Engagement Lead (Remote)

Key Responsibilities:

• Lead engagement strategy and execution across assigned client accounts, acting as the primary point of contact.

• Ensure timely delivery of Engagement Performance Goals (EPG), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) assessments.

• Oversee the accuracy and completeness of client documentation, including NDAs, SOWs, and MSAs.

• Represent the voice of the customer internally, sharing feedback and insights to inform product and service enhancements.

• Build and maintain strong client relationships through regular communication and issue resolution.

• Develop and implement strategies to improve customer satisfaction and retention, aligned with revenue and growth targets.

• Identify upsell and cross-sell opportunities within existing accounts based on evolving client needs.

• Conduct governance meetings and performance reviews with clients and internal stakeholders.

• Collaborate with delivery and support teams to ensure seamless execution and continuous improvement.

• Support conflict resolution and contribute to client success and long-term partnerships.

• Participate in onboarding processes and maintain detailed records of client interactions to support engagement continuity.

Qualifications:

• Bachelor's degree in technology, business, or a related field.

• Minimum 5-6 years of experience in client engagement, account management, or customer success roles.

• Proven ability to manage multiple high-value accounts and drive strategic outcomes.

• Strong communication and relationship-building skills.

• Proficiency in CRM tools and engagement tracking systems.

• Excellent organizational and time management abilities.

• Ability to work collaboratively across teams and adapt to changing client priorities.

• Willingness to work in the US Time zone (5 PM to 2 AM IST).