CRM Platform Engagement Lead

2 weeks ago

Manila, National Capital Region, Philippines Tech Mahindra Full time
  • Develop and maintain strong relationships with clients or stakeholders.
  • Understand client needs and objectives to align our services and platform accordingly
  • Serve as the primary point of contact for client communications
  • Manage and oversee the delivery of projects or services
  • Ensure projects are completed on time, within budget, and meet or exceed quality standards
  • Have hands-on experience with project deployments, ensuring smooth transitions and successful implementations
  • Coordinate with internal teams to ensure cohesive project execution
  • Develop strategic plans to enhance client engagement and satisfaction
  • Identify opportunities for growth and improvement of services or platform based on clients and users feedback
  • Monitor and evaluate the performance of projects
  • Provide regular reports and updates to both clients and internal stakeholders
  • Address and resolve any issues or conflicts that arise with clients
  • Implement solutions that align with both client needs and platform objectives
  • Gather and utilize client feedback to inform continuous improvement of services
  • Stay informed about industry trends and best practices

Qualifications:

  • 5+ years as a client/customer-facing project lead, managing teams and working directly with senior stakeholders
  • Proven track record in project deployment, with the ability to manage complex projects from inception to completion
  • Enjoys being a lead - from a day-to-day perspective, you'll work in small teams with executive support and own end-to-end execution of high impact AI initiatives
  • Has problem-solving, creativity, and technical skills to help organizations use their data to drive impact in the world
  • Enjoys deriving insights from data analysis, AI models, and driving impact from them
  • Values working in an environment where priorities quickly shift and evolve.
  • Nice to have: Experience with or exposure to AI, early-stage Enterprise SaaS startups, manufacturing
  • Take on a leadership role by formulating and executing strategic plans in line with company objectives
  • Set and ensure the reach of relevant team KPIs to help maintain excellent performance
  • Develop and execute data-driven strategies for high-quality after-sales support
  • Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
  • Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
  • Prioritize both speed and quality of responses while aiming for effective resolutions
  • Handle phone calls when necessary to ensure comprehensive client support
  • Act as a liaison between clients and our internal teams, effectively conveying client needs
  • Collaborate with cross-functional teams to address and resolve client concerns
  • Continuously improve template messages for efficiency and consistency
  • Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
  • Utilize client feedback to suggest improvements to our products and services
  • Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
  • Disseminate product updates and important information in client group chats
  • Assist in onboarding potential new accounts referred by existing clients or related contacts
  • Identify upselling opportunities and contribute to customer expansion efforts
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a project manager?

How many years of people management experience do you have?

Which of the following Microsoft Office products are you experienced with?

Have you worked in a call centre before?

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers' business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers' business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

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