Customer Engagement Manager Resume Samples

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B Will

Blair

Will

32426 Hills Trail

New York

+1 (555) 794 9649

32426 Hills Trail

New York

Phone

p +1 (555) 794 9649

Experience Experience

Chicago, IL

Customer Engagement Manager

Chicago, IL

Schaefer, Kirlin and Jacobi

Chicago, IL

Customer Engagement Manager

Manage all aspects of project delivery and solution delivery ie. Recipe manager, inventory management, achieving food cost goals
Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and efficiently manage work activities
Monitor campaign performance and develop performance metrics to determine impacts of individual marketing tactics
Develop talent by identifying Call Center Representative strengths and provide the opportunity for project work
Develop and manage analytics that are associated with the sales and marketing processes related to funnel development and reporting
Provide coaching for all team members to improve
Manage direct reports and support professional development

San Francisco, CA

Customer Engagement Manager for Australia & New Zealand

San Francisco, CA

Grady-Tremblay

San Francisco, CA

Customer Engagement Manager for Australia & New Zealand

Work well under pressure
Team player
Secure customers to support critical campaigns, product launches, press, events, sales, videos, social and other marketing initiatives
Collaborate with Country Sales, Customer Success, Field Marketing and PR for Execution
BA/BS/MBA in IT Marketing, Communications, or other relevant focus
Alignment and integration with key sales teams to understand customers and engage for marketing and referencing opportunities
Knowledge in Social & Digital Marketing

present

Philadelphia, PA

Senior Customer Engagement Manager

Philadelphia, PA

Witting, O'Reilly and Trantow

present

Philadelphia, PA

Senior Customer Engagement Manager

present

Manage internal and external people, groups, teams in order to execute programs
Customer Empowerment Community programs management and execution
Develop a cross-functional team from multiple business groups and functional areas to deliver high impact programs/projects
Global Community Programs Management
Engagement program management and execution
Understands the customer business including the business issues and problems being resolved by the Professional Services engagement
Owns Professional Services delivery to a customer focusing on fast time to value

Education Education

Bachelor’s Degree in Relevant Professional Track

University of Memphis

Bachelor’s Degree in Relevant Professional Track

Skills Skills

Proven experience of managing multi-channel campaigns and thorough understanding of tools and techniques used in integrated marketing communications, direct response and campaign analysis
Ability to multi-task, prioritize, problem solve
Ability to understand technical or data-led information and brief analysis that will deliver useful insights to inform strategy
Ability to translate customer lifecycle events into creative execution produced by internal and external agencies
Excellent written and verbal communication skills
Act as central point of contact across ServiceNow marketing groups to manage the engagement of customers in support of activities including PR, industry analyst relations, marketing communications and events
Develop and execute voice of customer marketing deliverables in support of ServiceNow’s target business focus areas including content, case studies, videos and speaking engagements
Ability to work both independently and collaboratively as part of a team
Ability to work independently and as part of a local and field based team
Excellent judgment and discernment whill working with highly confidential and sensitive competitive data

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15 Customer Engagement Manager resume templates

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Customer Engagement Manager Resume Examples & Samples

Build and execute plans to increase engagement and reduce churn of customers across The Sun’s free and paid football propositions. Communicate content and marketing messages in a timely and targeted way across a variety of channels, and optimise performance through continuous testing
Work closely with internal editorial team and external agencies to generate innovative new ways to engage the football audience across digital channels, and use data insight to drive the direction of these changes
Demonstrate a results-driven approach throughout all activity, benchmarking performance against retention and engagement KPIs and reporting results back to key business stakeholders
Successfully deliver campaigns from briefing creative through to final execution, in line with agreed timelines. Demonstrate success against KPIs through regular post-campaign analysis reporting
Use data analytics to understand what actions drive engagement and reduce churn, to inform future plans and create a narrative to report back to the business
Build relationships with key stakeholders across marketing, editorial, technology and business intelligence, to help drive continuous improvement and a better experience for our customers
Adopt a customer lifecycle approach to communications, using insight to target messages that proactively mitigate churn and drive usage at key moments of truth in the customer journey
Proven experience of managing multi-channel campaigns and thorough understanding of tools and techniques used in integrated marketing communications, direct response and campaign analysis
Experience of managing multiple stakeholders and complex priorities
Ability to understand technical or data-led information and brief analysis that will deliver useful insights to inform strategy
Passion for the Sun brand and its football credentials in particular
An interest in both creative and strategic/data-led areas of marketing
A proactive approach to engage and communicate with other teams and stakeholders, and tenacity to achieve positive end results
Ability to work both independently and collaboratively as part of a team
Curiosity and a desire to innovate and push the boundaries of traditional marketing activity

Senior Mobile Customer Engagement Manager Resume Examples & Samples

Consolidate Mobile roadmaps across TD's various business lines to create a common Mobile roadmap
Continuously prioritize and sequence production defects, enhancement requests and initiatives across the mobile portfolio. Work closely with Digital Channels stakeholders such as Operations Readiness, Technology and Customer Experience to ensure alignment
Deliver in-depth and up-to-date quantitative and qualitative analysis of competitive environments, start-up and technology innovation trends
Be the enterprise Mobile champion; provide enterprise thought-leadership through regular and timely communications on mobile trends
Help define and monitor Mobile KPIs and manage enterprise and customer initiatives against these metrics. Articulate and execute on corrective measures to ensure KPIs remain on target
Manage two direct reports who are specialized in Business User Validation of current and future mobile initiatives by providing guidance and coaching

Cybersecurity Customer Engagement Manager Resume Examples & Samples

Maintain customer relationships across all Lines of Business (LOBs) ensuring customer satisfaction
Identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalogue of services
Encourage the consumption of standard services within the Lines of Business
Act as an advisor and advocate, facilitating that two-way communications between customers and services
Identify changing business strategy and objectives to influence service roadmaps
Conduct customer satisfaction surveys
Monitor and manage customer complaints
Provides input to the Continual Service Improvement process(CSI)
Participate in internal / external service review meetings
Actively design and manage personal improvement plan to set and meet team and individual performance goals
Act as mentor and coach for junior members of the team
A minimum of 10 years experience in Technology or Client Management
Infrastructure experience a plus; Application Development experience preferred
Client focused
Broad understanding of technology frameworks across mainframe, midrange and distributed
General understanding of Financial Services and key drivers of business performance
Clear leadership skills and ability to exercise judgment and sound decision-making under pressure
Strong oral and written communication skills, able to communicate with senior Technology and Business management
Proven ability to influence others across all contributing teams and disciplines
Strong team player, ability to build relationships from both a business and technical point of view
Demonstrated experience leading IT service management initiatives
Strong understanding of ITSM & ITIL with experience implementing ITIL Service Management processes
ITIL Foundations certification (Intermediate or Expert certification preferred)
Committed to process improvement, LEAN and/or Six Sigma training a plus

