Engagement Lead

2 days ago

Bengaluru Delhi Mumbai NCR, India Codvo Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Overview :

  • The Engagement Lead will be responsible for driving strategic client engagement, ensuring high levels of customer satisfaction, and aligning account performance with Codvos business objectives.
  • This role serves as a key liaison between clients and internal teams, advocating for client needs while identifying opportunities for growth and service improvement.
  • The Engagement Lead plays a critical role in maintaining strong relationships, overseeing governance, and supporting revenue goals through proactive account management.

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 :

  • Bachelors 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).

Location - Mumbai, Delhi / NCR, Bengaluru , Kolkata, Chennai, Hyderabad, Ahmedabad, Pune, Remote

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