Overview:
The Engagement Associate will be responsible for managing client engagement activities, ensuring customer satisfaction, and driving performance and compliance within allocated accounts. This role will support Codvo's commitment to delivering exceptional client experiences and achieving revenue goals through proactive relationship management and customer advocacy.
Key Responsibilities:
Lead and oversee engagement activities across assigned client accounts, serving as the main point of contact.
Ensure timely execution of monthly Engagement Performance Goals (EGP), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) assessments.
Oversee the accuracy and completeness of critical client documentation, such as NDAs, SOWs, and MSAs.
Act as the voice of the customer within Codvo, relaying customer feedback and insights to management for product and service improvements.
Foster and maintain strong client relationships through proactive communication, promptly addressing any concerns or issues.
Create and implement strategies to enhance customer satisfaction, aligning engagement activities with the company's revenue goals.
Actively seek new sales opportunities within existing accounts, identifying upsell and cross-sell prospects based on client needs.
Conduct regular client meetings to discuss goals, progress, and outcomes, and provide monthly governance performance reports to clients and internal stakeholders.
Collaborate with internal teams to ensure seamless delivery of products and services, continuously integrating client feedback into service improvements.
Assist in resolving conflicts and deliver exceptional customer service, contributing to client retention and growth strategies.
Participate in client and employee onboarding processes, maintaining detailed records of client interactions and communications to support ongoing engagement.
Qualifications
- Bachelor's degree in technology or related field.
- Minimum 2 years of experience in client relationship management or relevant customer-facing roles.
- Proven track record of managing multiple accounts simultaneously.
- Strong background in account management.
- Excellent verbal and written communication skills.
- Proficiency in customer relationship management (CRM) software.
- Capability to work collaboratively in a team-based environment.
- Strong organizational and time management skills.
- Ability to adapt to changing priorities and client demands.
- Open to work in the US Time zone (5 pm to 2 am IST)
