Customer Engagement Manager

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Customer Engagement Manager

A full-time team member or employee

Skills and experience needed

2+ years of experience
Customer engagement
Customer service
Communication
Management

Organization(s) name(s)

Location

Monetary compensation

USD$35,000 to 80,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Monetary compensation

USD$35,000 - 80,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Responsibilities

• Establishes productive, professional relationships with key personnel in assigned customer accounts • Engage with our customers to identify the scope of their critical situation • Provide detailed Action Plan/rules of engagement that has a clear definitive target, criteria for success and sets the stage that once completed the engagement will conclude • Coordinates the involvement of company personnel, including support, network, engineering, and management resources, to meet account performance objectives and customers’ expectations • Proactively assesses, clarifies, and validates customer needs on an ongoing basis. • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel management • Completes strategic customer account plans that meet company standards • Maintains high customer satisfaction ratings that meet company standards.

Additional requirements (other than skills)

• Works closely with Customer Service Representatives to ensure customer satisfaction and problem resolution • Work with a cross-functional team to resolve issues within the Services organization. • Strong organizational and time management skills • Excellent verbal and written communication skills • Team player with a positive attitude • Minimal Travel / upon customer request • BS degree or Associate degree or equivalent work experience.

Language(s) required

English - fully-fluent

Challenges

• The Customer Engagement Manager is responsible to lead the execution of a critical situation(s) by acting as a trusted adviser applying industry expertise and experience to address complex business requirements resulting in a fanatical customer experience. Maintain and expand relationships with strategically important enterprise customers. Assigned to a certain number of named customers, the CEM is responsible for achieving assigned account objectives. The CEM represents the entire range of company products and services to assigned customers while leading the customer account planning cycle and ensuring assigned customer needs and expectations are met by the company.

Career path

• 2-5 years' experience in Customer Call Center environment • Understanding of Unified Communications and VoIP technologies.

About the organization(s)

• As an industry leader and Software-as-a-Service provider, our mission at 8x8, Inc. (NYSE: EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience and empowering workforces worldwide to work smarter.

Team culture

• 8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Agreement type

Employment

Posted: February 03, 2021 06:03 AM

Cristian David Villarraga
Cristian David Villarraga Verified
Marketing Operations Manager
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