Customer Engagement Manager Resume Examples & Samples

Program Management of digital media campaigns
Work closely with agency to establish media objectives and ongoing program evaluation
Partner with internal marketing/product teams on online media integration opportunities
Evaluate and recommend new emerging advertising/marketing mediums
Drive execution of the recommended opportunities
Explore all media opportunities and creative opportunities, including rich media, social media, retargeting
Ability to work in a fast-pace environment and be flexible
Responsible for communication/stewardship of budgets and financial reports
Responsible for integration of online/emerging channels media with mass media agency
Perform necessary project management/coordination efforts across internal departments
Ability to work in a fast paced environment while meeting time-sensitive project goals
Proven ability to think strategically
Experience working with 3rd party vendors, agencies and internal partners
Excellent written and verbal communication skills and the ability to communicate with individuals at all levels of an organization
Defining key performance indicators to support business goals and reporting of the effectiveness of the digital marketing efforts
Must have a dynamic personality and the ability to build strong, strategic relationships with third party partners
Highly-motivated, creative thinker/problem solver who is passionate about the digital landscape
Solid understanding of search engine marketing principles
5+ years of work experience in advertising, marketing or Internet business in a fast paced and aggressive environment.
Experience leveraging Data Management Platforms
Ability to establish trust based relationships with internal and external partners/clients
Must be well versed in current online advertising trends, best practices and reporting, and maintain knowledge base of future trending.
Ability to communicate and present effectively, both orally and in writing.
Proficient experience with Microsoft Office Suite (Excel, Word, and PowerPoint)

Customer Engagement Manager Audiences Resume Examples & Samples

Fulfilling audience creation requests and maintaining an organized and usable database of targeting information
Coordinating regularly with Digital Planning to receive requests and provide feedback on targeting performance
Creating and maintaining an audience size dashboard to demonstrate the size of available audience at each stage of the media framework (Inspire, Activate, Transact)
Providing input on methodology to create statistically significant and actionable testing
Data driven with demonstrable skills in Excel, databases, various programming or Application Program Interface (API) background
Bachelor’s Degree in marketing, psychology, statistics or other quantitative field

Customer Engagement Manager, Audiences Resume Examples & Samples

Confident and empowering leader with track record of developing talent
Uses analytics and audience data to optimize and adjust messaging sequence and strategy
Develop process and internal tools to visualize and communicate messaging strategies throughout organization
Understands how to best use paid media amplification to reach the right audience with the right message on the right platform at the right time
Engage internal content partners to ensure the best creation, sharing, distribution and amplification of content
Maintain proficiency and knowledge in latest trends, technology and best practices for short-form content within social media
Experience in Digital Marketing, including 5+ years in social media including responsibility for both social strategy and paid amplification
Expertise with Social Media platforms (Facebook, Twitter, Instagram, Pinterest, Snapchat)
Experienced in the following analytics tools: ListenFirst, Sysimos, Kochava, Facebook, Twitter, YouTube analytics, Sprinkr, Hootsuite, ad-tagging
Ability to manage multiple projects AND provide leadership and expertise in how to reach key audiences in the social/digital space
Highly organized, exceptionally detail-oriented and accountable for results
Strong presentation skills

Digital Customer Engagement Manager Resume Examples & Samples

Successfully deliver a digital experience that meets or exceeds customer expectations and business goals
Monitor customer feedback for trends, issues and opportunities to improve the customer experience
Demonstrate thought leadership and have the ability to articulate the vision of the Loyalty team in meetings with internal and external stakeholders
Manage creative agency, design and development teams to deliver a best in class experience
Execute and oversee all aspects of the product lifecycle process including writing business requirements, ensuring the delivery of creatives/artifacts from vendors, managing project timelines, representing the business in both Architecture and QA sessions when necessary, partnering with Servicing to ensure education of new features to agents, and monitoring all site updates post-launch
Constantly identify and drive process improvements with our agency, vendors, and Chase teams to make it easier to get enhancements in market
Ensure proper controls are put in place for new initiatives
4+ years of Loyalty Marketing or Product Management experience preferred, leading digital consumer experiences
Demonstrated ability to lead and influence cross-functional internal and external teams
Experience managing partner/vendor relationships and creative agencies
Problem solver with project management skills and the ability to prioritize and manage multiple priorities
Strong attention to the Voice of Customer and consumer insights to drive change
Analytical thinker with ability to interpret results and site metrics to drive change
Creativity and resourcefulness to overcome unexpected roadblocks
Comfortable working in a fast-paced, deadline driven environment where everyone chips in to succeed
Unafraid to be thrown into new projects that will stretch your skills
Have a “can do” mentality biased toward action
BA/BS degree or equivalent experience required

Customer Engagement Manager, NTT Resume Examples & Samples

Accurate forecasting of revenue and margins; long range and 30/60/quarterly updates
Provide a review function to ensure all offers requiring support by the Services Value Team are screened and vetted
Presents periodic customer reviews of Cisco’s overall services portfolio and active/planned deliverables
Interlocks with Services COEs on resource forecasting
Interlocks with Sales, SIAs, and COMs on defining upsell and new services sales opportunities
Coordinates requirements gathering and analysis for new proposed services offers
Data Analysis: Identifying patterns and trends in both quantitative and qualitative data to make decisions, solve problems, and devise solutions
System & Process Fluency: Using applications/systems and standardized processes to help improve the operational efficiency
Communication Skills: Ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand sales team needs and resolve issues in a timely manner while maintaining a consistent demeanour
Critical Thinking: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address sales challenges and new opportunities; taking courses of action based on sound analysis and judgment
Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and efficiently manage work activities
Knowledge of OSS/Orchestration solutions
Systems Integration experience as a Leader or Manager
Business experience for NTT group
Service Provide experience
Sales and Pre sales experience
Knowledge of services portfolio at SI industry
Japanese language skills for business

Customer Engagement Manager Resume Examples & Samples

Self-starter attitude. You are an owner, you find opportunities and deliver solutions
Ability to educate and influence tens of thousands of customers using creative marketing
Data driven decision making mentality and sound business judgment through strong analytical thinking and experimentation
Solid understanding of customer engagement
Ability to take initiative in a constantly-changing work environment
SQL or other geeky skills a plus, but not required

