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Customer Engagement Manager Echopass
THIS JOB HAS EXPIRED
Position Description: 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.
Requirements:
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
Responsibilities:
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
Preferences:
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
| Location: | 5075 Hopyard Road Suite 200 Pleasanton, CA 94588 United States |
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THIS JOB HAS EXPIRED
Echopass
Investors: Canaan Partners, NEAAll Jobs: at Echopass
| Web Site: | www.echopass.com |
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| Headquarters: | 5075 Hopyard Road Suite 200 Pleasanton, CA 94588 United States |
| Industry: | Software |
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