Engagement Lead (Remote)

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: 

• Bachelor’s 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).