Customer Engagement Manager x Resume Examples & Samples

Gain in-depth knowledge of brand and therapeutic area
Providing expertise and strategic input into brand strategies
Lead the development & execution of customer engagement strategies, content strategies, customer engagement designs, and supporting tactics
Ensuring effective marketing for brands and organization is incorporated in the strategies, through blogs, podcasts, video, eBooks, newsletters, whitepapers, SEO, social media marketing, and other forms of content which serve to engage customers throughout the engagement roadmap
Working with agencies, internal and global teams to produce clear, creative and engaging content
Cultivating a network of sources including experts, organizations and freelance writers
Liaising with internal stakeholders, incl. Marketing, External Affairs, Medical, Regulatory and Legal
Working with the Customer Engagement Analyst to establish a strong focus on measurement, with defined goals, KPIs and metrics
Assessing performance, identifying problematic areas and implementing corrective measures
Responsible for execution of spend related to CEE brand-related promo budgets
Bachelor’s Degree in Business, Marketing or other related discipline
Certification in the field of Digital Marketing or similar
Google Analytics Certification
Postgraduate Degree (asset)
Bilingualism (English and French)
5+ years of digital marketing experience
5+ years with content marketing experience
Demonstrable experience leading and managing integrated campaigns, including SEO/SEM, marketing database, email, social media, display advertising, etc…
Experience in customer journey mapping, persona development and customer engagement design
Experience with A/B and multivariate experiments
Solid knowledge of website analytics tools (i.e. Google Analytics)
Experience in setting up and optimising Google Adwords campaigns
Thorough understanding of relationship marketing and customer activation including knowledge of customer segments, needs, channel usage and preferences
Strong analytical skills and data-driven thinking
Excellent presentation, facilitation and written communication skills
Ability to work with minimal direction; Comfortable with uncertainty, change and challenging the status quo
Strong ability to influence at all levels with clarity and confidence
Ability to effectively work cross functionally and collaborate, with the ability to work in a group and as an individual

Csc-customer Engagement Manager Resume Examples & Samples

SAP Cloud Custom Development Service delivery
Collaborate with internal or external to clarify customer requirement
Understand customer requirements and map it to technical implementation
Deliver high quality solution according to customer specific needs
Fluent English, written and oral
Customer engagement with good communication and presentation skill
Strong knowledge about SAP Cloud solutions
Project management and pre-sales support
Cloud CDP business model and methodology knowledge

Senior Customer Engagement Manager Resume Examples & Samples

Own creation and execution of integrated marketing and communications plans across multiple channels (e.g., email, on-site, social) for the Amazon Echo
Develop a cross-functional team from multiple business groups and functional areas to deliver high impact programs/projects
Own the analysis, reporting, and optimization of our engagement marketing channels
Identify best practices and author playbooks to drive a best-in-class experience across all touch points with a customer
Several years of relevant work experience in e-commerce, online merchandising and consumer marketing/sales
Bachelor’s degree is required; Master’s Degree preferred
Significant experience in successfully taking ownership and delivering results in a fast-paced and dynamic business environment
Demonstrable relevant professional experience in customer relationship marketing, including experience in the areas of email, social, viral and buzz marketing
Strong influencer with excellent verbal and written interpersonal skills
Self-motivated and comfortable working with minimal supervision
A demonstrated history of success in data intensive quantitative analysis and recommendations. Ability to use data and metrics to back up assumptions and concepts
Be comfortable in getting hands dirty to get things done
High attention to detail including precise and effective communications and proven ability to manage multiple, competing priorities simultaneously
Ability to leverage insights (qualitative and quantitative) to design and implement innovative engagement programs
Master Degree in a related field
High-technology consumer products marketing

Customer Engagement Manager Amazon Appstore Resume Examples & Samples

Professional experience building content online
Analytical and numerical aptitude and the ability to use customer research, data and metrics to assess the efficacy of marketing programs
Excellent verbal and written communication skills in German and fluent English
Proficiency with Content Management Systems and ability to edit basic HTML and XML
Basic understanding of the mobile and apps industry
Experience in an international team
Project management skills, including work prioritization, planning and task delegation
SQL knowledge
Experience with customer segmentation, profiling, and targeting
Experience with A/B or multivariate testing
Experience managing large scale email or engagement marketing programs
Proven ability to deliver results and prioritize tasks in a fast-moving, dynamic environment
Confident, self-motivated individual with strong, demonstrable bias for action

Customer Engagement Manager Resume Examples & Samples

Masters in chemistry and experience of working in the pharma industry. Alternatively relevant degree compensated with extensive experience of working in the pharma industry
Approximately 4 years’ experience in a customer engagement (related) role
Knowledge of or experience with development of customer content
Knowledge of products and customer needs in corporate markets is preferred
Detailed knowledge of Reaxys/RMC OR competitive products is preferred
Analytical skills and experience of working with analytics
Extensive communication and collaboration skills
Innovative, creative
Financial awareness/budget management
Computer technology/web editing basic skills (Flash, Dreamweaver, multimedia, e-learning programs)
Fluent in English
Competitive salary and a 13th month
Profit share or bonus plan subject to the company annual results
Additional benefits, such as memberships to Elsevier’s magazines, discount on books and in-house sport facilities
Various social responsibility programs, channeling knowledge and strengths to help communities around the world improve education, science, health care and protect the environment

Global Service Provider Customer Engagement Manager Resume Examples & Samples

5 + years of experience in customer centric roles, within delivery, IT, pre-sales
Should possess strong communication and presentation skills with demonstrated ability to communicate complex ideas in a simple way and proven track record with senior management communications
5+ years of experience in direct customer facing engagements positioning Cisco Services adoption and utilization
Requires an undergraduate degree (or equivalent). MS or MBA is preferred

Customer Engagement Manager Resume Examples & Samples

Act as Subject Matter Expert in Ericsson radio network solutions
Work with sales/engagement practice team to develop and build value argumentation
Advice in preparation for solution life cycle management
Participate in knowledge transfer and information sharing
Share information about Ericsson solutions to educate customers
Feedback unique requirements from the Japanese marketplace to responsible product managers in Business Unit
Build a close relationship with decision makers in operator organization
Develop deep understanding of customer issues and opportunities in order to effectively create attractive and competitive solutions
Some years of experience working in the field of Telecommunication and preferably radio networks, either within an operator or an equipment provider
Interest in both technology and business aspects

Customer Engagement Manager for Australia & New Zealand Resume Examples & Samples

Demonstrated ability to establish strong working relationships with senior executives in large strategic customer accounts
Demonstrated ability to use the tools associated with the position (Oracle Global CRM, Microsoft Office, Oracle Global Marketing Operations and Services portal, My Oracle, etc.)
Understand key sales and marketing priorities for Oracle and map customers into the most strategic referencing and marketing activities. Must be able to look at the customer from a 360 degree view and prioritizing key activities based on Oracle’s strategic vision
Secure customers to support critical campaigns, product launches, press, events, sales, videos, social and other marketing initiatives
Collaborate with Country Sales, Customer Success, Field Marketing and PR for Execution
Gain knowledge of Oracle solutions & products from Applications to Technology to Fusion Middleware, to Services as well as Hardware and Storage. In-depth knowledge of top Oracle customers in areas such as overall footprint, tone of relationship, accessibility, competitive landscape and product release schedule to effectively communicate customer reference use of Oracle products and solutions
Develop strong understanding of specific management by objective goals and completion of goals for review every six weeks and record all completed activities in the Reference System. Maintain tracking documents and participate in metrics reporting for the team
Good knowledge and understanding on the markets of Australia and New Zealand, with well experiences and skills to communicate with the customers of above market as well
Demonstrated product/project management experience. Able to manage an initiative or project from beginning to end. Strong facilitation skills
5 – 8 years experience. Preference is in technology or related industry experience
BA/BS/MBA in IT Marketing, Communications, or other relevant focus
Travel – roughly 10-25%
Location in Sydney, Australia
Experience in technology marketing, public relations and analyst relations
Demonstrated skills required in Word, Excel, PowerPoint or other HTML editor

