POSITION SUMMARY We are looking for an experienced and customer-focused Lead Client Engagement Strategist to drive client satisfaction, strengthen strategic relationships, and ensure successful delivery of client requirements. The role will act as a key liaison between clients and internal teams, proactively manage client expectations, resolve escalations, and identify opportunities to enhance client value and business growth. The role requires strong communication, stakeholder management, problem-solving, and project coordination skills, along with the ability to lead client engagement initiatives and collaborate effectively across cross-functional teams. PRINCIPLE JOB

RESPONSIBILITIES:
Client Relationship Management
• Serve as the primary point of contact for assigned clients, building trusted and long-term relationships.
• Understand client business objectives, operational challenges, and service expectations.
• Conduct regular client meetings, business reviews, and engagement sessions to assess satisfaction and identify improvement opportunities.
• Proactively communicate project updates, risks, dependencies, and key milestones to clients.
• Ensure timely follow-up on client requests and maintain high standards of service excellence. Client Engagement and Delivery Coordination
• Coordinate with internal teams, including Product, Engineering, Operations, Support, and Project Management, to ensure timely delivery of client commitments.
• Translate client requirements into actionable tasks and communicate expectations clearly to relevant stakeholders.
• Monitor engagement progress, service deliverables, and agreed-upon performance metrics.
• Facilitate client onboarding, implementation activities, product demonstrations, training, and knowledge-transfer sessions as required.
• Identify delivery risks and work with relevant teams to develop mitigation plans. Issue Resolution and Escalation Management
• Act as the escalation point for complex client concerns, service issues, and delivery challenges.
• Drive root-cause analysis and coordinate corrective and preventive actions.
• Ensure issues are tracked, prioritized, and resolved within agreed timelines and service-level agreements (SLAs).
• Maintain transparent communication with clients throughout the resolution process.
• Identify recurring issues and recommend process improvements to prevent future occurrences. Client Satisfaction and Business Growth
• Monitor client satisfaction, engagement health, retention indicators, and service performance.
• Identify opportunities for account expansion, cross-functional collaboration, and additional service adoption.
• Partner with account management and business development teams to support client retention and growth initiatives.
• Gather client feedback and share actionable insights with Product and Engineering teams.
• Drive initiatives that improve the overall client experience and strengthen client loyalty. Leadership and Process Improvement
• Provide guidance and mentorship to client engagement team members.
• Establish consistent engagement practices, communication standards, and reporting mechanisms.
• Develop and maintain client engagement plans, action trackers, risk logs, and performance reports.
• Identify opportunities to streamline workflows, improve operational efficiency, and enhance service delivery.
• Support the development of best practices, playbooks, and standard operating procedures for client engagement. Qualifications
• Bachelor's degree in Business Administration, Management, Healthcare, Information Technology, or a related discipline.
• 8–12 years of relevant experience in client engagement, client services, account management, customer success, or service delivery.




• Demonstrated experience managing enterprise clients and coordinating cross-functional teams.
• Strong understanding of client relationship management, stakeholder communication, and escalation management.
• Experience tracking service-level agreements, key performance indicators (KPIs), and client satisfaction metrics.
• Proven ability to manage multiple priorities, resolve complex issues, and deliver results within defined timelines.
• Excellent verbal and written communication, presentation, negotiation, and interpersonal skills. Preferred Skills
• Experience working with enterprise software, SaaS products, technology services, or healthcare technology organizations.
• Familiarity with CRM and client management platforms such as Salesforce, Microsoft Dynamics, or similar tools.
• Knowledge of project management methodologies, service management processes, and continuous improvement practices.
• Experience preparing executive-level presentations, client reports, business reviews, and engagement dashboards.
• Robust analytical, organizational, and decision-making abilities.
• Ability to work with senior stakeholders and manage client expectations in a dynamic environment. Key Competencies
- Strategic client relationship management
- Customer-centric mindset
- Leadership and team collaboration
- Conflict resolution and negotiation
- Critical thinking and problem-solving
- Planning, prioritization, and execution
- Effective stakeholder communication
- Accountability and ownership Product Vision & Strategy
• Define and drive the global product vision, strategy, and multi-year roadmap for the digital L&D; product ecosystem, ensuring alignment with overall enterprise business objectives and workforce transformation goals.
• Translate business, customer, and learner needs into a clear product strategy.
• Identify emerging trends in digital learning, AI-enabled learning, personalization, learning analytics, and employee development.
• Conduct continuous market analysis, user research, and competitive benchmarking to identify emerging trends in EdTech, corporate learning, and skill-based talent development. Digital Learning Product Development
• Lead the end-to-end development and enhancement of digital learning platforms and products.
• Define product requirements, user journeys, personas, and use cases.
• Drive agile product development and effective prioritization of features and enhancements.
• Establish product quality, usability, accessibility, security, and performance standards.
• Ensure learning experiences are intuitive, engaging, scalable, and mobile-friendly. Learning Experience & Instructional Design
• Define a learner-centric digital experience across the learning lifecycle.
• Partner with instructional designers and subject-matter experts to develop effective learning experiences.
• Incorporate modern learning approaches such as:
• Microlearning
• Personalized learning
• Adaptive learning
• Scenario-based learning
• Gamification
• Social/collaborative learning
• Video-based learning
• Experiential learning
• Establish standards for learning content quality and learner engagement.
• Use learner feedback and behavioral data to continuously improve the experience. End-to-End Product Lifecycle Management
• Oversee the complete product lifecycle from discovery, ideation,



