Customer Engagement Manager
Echopass - Salt Lake City, UT

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The Customer Engagement Manager’s primary role will be to govern and grow client relationships within the Echopass client base. You will be the overseer for the day-to-day health of client accounts and understanding the needs and requirements for your assigned client base. This role will be responsible for the project management, escalations, and implementations as written below.

  • Bachelor's degree in related fields, or equivalent work experience in account management and/or experience in call/contact center environment
  • Excellent verbal and written communication skills, as well as presentation skills
  • Demonstrated experience with project management
  • Demonstrated account management experience in managing and growing key client accounts
  • Excellent understanding of call center technology and best practices
  • Proven customer service and interpersonal skills
  • Ability to reach outside of support and build strong relationships to other parts of our organization
  • Be available for on-call duties and respond to calls outside normal business hours and/or during weekends/holidays
  • Committed individual who is focused on seeing the success of their organization
  • Self-starter who can work independently and multi-task in a fast-paced environment requiring quick decision making
  • Proficient in documenting technical processes and procedures
  • Statistical analysis skills

  • Manage client well being on a continuous basis
  • Obtain intimate knowledge of assigned accounts
  • Accountable for interfacing with all internal teams/functions required to manage clients effectively
  • Maintain and grow client satisfaction
  • Oversee and manage client escalation exceptions
  • Create and/or manage client action plans with the intent of increasing client satisfaction and revenue
  • Accountable for project oversight and project management
  • Successfully manage client implementations
  • Oversee client contract compliance
  • Accountable for client billing/invoicing oversight
  • Accountable for governance for client related security compliance
  • Responsible for preparing and delivering regular business partner reviews (BPR)
  • Coordinate regularly scheduled client governance calls
  • Schedule regular client site visits
  • Coordinate client training, as needed
  • Provide best business practice contact center consulting

  • Working knowledge of Microsoft office applications
  • Good understanding of contact center technologies, for example: IVR, skills based routing, queues, reporting, SIP, etc.
  • Familiarity with contact center best practices and procedures
  • Familiarity with Genesys Labs CTI technology for delivery of IVR, Skills based routing, SIP, etc.
  • Demonstrated knowledge of Microsoft operating systems, Active Directory, Office applications
  • Proven understanding of telecommunications infrastructure is desirable
  • Understanding of networking/TCP-IP helpful
  • Telephony support/VoIP, PBX, and ACD/CTI software experience a plus
  • Experience in planning, implementing, testing, and troubleshooting various software applications

Echopass - 23 months ago - save job - copy to clipboard - block