Manager Of Client Engagement

Manager Of Client EngagementChennai IndiaAbout the Job The Manager of Client Engagement is responsible for leading and managing a team of Client Solutions Specialists and or Team Leads within the Marketing Services division The role involves overseeing day-to-day operations ensuring world-class account management support to partners and their clients and developing structures that support the designated service level within the division The ideal candidate will have a strong background in account management team leadership and digital marketing with a passion for driving client satisfaction growth and retention Your Impact Team Leadership Development Led a team of Client Solutions Specialists and or Team Leads conducting daily standups weekly 1-on-1s and overseeing daily performance through utilization and Zendesk Provide ongoing mentorship and training to support team members ensuring their development aligns with the needs of all service levels Report on team development and performance and provide feedback to senior management Provide effective coaching and mentorship empowering team members and supporting their career development Client Engagement Account Management Work closely with the team partners and their SMBs to deliver top-level support ensuring every interaction from the team meets or exceeds expectations Take ownership of client issues facilitating resolution via email phone and video calls and managing escalations as required Ensure delivery timelines are met for all projects associated with the services ordered working closely with fulfillment managers Process Improvement Strategy Assist with administrative functions to drive process improvements and techniques including developing automated processes leveraging platform technologies Collaborate on the strategy and vision for the client engagement service level contributing to growth and retention efforts for partners and local businesses Analyze statistics and KPIs and compile accurate reports to inform decision-making and strategy adjustments Cross-functional Collaboration Collaborate with sales teams on new opportunities and retention strategies participating in meetings via in-person or virtual platforms Communicate and cooperate effectively on a cross-functional level valuing and managing accountability across the organization Operational Excellence Manage the utilization of the client engagement team ensuring up-to-date information on the capacity of team members Contribute to managing a hiring pipeline collaborating with senior managers and the VP of Client Engagement to ensure team growth and stability within budget constraints What you bring to the table 5 experience in leading a customer-facing team focused on efficiency customer satisfaction growth and retention Strong knowledge of digital marketing products such as websites paid search and social reputation management and listings claiming Experience in account management with North American customers accounts Exceptional interpersonal customer service problem-solving verbal and written communication and conflict-resolution skills Knowledge of management principles and familiarity with company products services and policies Strong coaching and leadership skills with the ability to motivate employees Ability to transfer skills to other employees through training and mentoring Decisiveness and attention to detail Proficiency with necessary technology including computers software applications and phone systems Ability to manage multiple projects simultaneously with a sense of urgency while remaining calm under pressure Preferred Plus Experience in web design usability and content optimization Proficiency with WordPress and experience with Adobe Creative Suite Photoshop InDesign Knowledge of the digital advertising industry with the ability to speak to campaign performance and navigate platforms such as Google Bing Paid Search Ads Facebook Meta Ads Amazon Ads etc Experience managing the performance of digital advertising campaigns on platforms like Facebook Google Bing YouTube Display Network and LinkedIn Call Center Management experience About Vendasta So what do we actually do Vendasta is a SaaS company composed of a company of global brands including MatchCraft Yesware and Broadly that builds and sells software and services to help small businesses operate more efficiently as a team meet more client needs and provide incredible client experiences We have offices in Saskatoon Saskatchewan Canada Boston and Boca Raton Florida United States and Chennai India Perks Benefits health insurance Paid time off Training Career Development Professional development plans leadership workshops mentorship programs and more Free Snacks hot beverages and catered lunches on Fridays Culture - comprised of our core values Drive Innovation Respect and Agility Night Shift Premium Stock options Provident Fund