Job
Description
As a Customer Engagement Manager, your role involves nurturing key customer relationships, resolving complex issues, and utilizing data-driven insights to drive improvements. You will be responsible for managing partner relationships, communicating performance updates to management, and developing personalized initiatives for customer retention and growth. Key Responsibilities: - Develop and maintain strong, long-term relationships with key customers - Serve as the primary point of contact for complex issues and strategic discussions - Handle and resolve customer issues and escalations leveraging in-depth knowledge of organization products and services - Leverage data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement - Manage and strengthen relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs - Provide regular updates to the management on customer engagement performance and strategic initiatives - Develop and implement personalized engagement initiatives to enhance customer retention, loyalty, and advocacy - Collaborate closely with other departments to improve solutions and ensure seamless customer interactions - Provide mentorship and training to junior customer engagement managers - Ensure that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights - Stay abreast of emerging technologies and innovative solutions to enhance customer engagement and streamline processes - Understand billing terms and meet deadlines regarding sending invoices to clients Qualifications Required: - Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline - At least 3 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field, or an advanced degree with 3-5 years of work experience - Knowledge & Skills required include billing, customer relations, good communication skills, an advanced level of written and spoken English, proficiency in a second foreign language (German/French/Spanish/Italian), ability to work under pressure, meet deadlines, and good organization skills,
