Deskripsi Pekerjaan
We are seeking an experienced and driven Client Engagement Manager to lead our client relationship initiatives at Private Advertiser. In this critical role, you will serve as the primary architect of our client experience strategy, ensuring that every interaction fosters trust, satisfaction, and long-term loyalty. You will be responsible for overseeing a dedicated customer service team, setting high standards for excellence, and directly contributing to the company’s revenue growth through strategic client retention.
Your daily mission will involve building deep, meaningful relationships with key stakeholders while identifying opportunities for expansion. You will act as the voice of the client internally, translating their feedback into actionable insights that improve our products and services. By leading by example and mentoring your team, you will ensure that our support structure is robust, responsive, and aligned with our business goals.
Join us in a role that blends strategic leadership with hands-on relationship management. If you are passionate about driving client success and have a proven track record in high-stakes client engagement, this is the perfect opportunity to advance your career.
Tanggung Jawab
- Develop and execute comprehensive relationship strategies to maximize client retention and drive upselling opportunities.
- Lead, mentor, and manage a high-performing customer service team to ensure consistent, top-tier service delivery.
- Act as the primary point of contact for key accounts, handling complex inquiries with empathy and professionalism.
- Conduct regular performance reviews and training sessions to enhance team capabilities and improve Customer Satisfaction (CSAT) scores.
- Analyze client feedback, usage data, and market trends to identify areas for improvement and innovation.
- Collaborate closely with sales and product teams to align client expectations with business capabilities and deliverables.
- Oversee the resolution of escalated issues, ensuring timely communication and effective follow-up actions.
- Report on key client health metrics and engagement trends to senior management.
Kualifikasi
- Minimum of 3-5 years of experience in Client Relationship Management, Account Management, or Customer Success.
- Demonstrated experience leading and managing a customer service or support team.
- Strong leadership, communication, and interpersonal skills with the ability to influence and inspire.
- Proven track record of improving client retention rates and exceeding satisfaction targets.
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in data analytics tools.
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
- Fluency in English (written and verbal).