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Customer Engagement Specialist
4 months ago
Key Responsibilities:
1. Client Relationship Management: - Cultivate strong relationships with clients through regular communication, proactive outreach, and personalized engagement strategies. - Collaborate with the Key Account Management team to understand client goals, preferences, and challenges, and proactively identify opportunities for upselling, cross-selling, and value-added services.
2. Review Program Management: - Develop and implement strategies to encourage clients to leave positive reviews and testimonials on important listing sites, industry directories, and review platforms. - Monitor online reviews and ratings, respond to customer feedback promptly and professionally, and take proactive steps to address any negative feedback or concerns. - Manage all listing sites and ensure the data/content is updated regularly.
3. Newsletter Management: - Create, curate, and distribute newsletters tailored to key accounts, providing valuable insights, product updates, industry news, and exclusive offers. - Collaborate with internal teams (e.g., Marketing, Product, Sales) to gather content, develop compelling messaging, and ensure newsletters are aligned with customer interests and objectives. - Monitor newsletter performance metrics (e.g., open rates, click-through rates, conversions) and optimize content and distribution strategies to maximize engagement and ROI.
4. Collaboration with Key Account Management: - Work closely with the Key Account Management team to coordinate customer engagements, account reviews, business reviews, and other strategic initiatives. - Provide insights and feedback gathered from client interactions, reviews, and newsletters to inform account planning, relationship-building efforts, and account growth strategies.
5. Customer Advocacy and Success: - Identify opportunities to showcase client success stories, case studies, and testimonials through various channels, including website, social media, and marketing collateral. - Collaborate with Marketing and Sales teams to develop customer advocacy programs, referral initiatives, and loyalty rewards to recognize and incentivize client engagement and advocacy.
Qualifications:
-Bachelor's degree in business, Marketing, Communications, or related field.
- Proven experience (1-3 years) in customer engagement, account management, or customer success roles, preferably in a B2B environment.
- Excellent communication and interpersonal skills, with the ability to build rapport, influence stakeholders, and navigate challenging situations with diplomacy and empathy.
- Strong project management skills, including the ability to prioritize tasks, manage timelines, and collaborate effectively with cross-functional teams.
- Self-motivated, proactive, and results-oriented individual with a strong sense of ownership and accountability for achieving goals and delivering outcomes
