Engagement Lead

Overview :

The Engagement Lead will be responsible for driving strategic client engagement, ensuring high levels of customer satisfaction, and aligning account performance with Codvo's business objectives. This role serves as a key liaison between clients and internal teams, advocating for client needs while identifying opportunities for growth and service improvement. The Engagement Lead plays a critical role in maintaining strong relationships, overseeing governance, and supporting revenue goals through proactive account management.

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 :

Location - Remote

Skills Required

CRM Tools