Customer Engagement Lead

2 weeks ago


Taguig, National Capital Region, Philippines Tech Mahindra Full time
  • 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

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