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Customer Engagement Leader

3 months ago

Ennis, Texas, United States Guardiar Full time

The Customer Engagement Leader plays a critical role in ensuring the satisfaction and retention of commercial clients. This role involves understanding client needs, managing relationships, and implementing strategies to enhance satisfaction and drive long-term business success.

The role will be a strategic leader with a deep passion for creating exceptional customer experiences.

They should possess a blend of expertise in leadership, operations, data analysis, and innovation,

combined with a strong sense of customer-centricity.

This role plays a vital role in driving client satisfaction, retention, and revenue growth for the organization.

Essential Duties:

  1. Client Relationship Management:

Serve as the primary point of contact for commercial clients, building and nurturing strong relationships.

Understand clients' business objectives, challenges, and expectations to provide tailored solutions and support.

Conduct regular check-ins and meetings with clients to gather feedback, address concerns, and identify opportunities for improvement.

Develop and implement a comprehensive customer experience strategy aligned with company goals and objectives.

  1. Client Satisfaction Enhancement:

Develop and implement strategies to enhance overall client satisfaction and loyalty.

Monitor client satisfaction metrics and feedback mechanisms to identify trends and areas for improvement.

Collaborate with cross-functional teams to address client needs and ensure the delivery of high-quality products or services.

  1. Issue Resolution and Escalation:

Proactively identify and address client issues and concerns in a timely and effective manner.

Serve as a liaison between clients and internal teams to facilitate issue resolution and escalate complex problems when necessary.

Implement corrective actions and follow-up measures to ensure client satisfaction and prevent recurrence of issues.

Implement initiatives to improve customer satisfaction and loyalty, such as training programs for customer support, streamlining orders processes, and resolving customer complaints promptly and effectively.

Proactively identify customers at risk of leaving, delve into their concerns, and tailor solutions to rekindle their satisfaction.

  1. Contract Renewal and Upselling:

Work closely with sales and account management teams to facilitate contract renewals and upselling opportunities.

Identify opportunities to expand client relationships and increase revenue through additional products or services.

Develop persuasive proposals and presentations to communicate value propositions and secure client buy-in.

  1. Client Feedback Analysis and Reporting:

Collect, analyze, and interpret client feedback data to gain insights into client satisfaction levels and preferences.

Analyze data to identify high-value customer segments and craft personalized experiences that foster loyalty and advocacy. They collaborate with marketing and sales to develop programs, incentivize positive reviews, and leverage customer insights to inform product development.

Generate regular reports and presentations to communicate key findings and recommendations to senior management.

Use data-driven insights to drive continuous improvement initiatives and enhance the client experience.

  1. Client Training and Support:

Provide training and support to clients on product usage, best practices, and new features or offerings.

Serve as a subject matter expert on products or services, addressing client inquiries and providing guidance as needed.

Collaborate with internal teams to develop and deliver client training materials and resource

Required Knowledge, Skills, and Abilities:

Strong communication, negotiation, and interpersonal skills.

Ability to understand complex client requirements and translate them into actionable solutions.

Excellent problem-solving and conflict resolution abilities.

Proficiency in customer experience management software and CRM system.

Be data-driven, translating insights into actionable improvements through customer journey mapping and process optimization.

Proven experience in client relationship management, account management, or customer success roles.

Lead and motivate a team, fostering a collaborative environment.

Thrive in a fast-paced environment with strong organizational skills and ability to multitask.

Ability to work independently and collaboratively in a fast-paced environment.

Education/Industry Experience:

Bachelors degree in business administration, Marketing, or related field.

Minimum of 3-5 years of experience in a customer service management role.

Proven experience in client relationship management, account management, or customer success roles.

Compensation details: Yearly Salary

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