Job Summary
• This role is responsible for managing a team, developing customer engagement strategies, and fostering strong customer relationships to drive satisfaction and loyalty. The role defines and tracks KPIs, utilizes data for personalized communication, and provides regular updates to the leadership. The role oversees issue resolution, identifies process optimization opportunities, and ensures ethical and legal compliance to enhance the overall customer experience.

Responsibilities
• Develops and executes the overall customer engagement strategy aligned with the organization's goals and objectives.
• Leads and oversees a team of individual contributors and/or supervisors, providing guidance, mentorship, and support.
• Cultivates and maintains relationships with key customers and channel partners, including senior executives, to ensure their needs are met and to drive customer satisfaction and loyalty.
• Defines, tracks, and reports on key performance indicators (KPIs) related to customer satisfaction, loyalty, revenue growth, and operational efficiency.
• Utilizes data-driven insights to segment the customer base and tailor communication, support, and marketing strategies to specific customer groups.
• Maintains open and effective communication with senior leadership, providing regular updates on customer engagement performance and strategic initiatives.
• Establishes and maintains a structured feedback loop with customers, gathering input and insights to drive product and service improvements.
• Handles and oversees the resolution of complex and escalated customer issues, utilizing advanced problem-solving skills and in-depth product and industry knowledge.
• Identifies opportunities for process optimization and enhancement across the entire customer engagement lifecycle, streamlining operations and enhancing efficiency.
• Ensures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Preferred Certifications
• Project Management Professional (PMP) Certification
• Certified Sales Operations Professional (CSOP)

Knowledge & Skills
NA

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

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.