Engagement Manager
Responsibilities:
- Create and manage customer profiles including but not limited to scheduling, documentation, agreement statuses, and customer feedback
- Manage customer interactions and relationship building with support staff, managers, and c-level executives.
- Lead efforts and implement customer programs establishing rapport via workflows within ticketing system, customer management plans, and interactive dashboards
- Enforce satisfaction, ticket handling, and communication targets for an assigned portfolio of customers
- Work alongside a dedicated team to analyze customer technical environment needs and trends
- Foster positive relationships with our customers as their primary point of contact
- Collaboration with project management to track overall health of projects
- Collaboration with all internal departments to ensure the highest level of services for our customers
- 1-2 years of experience in customer service or IT related field
- High school degree required, Bachelor's degree in IT or Business preferred
- Ability to handle incoming customer feedback, triage high priority communications, coordinate internal teams to expedite customer needs
- Ability to communicate effectively with clients with professionalism and efficiency
- Proficiency in Microsoft product suite including Word, Excel, and PowerPoint required
- Experience with Microsoft Teams preferred
- Ability to quickly solve problems and think outside of the box for customer needs
- Strong focus on attention to detail and maintaining positivity when handling customer escalations and communicating internally
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