Customer Engagement Manager Resume Examples & Samples

Build and execute customer engagement plans for target grower segments (Develop, Acquire, Retain) and retail which are designed to deliver an exceptional customer experience. Engagement plans define a) what our engagement focus is with customer as they make decisions about their operations and use BASF crop protection products, b) the direct and indirect channels we will use to engage with them and c) Organizational inputs and resource requirements, particularly from the sales, marketing and technical development groups
Coordinate with Associate Market Managers to deliver compelling, relevant, timely and fresh content to our customers across multiple channels. Coordination will ensure that we have the right information going to the right customer at the right time and result in an exceptional customer experience and customer advocacy
Leverage market research to build in depth knowledge of our grower customers, their interaction preferences and the sources of information they trust to make decisions on the farm. Understanding how our customers’ preferences will allow us to engage with them in a meaningful way and ensure that we are providing the best possible customer experience
Work with the Campaign Coordinator to leverage customer feedback and analytics to make improvements to the Customer Experience to increase customer satisfaction and loyalty
Communicate engagement plan, progress, and results across the BASF organization as required in order to ensure organizational alignment with the go-to-market strategy
Minimum of 5 years’ experience in a Marketing/ Communications or a related field
Agriculture experience engaging with customers (2 years or more) is preferred
Experience working on a high performance team and the ability to influence without authority
Experience in the Agriculture industry, working with and understanding growers and retail customers
Exceptional communication skills (oral & written)
Strong collaboration and leadership skills - ability to foster innovation and embrace and implement change, while working with multiple stakeholders
Fosters and creates enthusiasm for new concept development. A role model in helping others adopt new concepts
Proficient with Microsoft Excel, PowerPoint and web-based applications

Customer Engagement Manager Resume Examples & Samples

Manage customer interactions in a manner that establishes credibility and trust as a business advisor
Achieve customer success performance goals, including 70%+ NPS, reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer/product health scores
Knowledge of English and Bahasa are essential. Mandarin desirable
Ability and willingness to travel up to 30%
Background in Solutions Consulting or Power Plant Operations
Experience managing deep customer relationships (strategic account management /customer service)
Knowledge of Chinese is desirable

Senior Customer Engagement Manager Resume Examples & Samples

Customer Empowerment Community programs management and execution
Project Management of multiple customer enablement programs
Connect with internal groups, sales CEE, product management, support, alliances to ensure they have the communication, tools etc. needed for Community enablement and outreach
Manage internal and external people, groups, teams in order to execute programs
Ability to use and manage SAP systems and processes
Customer Enablement program management and execution
Engagement program management and execution
Reward and recognition program enhancement
Global Community Programs Management

Customer Engagement Manager Resume Examples & Samples

Serve as the main driver of the client relationship and communication between the client and CSA
Manage the budget, timelines, resources, scope, change requests, and status reports of all client associated projects
Training and/or Quality Departments to develop, document, train and update processes as they relate to the client
Drive process flow analysis and process redesign when applicable
Produce a detailed project plan to match customer requirements
Document and gain approval for customer requirements definition
Participate in training, documentation and delivery efforts in concert with other project team members
Inform Training, HR, and/or Quality Departments of contract requirements to determine resource, training, PPE and test equipment needs
Lead internal project team meetings and meetings with the customer
Participate in internal projects as required
Work with division General Manager/VP to forecast revenue
Work with Field Service Team to forecast resource needs
Responsible for project financials as it relates to assigned customers
Responsible for customer satisfaction as related to support services
Responsible for following quality practices specified by company and product vendor
Provide assistance and mentoring to customer administrative support team
Complete review of WEAR, Service Max, and/or any time/expense submissions&
Develop and deliver training to new programs as they are implemented by corporate and/or customers
Work with Operations and Quality Team to update orientation/onboarding, procedure and process materials as needed
Assist with recruitment, interviewing and orientation of new employees
Act as an interface to client manager in the absence of CSA Operations and/or Field Support Manager
Develop project scheduling when needed
Monitor FTO and resource calendar to ensure proper resource allocations
Ability to communicate both verbally and in writing with healthcare & business professionals
Prior supervisory and customer service experience
Experience in providing employee training
Proven ability in developing and maintaining effective internal and external relationships
Effective time management and organizational skills
May be required to demonstrate the ability to lift materials per specified and approved limits
Ability to use basic computer skills and perform tasks on computer
Available for stand-by and after-hours responsibility
Available to travel on occasion for support of other territories
Ability to sit for long periods of time exceeding 4 hours
Ability to continually learn new product service techniques
Must be proficient in the Microsoft Office Suite
Project Management or PMI Certification preferred

Customer Engagement Manager Resume Examples & Samples

A passion for working with people and the ability to quickly build rapport into lasting customer relationships
The ability to identify and act on opportunities to enhance customer satisfaction
Effectively managing the Customer Engagement programs with terrific customer service
Effective communication and negotiations skills at all levels, from front line engineers to executive level
Commercial, business and operational acumen
Being accountable for operational results of F5, particularly in the areas of Customer Satisfaction
Contributing to Silverline and SOC services sales and renewals success by providing customer relationship data to the Sales and Renewals teams to allow Sales to engage properly with the customer
The ability to address both immediate operational actions and also seeing strategic collaboration opportunities in line with F5 policies and security standards
The ability to translate engineering deliverables into executive and operational communication
Manage technically or politically escalated situations when necessary
Strong focus on customer satisfaction, including demonstrated ability to manage complex technical or political situations to a positive resolution
Ability to work in a highly-collaborative, dynamic environment across local, regional, and global offices
Knowledge and ability of working towards achievement of common support center metrics
Moderate to strong knowledge and understanding of some parts of IT Security operations, including Anti-fraud, Volumetric DDoS, Web Application Firewall, Layer 4-7 security, Threat Research and Analysis, and ISO 27001 standards
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
Experience managing advanced enterprise customer engagements in an IT or IT security field
Must be able to fluently communicate in English (written or spoken). Must be able to communicate technical or security related information to clients with different levels of technical competence. Multi-lingual a plus
Must be able to create regular operational reports and provide data to internally or to customers using standard Microsoft Office tools (Word, PowerPoint, Excel, etc.)
Foundation level understanding of Project Management – PMP Certification desired but not essential
Due to 24x7x365 operation, must be willing to be available for out of hours work
Must be able to show good judgment skills and the ability to put the customer first
Demonstrated ability to work with customers to develop and drive service improvement plans
Experience with case management ticketing systems
3+ years experience in a customer service role, working with corporate/enterprise customers
BA/BS or equivalent
Experience in a technical support role a plus

