Engagement Manager

3 weeks ago


Coimbatore, Tamil Nadu, India Techjays Full time

- Client Management: Own strategic relationships with key clients; act as a trusted advisor and escalation point.

- Identify business opportunities and align internal resources to meet client goals.

- Lead client onboarding, quarterly business reviews (QBRs), and renewal/expansion discussions.

- Drive continuous improvement in client satisfaction, retention, and growth metrics.

- Analyze account performance data to provide insights and actionable recommendations.

- Collaborate with sales/account managers to identify upsell and cross-sell opportunities.

- Ensure smooth coordination between client-facing and technical/delivery teams for seamless execution.

- People Management: Lead, coach, and inspire a team of client engagement managers,delivery leads, and specialists.

- Set performance objectives, conduct reviews, and support career development planning.

- Foster a high-performance, collaborative, and inclusive team culture.

- Oversee staffing, succession planning, and skills development across client-facing and delivery teams.

- Partner with HR and leadership on engagement, retention, and organizational health initiatives.

- Key Performance Indicators (KPIs).

- Client Satisfaction (CSAT) & Net Promoter Score (NPS).

- Account retention & renewal rates.

- Revenue growth from existing clients (upsells/cross-sells).

- Team performance metrics (goal attainment, quality scores).

- Employee engagement and retention.

(ref:iimjobs.com)
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