Codvo AI - Engagement Lead

Description:

Overview:

The Engagement Lead will be responsible for driving strategic client engagement, ensuring high levels of customer satisfaction, and aligning account performance with Codvos 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:

- Bachelors degree in technology, business, or a related field.

- Minimum 4 years of experience in client engagement, account management, or customer success roles.

- Proven ability to manage multiple high-value accounts and drive strategic outcomes.

- Strong communication and relationship-building skills.

- Proficiency in CRM tools and engagement tracking systems.

- Excellent organizational and time management abilities.

- Ability to work collaboratively across teams and adapt to changing client priorities.

- Willingness to work in the US Time zone (5 PM to 2 AM IST).

Location: Remote