Associate Engagement Manager

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

We are looking for a data-driven, relationship-oriented Associate Engagement Manager to join our 8x8 Professional Services sales team.

In this role, you won't be making cold calls to strangers. Instead, you will be a whitespace specialist, utilizing internal customer profiles, health scores, and usage insights to identify existing clients who would benefit from our Recurring Services portfolio. You are the bridge between a customer "using" our 8x8 platform and a customer "mastering" it through our valued services offers such as Service Management, Training Subscription, Technical Account Manager (TAM), and continuous optimization offers.

The Mission: Move our customers from "Self-Managed" to "8x8 Services Optimized."

Core Responsibilities

• Data-Driven Prospecting: Analyze internal customer dashboards and Salesforce CRM data to identify accounts with low recurring service coverage.

• Whitespace Identification: Map the existing customer base to find opportunities for upselling 8x8 recurring services offers.

• Internal Collaboration: Partner with Customer Success Managers (CSMs), Engagement Managers, and Account Executives (AMs) to build "better together" account plans.

• Insight-Led Outreach: Craft highly personalized outreach based on a customer's specific platform usage, support history, and business goals.

• Consultative Selling: Conduct discovery sessions to move customers from a "break-fix" mindset to a proactive, managed environment.

• Feedback Loop: Partner with the Services GTM team to share insights on why customers are (or aren't) adopting recurring offers.

The Ideal Candidate

You are an active listener who understands that a great customer experience balances simplicity, robust features, and superb services to solve real world problems. You also enjoy following a logical, fact-based approach, and possess the ability to see correlations by analyzing data and monitoring business KPIs.

• Possess relevant experience in Business Development Representative, Account Management, or Customer Success. Experience with upselling/cross-selling is a major plus.

• Analytics Skills: Ability to look at customer profiles and usage data and "connect the dots" to a specific service need.

• Communication: High "EQ" (Emotional Intelligence); ability to navigate internal friction and build trust with existing account stakeholders. Exceptional written and verbal communication; ability to explain complex service offers in simple business terms, highlighting their value proposition and quantifiable business outcomes.

• Tech Stack: Experience with Salesforce, Google Desktop, Gemini, and other internal tools.

• Mindset: A "hunter" mentality with a service-oriented heart. You enjoy the challenge of outbound reach but care deeply about customer outcomes.

• Industry Knowledge: Deep interest in the UCaaS/CCaaS ecosystem and the operational challenges customers face regardless of their size or vertical.

Why This Role is Unique

Because you are working with existing customers, you have the "keys to the kingdom"—access to their history, their pain points, and their usage patterns, to help you with the identification and positioning of the right offer(s) based on each customer’s specific needs.

Key Performance Indicators (KPIs)

Your success is measured by the long-term health and retention of our most valuable assets: our customers, and evaluated by the following KPIs among others:

• Account Penetration: Percentage of the assigned customer base successfully contacted with a relevant services offer.

• Qualified Pipeline: Total dollar value of recurring service opportunities generated.

• Closed Deals: Total dollar value of recurring service opportunities closed, either personally or with the assistance of other extended sales team members.

• Customer Retention (NRR): Direct impact on Net Retention by increasing "stickiness" through professional services.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program. View the Participant Poster in English and Español. View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)

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