Job Summary
This role is responsible for nurturing key customer relationships, resolving complex issues, and using data-driven insights to drive improvements. The role manages partner relationships, communicates performance updates to management, and develops personalized initiatives for customer retention and growth.

Responsibilities

Develops and maintains strong, long-term relationships with key customersServing as the primary point of contact for complex issues and strategic discussions.Handles and resolves customer issues and escalations leveraging in-depth knowledge of organization products and services.Leverages data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvementManages and strengthens relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs.Provides regular updates to the management on customer engagement performance and strategic initiatives.Develops and implements personalized engagement initiatives to enhance customer retention, loyalty, and advocacy.Collaborates closely with other departments to improve solutions and ensure seamless customer interactions.Provides mentorship and training to junior customer engagement managersEnsures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.Stays abreast of emerging technologies and innovative solutions to enhance customer engagement and streamline processes.Understanding billing terms and also meeting deadlines regarding sending invoices to clients

Education & Experience Recommended
Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline
At least 3 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 3-5 years of work experience.

Knowledge & Skills

billingcustomer relationsgood communication skillsadvanced level of written and spoken Englishsecond foreign language is a must (German/French/Spanish/Italian)work under pressuremeet deadlinesgood organization

Cross-Org Skills

Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity

Impact & Scope
Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Responds to moderately complex 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.