Engagement Manager
3 weeks ago
Role Overview:
The Engagement Manager is responsible for building and maintaining strong, long-lasting relationships with clients by serving as the primary point of contact. This role requires a deep understanding of the client’s business objectives, ensuring that the company’s solutions are aligned with those objectives. The Engagement Manager will work closely with cross-functional teams, including Sales, Product Development, and Operations, to ensure successful delivery of services and to drive client satisfaction and retention.
Key Responsibilities:
Client Relationship Management:
- Serve as the primary point of contact for assigned clients.
- Develop and maintain strong relationships with key client stakeholders.
- Regularly communicate with clients to understand their needs, challenges, and goals.
- Ensure timely and successful delivery of solutions according to client needs and objectives.
- Proactively manage client expectations and address any issues that arise.
Project Management:
- Oversee the end-to-end management of client projects, ensuring they are delivered on time, within scope, and within budget.
- Coordinate with internal teams to manage project timelines, deliverables, and resources.
- Conduct regular project status meetings and provide updates to clients.
- Identify and mitigate potential risks throughout the project lifecycle.
Strategic Account Growth:
- Identify opportunities for upselling or cross-selling additional services or products to existing clients.
- Collaborate with the Sales team to develop and execute strategies for account growth.
- Develop and present proposals for new business opportunities to clients.
Performance Monitoring & Reporting:
- Track and analyze key performance indicators (KPIs) to ensure client satisfaction and retention.
- Prepare and deliver regular performance reports to clients, highlighting successes and areas for improvement.
- Gather and act on client feedback to improve service delivery and client satisfaction.
Team Collaboration:
- Work closely with Sales, Product, and Operations teams to align client needs with company offerings.
- Serve as a client advocate internally, ensuring that client needs are prioritized across the organization.
- Mentor and provide guidance to junior team members as needed.
Qualifications:
Education:
- Bachelor’s degree in Business, Marketing, Communications, or a related field. A Master’s degree is a plus.
Experience:
- 3-5 years of experience in client services, account management, or a related field.
- Proven track record of managing client relationships and delivering successful projects.
- Experience in [Industry or Sector] is preferred.
Skills:
- Strong project management skills with the ability to manage multiple clients and projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
- Problem-solving skills and the ability to think strategically.
- Proficiency in CRM software, project management tools, and Microsoft Office Suite.
- Ability to work independently and as part of a team.
Personal Attributes:
- Client-focused with a passion for delivering exceptional service.
- Proactive and self-motivated with a strong sense of ownership and responsibility.
- High attention to detail and organizational skills.
- Adaptable and able to thrive in a fast-paced environment.
Working Conditions:
- This role may require travel to client sites and participation in client meetings.
- Flexible working hours may be required to meet client needs.
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