Customer Engagement Manager
Customer Engagement Manager
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Job Description
Description
Job Summary
This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with crossfunctional teams. The role maintains positive customer relationships gathers and analyzes feedback and tracks key performance metrics to share insights with the management. The role participates in training adheres to policies and procedures and contributes to process improvements to ensure customer satisfaction and retention.
Responsibilities
Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
Maintains clear proactive and timely communication with customers and channel partners regarding order and delivery status as well as updates on any issues or inquiries.
Maintains detailed records of customer interactions support activities and issue resolution ensuring accuracy and completeness for reporting and future reference.
Supports in developing strategies to enhance customer retention loyalty and satisfaction ensuring a positive customer experience at all touchpoints.
Collaborates effectively with crossfunctional teams to facilitate efficient issue resolution process improvements and a seamless customer experience.
Collects and analyzes customer feedback to identify trends pain points and areas for improvement in products services and processes and provides feedback to relevant teams.
Maintains relationships with vendors and channel partners ensuring smooth collaboration and effective communication to meet customer needs.
Ensures adherence to organizational policies and procedures related to customer engagement and support activities including compliance with legal requirements.
Participates in ongoing training and development programs to stay updated on industry trends best practices and emerging technologies.
Generates regular reports on key performance metrics customer satisfaction and issue resolution effectiveness to management and relevant stakeholders.
Education & Experience Recommended
Fouryear or Graduate Degree in Business Administration Economics Sales Marketing or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 24 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 little or no work experience.
Preferred Certifications
Certified Sales Operations Professional (CSOP)
Knowledge & Skills
NA
CrossOrg Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impact & Scope
Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Complexity
Responds to routine 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.
Job
Sales OperationsSchedule
Full timeShift
No shift premium (India)Travel
Not SpecifiedRelocation
Equal Opportunity Employer (EEO)
HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
If youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement
Required Experience:
Manager
Employment Type
Full-Time
