Customer Engagement Specialist

| Greater Boston Area

PURPOSE:

The Predictive Index (PI) is a talent optimization platform that gives business leaders access to the people data they need to make objective hiring decisions, design great teams and culture, and reach their strategic business goals. PI has more than 7,500 customers across 142+ countries including Nissan, Citizens Bank, DocuSign, Subway, 47 Brand, Blue Cross Blue Shield, and Omni Hotels.

PI is a scientific instrument that has undergone more than 500 validity studies. Our team takes great pride in PI’s power to improve and supercharge workplace relationships and culture—and we’re our own best case study! You’ll be part of a mission that inspires you, and you’ll be surrounded by fun, smart, motivated people day in and day out. Our company motto is “better work, better world,” and we take that to heart, especially when it comes to our own people.


POSITION:

The Customer Engagement Specialist is an entry role into the world of the customer. This role is focused on the customer and setting them up for success within PI. You will be managing a high volume book of business to help drive customer retention, and customer satisfaction through low touch and automation. This role is central to developing better ways to communicate through a 1 to many strategies. You will be proactively engaging customers to help guide them through the full PI experience; driving product adoption and providing value-added information as well as reactively responding to customer inquiries. This includes monitoring feature adoption, aiding with online training webinars and digital learning and ensuring a frictionless renewal and upsell process for customers. The Customer Engagement Specialist will own the documentation of customer’s pertinent information, and gathering the voice of the customer feedback. This role is ideal for an individual who has the ability to work as part of a cross-functional team; has a hunger for learning, and can manage the success of multiple customers simultaneously as well as has a passion for solving problems and driving to results. 


KEY RESPONSIBILITIES:

  • Work closely with a large book of customers to help renew, and expand client accounts
  • Focus on engaging customers with a 1 to many approach for the purpose of proactive retention and reducing customer churn through product adoption 
  • Recognize growth opportunities within client accounts, identify and qualify key decision makers.
  • Work with a strong sense of urgency to meet and exceed daily/monthly KPI’s and document all sales activity in Salesforce
  • Engage non-active and past customers to help re-generate interest in PI solutions 
  • Participate and lead special internal projects to improve efficiencies and build process
  • Relentlessly learn about the PI Platform, Talent Optimization and our clients, and their business needs
  • Display a positive and empathetic attitude towards our customers

DESIRED EXPERIENCE:

  • 1+ years’ experience in a business role
  • Bachelor’s degree 
  • Experience using a CRM is preferred. 
  • A bias towards action, getting feedback from others, measurement, and optimization

This position is based in our newly renovated office in Westwood, MA or our new space in Back Bay. We know you will love it! If you possess all-of-the-above, PI would be a great career move for you.


Just as our employees are threads in the cultural fabric of PI, THREADS is our framework for understanding our core values.

  • Teamwork: Focus on the “we,” not the “me.”
  • Honesty: Follow your moral compass.
  • Reliability: Be someone others can count on.
  • Energy: Be balanced, be energized.
  • Action: Errors of action are better than errors of inaction. Be brave.
  • Drive: Own it.
  • Scope: Don't try to boil the ocean.

The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

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Technology we use

  • Engineering
    • .NETLanguages
    • JavascriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • .NET CoreFrameworks

Location

Our office is close to lots of restaurants and a huge shopping area! Just minutes from the Rt. 128 train station, we're commuter friendly to everyone!

An Insider's view of The Predictive Index

How would you describe the company’s work-life balance?

Employees have flexibility in where and how they work. I feel empowered to build a work-life model that reflects the needs of my life situation and still achieve maximum productivity. When my husband was ill, I was able to rearrange my schedule to care for him. PI offered me the flexibility to work at home so that I could balance family and career.

Blanka

Localization Program Manager

What does your typical day look like?

I'd say a good third of a "typical" day is spent meeting with people to make sure our team is building the right stuff and in the right way. Another sixth my day is spent interviewing or thinking about hiring and onboarding since we’re growing so fast. The last half of my day is hopefully spent programming! Building cool stuff is my favorite!

Stefan

Lead Software Engineer

How does the company support your career growth?

Career growth is at the center of this company. My manager appreciates when I have career conversations with him and proactively schedules a development meeting on a quarterly basis. We’re also growing quickly which is naturally creating opportunities for growth. Want proof? We’ve had 40 promotions in the last two years while having 115 employees!

Alex

Team Lead, Account Executives

What’s the vibe like in the office?

It’s vibrant and full of energy with animated discussions every direction you turn. It may sound weird, but it feels like there is knowledge in the air you breathe. You learn something new every day just by interacting with the talented people you work with.

Zoya

UX Researcher

What are The Predictive Index Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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