Customer Engagement Manager Resume Examples & Samples

Partner with sales and sales management to develop go-to-market approaches that recognize the unique attributes of the various business lines within CS as well as recognize the different regional nuances and needs that exist across geographies in North America
Lead inside sales efforts including direct management of the Architectural Sales team
Set as a key objective defining and implementing a plan to expand inside sales efforts across all CS businesses supporting the field sales staff through a coordinated and collaborative approach
Develop and manage analytics that are associated with the sales and marketing processes related to funnel development and reporting

Senior Customer Engagement Manager Resume Examples & Samples

Owns Professional Services delivery to a customer focusing on fast time to value
Responsible for customer satisfaction throughout the engagement cycle
Understands the customer business including the business issues and problems being resolved by the Professional Services engagement and helping customers change they way they work
Single point of contact for a customer for ServiceNow engagement and provides a conduit to other ServiceNow teams as required
Project team leading leveraging a proven understanding of project management methodologies and principles
Leverage own consultative skills and an understanding of technology to explain how ServiceNow addresses requirements and objectives
Managing project team of internal and external consultants
Proven project leadership experience with enterprise software or SaaS implementations
Very strong communication skills with the ability to set appropriate expectations with the customer

Senior Customer Engagement Manager Resume Examples & Samples

Proven project leadership experience with enterprise software implementations
Comfortable leading workshops to the hierarchy of a Fortune 100 companies
Experience managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.) or software development
Global roll out experience, working with teams in multiple countries
Program definition and management. Managing multiple projects and initiatives in very large customer accounts
Project Management certification in PMI or similar
Agile Scrum experience and Scrum Master certification desirable
Building Cross-functional teams to work in major accounts
Previous Business Analyst experience desirable
Technical or Architecture background required
ITIL V2 or V3 Foundations Certification preferred

Customer Engagement Manager Resume Examples & Samples

Achieve revenue and business cases goals defined in our contracts with customers within the term of the agreements
Expand network adoption and utilization as measured by spend enablement, transacting supplier growth and SMPP contribution
Improve customer retention and reference-ability by delivering region or industry target rates for Contract renewal
Oversee the delivery of procurement, network and services delivery within a region or industry
Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics
Serve as a key member of the CCO leadership team with responsibilities for existing Customer Management and the profitable revenue growth and Network growth within their region or industry
Primary CCO leadership in the region and manage the further successful development of the CCO operations in the region or industry
Support regional business development initiatives, working with Sales, Marketing, Eco Systems teams to expand market and customer awareness related to procurement solutions and the network within region or industry
Identify, develop and/or enhance the procurement line of business and SAP brand and value proposition within the region by providing strategic direction to the group and regional team with respect to all Customer Accounts
Provide regional leadership, operational credibility and visibility to all constituencies including internal SAP teams, alliance partners, and the external community in the region
Maintain executive level contact with both Buy-Side and Sell-Side Customers and lead/ manage thought leadership mechanisms with targeted customers
Provide operational oversight into Account Management, including Customer Reviews, Solution Renewals/Expansions and Network enablement programs
Work with the team to analyze customer business and market trends to develop customized engagement strategies
Maximize the targeted customer’s use of the SAP Business Network
Provides direction to form strategic account plans, including customer profiles, targeted programs, application descriptions, forecast reports, and action items
Establish regional level operating goals and forecast against these goals
Promote the implementation of corporate policies related to company operations, financial performance, business growth, and human resource development in the region
Provide feedback to corporate headquarters regarding performance, product development needs, evolving strategy and market and regional conditions affecting the business
Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs and realignment of strategy to achieve regional targets
Demonstrate broad and deep knowledge of spend management process and solutions
Manage direct reports and support professional development
Oversee regional office administrative functions as appropriate; and
The Customer Engagement Manager is ultimately focused on the rapid transformation of client organizations into world-class managers of spend, through innovative, high-quality, global, Spend Management Solutions that create sustainable bottom-line results
10-12 years senior level experience leading a successful organization or team
Past software experience in the following areas including Business Analytics, Sourcing, Reverse Auctions, Order Management/Procurement, Finance, Contracts, Supplier Performance, and business networks is strongly preferred
Demonstrated understanding of procurement processes and issues
Experience in a complex matrix organization
Demonstrated ability to lead teams across several (international) markets
Demonstrated experience in program management and client management
Strong analytical skills and ability to evaluate current Customer operations in comparison to Ariba strategic objectives
Proven ability to identify specific Customer opportunities and convert them into Customer strategic plans
Knowledge of local and regional regulations of the eCommerce industry is an advantage
Demonstrated experience identifying and successfully selling broad service sales opportunities with clients
Demonstrated ability to anticipate and solve problems
Demonstrated ability to manage multiple tasks across functions
Excellent listening, written and oral communication skills
Willingness to travel

Customer Engagement Manager DBS Resume Examples & Samples

Strong customer-focus minded and customer management competency
Analyze customer situation and develop an engagement strategy
Find customers’ pain for both of visible/invisible cases
Can promote SAP new services
Highly sophisticated communication for engaging and maintaining the relationship with customer C-level and senior management level
Self-starter and strong sense of ownership
Presentation / communication / negotiating skills
Seniority / diplomatic character
Program & Project Management
Highly trained and experienced account management skill
General knowledge about ERP systems (ERP applications, OS, DB, others) desirable
Business English
Native or fluent Japanese

Customer Engagement Manager Resume Examples & Samples

Strong customer facing capabilities
Wide business knowledge and technical expertise (also covering Amdocs portfolio)
Proven ability to build strong relationships – both internally and externally
Operational experience a plus