and UX prototyping to agile development, beta testing, market launch, and iterative optimization.
• Partner closely with Engineering, UX/UI Design, Data Science, and Content Strategy teams to build intuitive, accessible, and high-performing learning applications. Personalization & Learning Technology Innovation
• Spearhead initiatives integrating modern technologies—such as AI-driven content recommendations, adaptive learning paths, microlearning modules, and immersive XR (VR/AR) experiences—into the learning ecosystem.
• Ensure robust integration with HR tech stacks (e.g., Workday, SuccessFactors, LinkedIn Learning) and single sign-on/security infrastructure. Data Analytics, ROI & Outcomes Measurement
• Establish and monitor key product and learning metrics, including User Engagement (DAU/MAU), Course Completion Rates, Time-to-Competency, Skill Acquisition Velocity, and ROI on training investments.
• Leverage data-driven insights to continuously refine product features, optimize learning pathways, and demonstrate clear business value to executive stakeholders. Platform & Technology Strategy
• Define the technology roadmap for digital learning platforms in partnership with Engineering and Architecture teams.
• Evaluate integration with:
• LMS/LXP platforms
• HRIS/HCM systems
• Talent management platforms
• Content providers
• Identity and access management systems
• Collaboration platforms
• Analytics and BI platforms
• Ensure interoperability and scalability of learning platforms.
• Partner with technology teams on security, privacy, performance, and compliance requirements. Cross-Functional Leadership & Stakeholder Alignment
• Partner with People Operations, Enterprise L&D; teams, Sales, and Customer Success to ensure seamless go-to-market execution, adoption, and change management.
• Lead, mentor, and scale a high-performing team of product managers, UX designers, and technical product owners. Product Launch & Adoption
• Develop go-to-market and product launch strategies in collaboration with Sales and Marketing.
• Establish product onboarding and adoption programs.
• Create product communication and enablement strategies.
• Monitor adoption after launch and drive continuous engagement. Product Governance & Operations
• Establish product management processes, governance, and operating rhythms.
• Maintain product roadmaps, backlogs, release plans, and prioritization frameworks.
• Establish product review forums and executive reporting.
• Define product lifecycle management practices. Qualifications & Requirements
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Experience:
15+ years of progressive product management experience with a strong track record of launching and scaling B2B SaaS products, enterprise platforms, or Digital L&D; / EdTech solutions, including 3+ years in a leadership or director-level capacity. Domain Expertise: Deep understanding of corporate learning methodologies, instructional design principles, skill taxonomies, competency frameworks, and modern LMS/LXP ecosystems. Technical Acumen: Familiarity with modern software architectures, APIs, data analytics pipelines, and AI/ML applications in personalization and recommendation engines.
• Data-Driven Mindset: Proven ability to define product KPIs, run quantitative/qualitative user research, and translate complex metrics into actionable product improvements.
• Leadership & Communication: Exceptional stakeholder management, cross-functional leadership, and executive communication skills with a passion for cultivating high-performing product teams.

Education:
Bachelor’s degree in Computer Science, Business Administration, Instructional Design, Psychology, or a related field; MBA or advanced product/technical certifications are a plus.

📌 Lead Client Engagement Strategist (Bengaluru)
🏢 ZeOmega
📍 Bengaluru