Our innovative and growing company is searching for experienced candidates for the position of Customer Engagement Manager.
- Providing excellent service and support to the existing customers to build healthy relationships with them.
- Interact with customers analyse feedback and develop new techniques to ensure customer retention.
- Respond to customer queries and address service complaints in a timely manner.
- Ensure rapid adoption and enablement of the solutions
- Identify Customers needs and suggest new products and services that suit their interests.
- Provide excellent customer service and ensure customer satisfaction.
- Build positive relationships with customers for repeat businesses.
- Collaborate with different teams and monitor all aspects of the project including communication development and technology.
- Provides constant feedback to Delivery Team on the customer account environment
- Ensure timely renewals. Track and contact leaving customers for renewals.
- Develop current strategies for customer retention activities.
- Collect reviews and testimonials that appraise the brand image.
- Work with the Marketing Manager in implementing promotion activities.
- Maintain complete consistent and quality activity/contact records in CRM
Requirements
A customer engagement manager needs to study their product usage welcome new clients contact customers and renew expired subscriptions. He/She needs to look into client feedback and track how each project offers value.
- Diploma / Degree in any field with 1 3 years experience.
- Creative thinker with desire and willingness to roll up sleeves to get things done.
- A whole-brain contributor with the ability to analyse data and extract meaningful implications to drive differentiated solutions and then communicate these solutions in simple fact-based ways
- Adept at complex problem-solving.
- Excellent interpersonal skills with the ability to lead collaboratively using influencing skills.
- Good English communication skills both written and verbal.
- Relationship-building skills
- Ability to meet tight deadlines and multi-task
- The ability to manage cross functionally both internally and with the customer
- The ability to manage multiple accounts simultaneously
- 2 years of experience in sales of Saas based product
- Diploma/Degree in Human Resource Management/ Marketing/ Operations
- Knowledge in Contact Centre and customer service preferred
- Focus on delivering a personalized approach
- Upholds high standard of integrity
Required Skills:
BBA or MBA graduate. 12 years of experience in the IT industry in customer operations finance support billing or a similar role. Excellent verbal and written communication skills. Strong coordination and organizational skills. Good knowledge of MS Excel and ERP/CRM tools (Zoho experience is an added advantage). Ability to manage multiple tasks while maintaining accuracy.