Customer Engagement Manager Resume Examples & Samples

Report to China Partnership & Community Manager
Serve as the interface among existing and potential Shopbop customers, Shopbop communities, Fashion KOLs, and Shopbop
Conduct analysis to assist US team in designing, planning, and executing online and offline customer engagement activities, including but not limited to, marketing campaigns, social presence strategy, KOL out-reach, branding events, survey/feedback sessions, etc
Working with global teams, assist in creating and managing Greater china website and social channel content creation, recommend fashion and customer trends, project manage branding exercises, conduct analysis to assist US team to execute social media strategy
Understand industry trend, recent development, and able to vocalize and present to senior management teams
Gather customer feedback, respond to customer concerns, be the voice of the customers, and present finding on weekly/monthly cadence to senior management team
Passion for online community building, active in his/her communities, knowledge about customer segmentation, experience in event planning, and knowhow about brand evangelism
Technical knowledge of cross channel web analytics, data driven decision making
Ability to design, communicate and present metrics effectively to propose and support strategic decisions
Ability to clearly communicate with teams across geographic regions and time zones
Ability to execute in the short term while simultaneously developing long-term strategy
Ability to handle multiple competing priorities in fast-paced environment
An obsession with the customer experience
Minimum of 5 years’ experience working directly on social media
BS/BA in a relevant field required, degrees in fashion, marketing, journalism, and PR preferred
Well-versed in social media and digital technologies, constantly informed on industry development, consumer trends and new technologies
Both creative and data-driven mindset, understanding of social media analytic tools and how to apply findings
Ability to work with multi-disciplined teams
Fluent in Mandarin, working knowledge of English
This position will prefer candidate has 5 years' experience in Ecommerce
This position will be located in Shanghai, but will be required to travel to Shopbop NYC and Madison offices

Customer Engagement Manager Resume Examples & Samples

Develop and deliver the appropriate customer engagement retention strategies
Collaborate with our Sales team as you track and monitor product usage statistics and build a comprehensive view of accounts
Define customer segments in terms of support level required, value and retention risk, and determine appropriate level of investment and corrective action required
Collaborate with the marketing team to develop and execute digital marketing campaigns where appropriate, and measure ROI
Develop and deliver introductory training programs with end users or facilitate these session with internal product managers and sales teams
Develop and maintain strong relationships with customers and foster product user communities through onsite visits, trade shows, conferences and other public events
3-5 years’ experience in training delivery and/or customer support roles with a proven track record of creating and delivering customer retention and loyalty programs
Excellent relationship-building skills at all levels, both internally and externally
Excellent communications skills, written and verbal
Strong time and project management skills, with a proactive nature and drive to succeed
2-4 years’ experience working with universities or hospitals delivering customer focused solutions or services

Customer Engagement Manager Resume Examples & Samples

5 years email marketing experience with ownership of database and segmentation strategies; some agency experience required
2 years SMS execution experience including multi-national short code implementation and trigger touch strategies; SwitchBlade platform know-how is a big plus
5 years of project and campaign management experience, ideally with an interactive agency
Demonstrated track record of delivering on B2B and B2B2C customer onboarding and retention through the use of email and SMS channels
Understand Exact Target ESP and industry best practices related to email development, execution and deployment
Advocate for Exact Target capabilities and guide optimal platform utilization
Proficient in implementing complex email programs (drip campaigns/Journey Mapping) including performance reporting
Experience with handling enterprise level ESP accounts including and not limited to set up (IP warming, APIs, DEs, business units, users etc.), enterprise reply management, acquisition, landing pages and marketing initiatives
Comfortable handling data to satisfy current needs and explore future data integration points
Solid understanding of the full email & SMS process and comfortable working under pressure within time constraints
Comfortable with making edits independent of creative team(s) using Photoshop/ Dreamweaver
Comfortable managing all aspects of a project: interaction with multiple departments, timeline development, campaign briefs, resource planning, meeting schedules etc
Experience with quality assurance (QA) protocols and ownership of QA testing and signoff for all email deliverables
Experience with project management tools e.g. PMO, PPM etc. and using QA tools e.g. Litmus etc. is a plus
Adapt to the constantly evolving digital landscape and any related business needs
Advanced written, verbal and interpersonal communication skills
Ability to work effectively in situations driven by deadlines or which require flexibility to approach and execution
Advanced skills as it pertains to developing and/or providing direction on artistic perspective
Works with minimal supervision and knows when to escalate issues to management for support and/or resolution
Ability to communicate clearly and display a high level of professionalism, including the ability to work with staff of all levels
Ability to work independently at times on multiple tasks while remaining organized
Strong problem-solving skills to resolve issues throughout initiative life cycle
Strong industry acumen
Ability to prioritize and multitask under ever-changing needs and schedules
Strong organizational skills and proactive manner
Team player with strong interpersonal skills and the ability to articulate ideas clearly in both oral and written communication
Advanced experience in Microsoft Office programs

Customer Engagement Manager Resume Examples & Samples

Create and manage department budget including staffing and technology needs
Creation and administration of recognition and incentive programs
Creatively find solutions that will meet customer needs
Drive customer engagement to address gaps in care
Drive one contact resolution on every interaction
Ensure excellent training for new hires, conduct ongoing training assessment for developmental training needs, follow through on training needs, and provide service excellence training ongoing
Ensure the customer experience is at an excellent level through all methods of communication and interaction
Evaluate team performance based on customer feedback, reporting tools, quality audit reports, and call observation
Illicit feedback from customers via surveys, focus groups, and direct interaction
Implement improvements based on customer survey data and feedback
Investigate and implement new technology, offering additional and enhanced service for our customers
Lead HEDIS and NCQA initiatives that improve Health Plan scores and rankings across all product lines
Manage a leadership team that will drive performance including service excellence and efficiency
Manage a team that is customer facing, ensuring Service Excellence is a top priority for all
Manage all contact volume including inbound calls, outreach calls, faxes, written communication, and on line interactions via web messaging, on line chat, and email
Motivate team to be focused, knowledgeable, positive, kind, and caring in servicing customers
Plan and participate in events that benefit our customers' community
Prepare and administer performance evaluations
Provide and support career pathing for all team members
Provide coaching for all team members to improve
Recruit team members with a passion to serve and an ability to comprehend UPMC Health Plan products
Tracking and trending all customer feedback; drive improvements throughout the Health Plan that will improve and enhance the customer experience
Bachelors Degree preferred or equivalent experience
5 years in a customer service leadership or healthcare leadership role
Experience in managing a team of 20 or more team members
Success in managing multi media contacts
Ability to prioritize and utilize contact technology to manage volume in a busy environment, or driving production of proactive outreach during low contact volume periods
Service Excellence as a way of thinking and the attitude that is portrayed
Ability to help others embrace the spirit of service Leadership skills to manage and motivate team members to provide a high level of service excellence Proven success in finding innovative solutions to enhance the customer experience
Ability to multi task and prioritize work and projects in a fast paced and changing work environment
Demonstrated ability and interpersonal skills to effectively influence others to accomplish Health Plan business objectives
Previous Pharmacy experience strongly preferred

Country Consumer & Customer Engagement Manager Resume Examples & Samples

Provides strategic leadership and development of Loyalty and CRM marketing strategy that grows interest and activation of IKEA brand with high-likely prospects and customers
Directs IKEA in the evolution and innovation of data-driven marketing and personalization, developing short and long-term roadmaps across internal organization and agencies
Drives connection with Media and Web & Digital teams to influence media buying and segmentation
Serves as a strategic partner to the global CRM and Loyalty programs, ensuring US integration, participation, and influence in projects
Develops a clear roadmap for the CRM and Loyalty journey to improve customer engagement and emotional connection with IKEA
Develops and delivers annual Loyalty and CRM plan as part of the integrated marketing & communication team
Creates the vision and processes to secure loyalty through the entire consumer journey, driving integration with Customer Experience organization
Ensures learnings, CRM, and Loyalty Marketing influence the broader organization
Sets and delivers KPI’s for the overall health of the Loyalty program and manages ~$8MM budget
Forward thinking Loyalty/CRM thought leader
Experience with managing CRM in a multi-channel environment
Experience with CRM with a focus on customer acquisition, retention and segmentation
Expert in best practices and A/B testing
Experience using data to drive strategy and decision making
Understanding of direct marketing principles
Experience managing and implementing a customer loyalty program
5-25% Travel (1 day per week on avg.)

