Senior Customer Engagement Specialist

2 weeks ago

Bengaluru, Karnataka, India beBeeBilling Full time US$ 90,000 - US$ 1,20,000

Job Summary

This role is responsible for fostering key customer relationships, resolving complex issues, and leveraging data-driven insights to drive improvements.

The role manages partner relationships, communicates performance updates to management, and develops personalized initiatives for customer retention and growth.

Key responsibilities include:

  • Developing and maintaining strong, long-term relationships with key customers
  • Serving as the primary point of contact for complex issues and strategic discussions
  • Handling and resolving customer issues and escalations leveraging in-depth knowledge of organization products and services
  • Leveraging data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement
  • Managing and strengthening relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs
  • Providing regular updates to the management on customer engagement performance and strategic initiatives
  • Developing and implementing personalized engagement initiatives to enhance customer retention, loyalty, and advocacy
  • Collaborating closely with other departments to improve solutions and ensure seamless customer interactions
  • Providing mentorship and training to junior customer engagement managers
  • Ensuring that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights
  • Staying abreast of emerging technologies and innovative solutions to enhance customer engagement and streamline processes
  • Understanding billing terms and meeting deadlines regarding sending invoices to clients

Required Skills & Qualifications

Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any related discipline

At least 3 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with 3-5 years of work experience

Recommended Knowledge & Skills

  • Billing
  • Customer Relations
  • Good Communication Skills
  • Advanced level of written and spoken English
  • Second foreign language is a must (German/French/Spanish/Italian)
  • Work under pressure
  • Meet deadlines
  • Good Organization

Cross-Org Skills

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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