Engagement Lead

Overview:

The Engagement Lead will be responsible for driving strategic client engagement, ensuring high levels of customer satisfaction, and aligning account performance with Codvo's business objectives. This role serves as a key liaison between clients and internal teams, advocating for client needs while identifying opportunities for growth and service improvement. The Engagement Lead plays a critical role in maintaining strong relationships, overseeing governance, and supporting revenue goals through proactive account management.

Key Responsibilities:

• Lead engagement strategy and execution across assigned client accounts, acting as the primary point of contact.
• Ensure timely delivery of Engagement Performance Goals (EPG), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) assessments.
• Oversee the accuracy and completeness of client documentation, including NDAs, SOWs, and MSAs.
• Represent the voice of the customer internally, sharing feedback and insights to inform product and service enhancements.
• Build and maintain strong client relationships through regular communication and issue resolution.
• Develop and implement strategies to improve customer satisfaction and retention, aligned with revenue and growth targets.
• Identify upsell and cross-sell opportunities within existing accounts based on evolving client needs.
• Conduct governance meetings and performance reviews with clients and internal stakeholders.
• Collaborate with delivery and support teams to ensure seamless execution and continuous improvement.
• Support conflict resolution and contribute to client success and long-term partnerships.
• Participate in onboarding processes and maintain detailed records of client interactions to support engagement continuity.

Qualifications:

• Bachelor's degree in technology, business, or a related field.
• Minimum 4 years of experience in client engagement, account management, or customer success roles.
• Proven ability to manage multiple high-value accounts and drive strategic outcomes.
• Strong communication and relationship-building skills.
• Proficiency in CRM tools and engagement tracking systems.
• Excellent organizational and time management abilities.
• Ability to work collaboratively across teams and adapt to changing client priorities.
• Willingness to work in the US Time zone (5 PM to 2 AM IST).

Location - Remote