Customer Engagement Manager Resume Examples & Samples

Develop customer engagement strategies across all customer-facing touchpoints and communication interfaces, aligning and leveraging all customer communications to aggressively grow customer loyalty, revenue retention and Net Promoter Score metrics across the organization
Manage the development, prioritization and sequence of all centralized customer engagement and outreach initiatives, with emphasis on omni-channel and direct-to-customer communications that add tangible value, increase preference for the Umpqua brand and bolster customer satisfaction and positive word-of-mouth
Oversee and manage the development of Umpqua’s content marketing platform and strategy, including Umpqua’s industry-leading podcast, leveraging strategic content across a variety of platforms and touch-points, including umpquabank.com, in-store engagements, call-center communications, external sponsorships and other channels for promoting and aligning content with the Umpqua brand
Manage customer expectations and awareness levels pertaining to customer-facing organizational initiatives with high impacts to the customer’s experience, including but not limited to, mergers, acquisitions, store closures, product or policy changes and other shifts to the customer’s reality or overall experience in achieving customer retention and satisfaction goals
Create new standards, protocols and processes for ensuring a positive brand experience among customers and internal associates pertaining to applicable merger, acquisition regulatory-required communication projects and assignments, including matrixed engagement with senior executives, front-line associates, operations teams, product departments and internal and external communications partners to ensure successful alignment and adherence to the customer communication strategy
Responsible for passionately promoting the Umpqua brand promise and messages among existing Umpqua customers. Function as a leading advisor and solutions provider for internal teams and customers seeking to connect with, educate and otherwise influence customer actions and behaviors
Develop near-term and long-term plans for specific marketing communications programs by channel, in partnership with marketing managers and product managers. Ensure the evaluation of customer communication systems are in place related to annual line of business goals and objectives
Oversee the development, establishment and optimization of a holistic customer commination strategy and deployment calendar and to ensure delivery of sophisticated, multi-faceted marketing and customer communications pertaining to complex, high profile projects
Support and enhance corporate customer experience initiatives that help simplify, humanize and brand technical communications (product disclosures, regulatory and compliance communications) to ensure cohesion with Umpqua’s distinct brand mission and vision, in partnership with compliance and customer experience leadership
Cross-functional support: periodically support high-level corporate strategy initiatives sponsored outside of Creative Strategies, including but not limited to Product Strategies, Enterprise Project Management and Corporate Communications
Periodically present to/communicate with Senior Executives regarding brand marketing programs and initiatives
10 -15 years’ experience in marketing, marketing communications, strategic communications, customer experience strategy customer strategy support and or equivalent experience. Master’s degree in marketing, strategic communications or marketing a plus
Intimate knowledge of marketing communications, product marketing, brand strategy and communication/promotional strategies, with an emphasis toward customer communications, brand experience management and product communications, awareness and adoption strategies
Excellent project management and matrix management oversight skills, with the ability to create loyalty and generate strong partnerships among diverse, geographically-separated individuals, work groups and teams for the purpose of achieving assigned objectives—including quarterly and annual goals, timelines, key implementation milestones, budgets and creative deliverables
Proven proficiency in traditional and non-traditional media and marketing communication strategies, tactics, vehicles and ROI measurement
Highly effective communicator with proven proficiency in written and verbal communication, with the ability to synthesize information received verbally or in written form
Agency/vendor management and contract/SOW negotiation experience
Skilled presenter to senior executives and field personnel
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."

Customer Engagement Manager Resume Examples & Samples

Be the key relationship contact for the customer through the project execution and customer life cycle with GE
Critical to success will be driving cross-functional
At least 5 years of experience in power industry
At least 10 years of experience in a direct customer facing role
Knowledge of Bahasa and English essential

Key Customer Engagement Manager Resume Examples & Samples

Define the strategic and new customer agenda for ELN
Create and understand global account P&L and ensures growth
Design the key principles of the global ELN pricing strategy, and work with CBUs to drive compliance and consistency (e.g. corridors)
Manage the relationship with the global customer team in Paris, and ensure the strategic agenda of ELN is represented in customer discussions
Prepare global top to tops with strategic customers
Support our CBU’s with customer management
Engage actively in the commercial community managing the key accounts

Ariba Customer Engagement Manager Resume Examples & Samples

Bachelor’s Degree required, MBA preferred
10+ years of experience in B2B software or services environment
Past client delivery experience in the following areas including Integrated B2B Transactional Networks, Order Management, Procurement, Finance, Supply Chain, Large Account Management (LAMP)
Demonstrated ability to lead people across several (international) markets
Demonstrated experience in client relationship management and renewals
Demonstrated experience identifying and successfully upselling broad, technology-enabled, or pure service opportunities with existing clients
Exposure to multicultural scenarios / international work experience
The position requires fluent Spanish and/or Portuguese and also fluent, business-level English language skills

Customer Engagement Manager Resume Examples & Samples

High level strategy review and deal screening of proactive/reactive service proposals, RFX responses, etc
Engage with Sales to identify options/ strategies for services offers/ proposals that meet Cisco and customer requirements
Contributes to requirements gathering and analysis for new proposed services offers
Supports contract development efforts with the Services Value Team
Interlocks with Sales on Booking forecasts and sales funnel quality
Drives Services execution and deliverables for Subscription and Transaction business
Engage with Customers and validate that delivered services meet contracted customer requirements and expectations
Provide executive communications and reviews (e.g., QBRs; JBRs) highlighting Cisco’s value contributions
Interlocks with Program/ Project Management teams on quality and scheduling of deliverables
Interlocks with Sales Support and delivery resources on planning and operational performance (e.g., FTS, NOS)
Provide management level Support to FTS for critical escalations
Interlocks with Services COEs & Central PMO team on resource forecasting
Interlocks with Services Practices on portfolio improvements
Knowledge of Cisco Services Portfolio
Knowledge of Cisco Architecture solutions
Tool and Process Knowledge
Customer Operations Models (i.e. ITIL)

