efforts will directly drive profitable growth for Agero, all while ensuring that these solutions are both scalable and sustainable for long-term success.

ESSENTIAL FUNCTIONS:

• Client Engagement & Enablement: Manage relationships with key assigned clients, with a focus on facilitating solution adoption and demonstrating tangible value. Contribute to the design and delivery of enablement programs that align with client objectives and promote product usage.
• Utilization Support: Support the development and execution of adoption plans. Monitor usage data and provide actionable recommendations to empower clients to maximize the value of our solutions.
• Account Growth Collaboration: Partner closely with sales and account management teams to identify and support opportunities for cross-selling and upselling by enhancing client engagement and showcasing product value.
• Cross-Functional Coordination: Collaborate with product, engineering, marketing, and sales teams to share client feedback, contribute to the improvement of training and onboarding resources, and enhance the overall client experience.
• Client Success Metrics: Track and report on key client usage and success metrics. Leverage these insights to support client health assessments, recommend proactive interventions, and contribute to the optimization of enablement approaches.
• Issue Resolution: Coordinate efforts to address client challenges related to adoption or product usage. Facilitate the identification of solutions in collaboration with product and support teams.

JOB SPECIFICATIONS & ROLE BASED COMPETENCIES - KNOWLEDGE, SKILLS AND ABILITIES:

EDUCATION: Bachelor’s degree in Business, Management, or a related field (or equivalent experience). Additional certifications or training in client success or project management is a plus.

EXPERIENCE: 6+ years in a client success, account management, or consulting role, with a strong emphasis on post-sales enablement and solution adoption. Experience in solution consulting or enablement roles focused on increasing product adoption is preferred. Experience managing large-scale client implementations or transformation programs is a plus.

ROLE BASED COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES):

• Leadership: Demonstrated ability to guide client-facing initiatives and contribute effectively to cross-functional projects. Capable of mentoring junior team members and collaborating effectively in a dynamic environment.
• Cross-Functional Collaboration: Experience working collaboratively with product, sales, marketing, and engineering teams to align on client needs and support the delivery of enablement initiatives.
• Verbal Communication: Strong interpersonal skills, with the ability to communicate clearly and effectively with client stakeholders and internal teams to support adoption and engagement.
• Written Communication: Proficient in developing clear and concise documentation and client-facing materials, including reports, training content, and communications.
• Client Engagement: Proven ability to support key clients by contributing to the execution of adoption plans, addressing their needs, and fostering long-term satisfaction.
• Revenue Growth: Supports account growth by identifying usage patterns and collaborating with sales/account teams on opportunities for expansion through enhanced solution adoption.
• Analytical Thinking: Comfortable utilizing data and client feedback to generate insights, inform decision-making, and recommend enhancements to enablement programs.
• Problem Solving: Proactively identifies client challenges and collaborates with internal teams to develop creative and actionable solutions that improve product adoption.
• Project Management: Ability to manage multiple client enablement projects, track timelines, and ensure effective delivery of key milestones.
• Systems and Data Tools: Experience working with CRM, Dealer Management Systems, and reporting dashboards.

WORKING RELATIONSHIPS: Collaborates with product, engineering, sales, and marketing teams to execute client enablement initiatives. Develops trusted relationships with client contacts to support adoption and gather feedback.

ADDITIONAL REQUIREMENTS: 30-40% Travel Required

Hiring In:

• United States: AZ, CA, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA
• Canada: Province of Ontario

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.

• Family Support: Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.