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Director, Customer Engagement Echopass
THIS JOB HAS EXPIRED
Position Description: The Director, Customer Engagement will serve as a leader and mentor to drive world class customer service for large strategic accounts within the Echopass client base to ensure positive customer experience and reference-ability. This position will also be responsible for managing and growing client relationships while ensuring the overall success of assigned clients.
Requirements:
A Bachelor's (or post-graduate) degree in related fields, or equivalent work experience in account management and/or experience in contact center environment
Strong understanding of contact center technologies (e.g. IVR, skills based routing, queues, reporting, SIP, etc.) is preferred
Seven to 10 years of experience managing and delivering technical solutions and services to support large enterprise accounts
Demonstrated success in project management, process improvement and ability to facilitate cross-organizational collaboration
Strong consulting and strong problem-solving skills
Exceptional communication, organization, and interpersonal skills
Responsibilities:
Governing and growing client relationships for assigned clients
Managing escalations, achieving account goals/SLAs, negotiations, presentations, and client satisfaction with the Echopass value proposition
Establish and build solid relationships with client senior level executives to up-sell, negotiate services and provide value proposition through solid relationship and issue management
Prepare and deliver Business Partner Reviews (BPR), providing best business practice and call center consulting
Responsible for creating and managing client action plans with the intent of increasing client satisfaction, level of engagement and revenue
Management and mentoring of shared or dedicated Echopass or partner resources assigned to client account
| 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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