Engagement Lead

4 weeks ago

Pune India Codvo.ai Full time

Job Description Company Overview We are a global empathy-led technology services company where software and people transformations go hand-in-hand. Product innovation and mature software engineering are part of our core DNA. Our mission is to help our customers accelerate their digital journeys through a global, diverse, and empathetic talent pool following outcome-driven agile execution. Respect, Fairness, Growth, Agility, and Inclusiveness are the core values that we aspire to live by each day. We continue to invest in our digital strategy, design, cloud engineering, data, and enterprise AI capabilities required to bring a truly integrated approach to solving our client's most ambitious digital journey challenges. Key Responsibilities: - Lead engagement strategy and execution across assigned client accounts, acting as the primary point of contact. - Ensure timely delivery of Engagement Performance Goals (EPG), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) assessments. - Oversee the accuracy and completeness of client documentation, including NDAs, SOWs, and MSAs. - Represent the voice of the customer internally, sharing feedback and insights to inform product and service enhancements. - Build and maintain strong client relationships through regular communication and issue resolution. - Develop and implement strategies to improve customer satisfaction and retention, aligned with revenue and growth targets. - Identify upsell and cross-sell opportunities within existing accounts based on evolving client needs. - Conduct governance meetings and performance reviews with clients and internal stakeholders. - Collaborate with delivery and support teams to ensure seamless execution and continuous improvement. - Support conflict resolution and contribute to client success and long-term partnerships. - Participate in onboarding processes and maintain detailed records of client interactions to support engagement continuity. Qualifications: - Bachelor's degree in technology, business, or a related field. - Minimum 4 years of experience in client engagement, account management, or customer success roles. - Proven ability to manage multiple high-value accounts and drive strategic outcomes. - Strong communication and relationship-building skills. - Proficiency in CRM tools and engagement tracking systems. - Excellent organizational and time management abilities. - Ability to work collaboratively across teams and adapt to changing client priorities. - Willingness to work in the US Time zone (5 PM to 2 AM IST).

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