Customer Engagement Program Manager

4 days ago


Wilmington, Massachusetts, United States TraceLink Full time
Job Title: Customer Engagement Program Manager

TraceLink is seeking a highly skilled Customer Engagement Program Manager to join our growing team. As a key player in our Customer Engagement department, you will be responsible for managing Customer Engagement initiatives, synthesizing, analyzing, and driving customer issues to resolution, thereby improving customer relationships and communicating strategies and tactics for improving customer status across the TraceLink organization.

Responsibilities:
  • Develop and manage the Customer Sentiment process to capture, manage, and report on overall customer sentiment status by priority target segment.
  • Collaborate with cross-functional teams to define roles and responsibilities for identifying and resolving key issues impacting customer sentiment.
  • Act as the coordination and orchestration point for complex customer issues, ensuring timely and effective resolution by the responsible teams.
  • Coordinate and manage the delivery of NPS surveys and collaborate with internal teams to analyze the NPS survey results and develop processes to implement improvement initiatives.
  • Maintain clear and open communication with customers throughout the escalation process, keeping them informed and reassured.
  • Analyze trends in escalated cases to identify areas for improvement in products, services, or support processes.
Qualifications:
  • Bachelor's degree in business, communications, or a related field.
  • 5+ years proven experience in customer success, account management, program management, or a similar role, with a focus on handling escalations.
  • Strong interpersonal and communication skills.
  • Ability to navigate and resolve complex customer issues while maintaining a positive customer experience.
  • Analytical mindset with the ability to identify patterns and trends in escalated cases.
  • Experience with Salesforce and/or other customer success tools and platforms.
Benefits:
  • Competitive salary and performance-based bonuses.
  • Comprehensive health and wellness benefits.
  • Opportunities for professional development and career growth.
  • A collaborative and supportive work culture focused on employee success.

This position sits full-time in our Wilmington, MA, headquarters.



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