Customer Engagement Manager Resume Examples & Samples

3+ years of sales, implementation, operations and/or team management experience
3+ years experience in project management using formal methodology, techniques and tools
Proficient in the discipline of Project Management
Ability to adhere to standard methodologies and processes

Customer Engagement Manager Resume Examples & Samples

Partner with digital team to optimize our websites
Perform regular audits for proactive monitoring of crawlability and indexability
Perform keyword research to determine appropriate theme/topic targets when required
Optimize or create Page Titles, Meta Descriptions, Meta Keywords, and Image ALT Tags for new and existing web pages
Review website content index, wireframes, comps and copy drafts to ensure proper usage of important keyword phrases in URL’s, links, and page body
Locate missing or duplicate HTML tags and correct to ensure every page is unique
Identify areas of concern within websites that could prohibit major search engines from finding our content
Maintain global files that are important for SEO, including robots.txt and XML sitemaps
Track the success of SEO efforts through the use of detailed reports created through web analytics, ranking tools, Google search console, and proprietary in-house software
Continually stay informed of industry updates, regularly conducting and sharing potential impact analysis
Passion for SEO and internet marketing
Attention to detail and the ability to effectively multi-task in a deadline driven atmosphere
3+ years experience in Search Engine Marketing (SEM) and Search Engine Optimization (SEO)
Experience optimizing Angular JS for SEO
Proficiency in MS Excel, PowerPoint, and Word
Experience with website analysis using a variety of analytics tools, preferable Adobe
Experience working with popular keyword tools

Customer Engagement Manager DBS Resume Examples & Samples

Delivery ONE Service projects workstreams like Project Management, Integration and Development, Test Management or User Training
Brings technical or application expert knowledge into the project
Co-operates with the Focus TQM to answers difficult functional or technical questions and executes concrete tasks
Delivery Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical
Learns to deliver onsite services as functional expert for broad area of topics
Deliver Expert Guided Implementation
Deliver root cause analysis, provides solutions, and delivers services for specific fields / areas
Actively provide customer feedback to development based on delivery
Analysis if functional gaps in ICC
Execute customer development in context of ICC
Establish OCCs and necessary IT processes at customers
Implement specific best practice operations scenarios
Develop trainings, specifications and documentation
Participates in weekend support activities
Reports errors to development organizations
Works as functional expert in de-escalations
Functional Responsibility for specialist Technical area
Deliver standard application / technology workshops and training
General application and technology knowledge
Expert knowledge in development or product configuration or technology components
Integrates seamless in project teams and takes an active expert role
Executes different type of delivery activities and takes over back office functions
Fulfills expert role in external or internal project teams
Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the AGS Mission Control Center
Project Management skills
Bachelor in Mathematics, Physics, Computer Science or similar

Customer Engagement Manager Resume Examples & Samples

Strategy building to move from customer awareness to customer engagement
The design and implementation of communications, marketing, promotion, and customer awareness plans to enhance customer participation and engagement in company product offerings
Oversee multiple projects and campaigns and identify opportunities for partnerships to build efficiencies in marketing and promotion funds
Monitor campaign performance and develop performance metrics to determine impacts of individual marketing tactics
Continuous improvement of customer engagement and satisfaction
Serve as liaison between corporate communications, program owners, and senior management on customer engagement efforts
Ability to identify impacts of marketing tactics on companywide strategy level and implement value added solutions

Customer Engagement Manager Resume Examples & Samples

Participate in performance planning, staff development, coaching of direct reports, compensation management, training, managing the staffing and composition of the service center teams and succession planning; partner with recruiting and training teams to ensure needs are satisfied
Coordinate and manage the delivery of service center team processes, client deliverables and participant services initiatives; manage the service center capacity to deliver results and meet required goals; coordinate and/or develop plans to address at risk areas
Provide appropriate resources for client tours and client visits by working with various departments to determine the needs, identify strategy and deliver effective information during potential client visits as well as on-going client site visits
Facilitate effective service delivery to plan participants by helping the team create, implement and maintain service center requirements, statements of work and service level agreements; gather analyze and report on service center metrics per client and across teams; ensure accurate processes are followed and documented across the service center
Monitor calls for quality, track Representative performance / behaviors, identify areas for improvement, and follow the progressive counseling model when necessary
Develop talent by identifying Call Center Representative strengths and provide the opportunity for project work
Conduct Contact Center tours for existing clients and be involved in the sales process- including participating in the Sales Final presentations
4 year college degree preferred
5+ years customer service experience in an benefits outsourcing call center
Excellent communication skills (both verbal and written), ability to research, follow up, and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), mastery of all proprietary/internal systems, management experience
HIPAA certification

IT Customer Engagement Manager Resume Examples & Samples

Manages execution of the Service deliverables through effective planning, prioritizing, communication and follow up
Guide the customer throughout all onboarding of PCM service efforts identifying their business requirements and mitigating implementation barriers
Define the necessary toolsets to track, monitor, and evaluate service delivery efforts impacting the customer experience
Utilization of performance analytics to review and measure the quality of the Service deliverables
Work in close collaboration with other PCM service delivery teams to identify and prioritize cross functional service delivery
Be accountable for the end-to-end project management and delivery of customer projects
Work with CEM and service delivery teams to define/implement/manage customer experience best practices, based on insight into customer behaviors and propensities
Work with PCM and client teams to identify the people, process, and technology capabilities required to deliver the associated services
Minimum 10 years of working experience post-college. Minimum 5 years’ experience in the role of Project and/or Program Manager
Minimum 2 years expense in Customer Service Management within a technology environment
Demonstrated ability to identify and communicate with multiple personalities, roles, and decision-makers
Excellent communication, presentation, delegation, follow-up skills
Experience with ITSM and business analytics platforms
Demonstrated ability to manage complex and competing priorities
Demonstrated conflict management and resolution skills

Customer Engagement Manager Resume Examples & Samples

Strategic ownership of Engagement in WEX U portfolio; how to optimize revenue per customer and protect the customer experience - Designing, Planning and Executing
Early Tenure program strategy and execution across platforms including outbound, inbound, online and mobile
Cross Sell marketing strategy and execution across WEX U and Partners -- Collaborate closely with Product and Revenue (non-fuel) teams to optimize the marketing strategy across portfolios based on segmentation,
Bachelor’s Degree in Business or Marketing, and 8 years’ experience in previous marketing roles
Excellent business judgement and solid understanding of importance of data in decision making
Extensive knowledge of customer-centric engagement and loyalty approaches
Proven ability to Hypothesize, Analyze, Recommend, and Implement
Cross functional leadership in the organization across Revenue, Analytics, IT, Product and Marketing
Marketing analytics: Understand key revenue and customer experience metrics and KPIs
Project Management – strong multitasker successfully managing multiple projects simultaneously and reporting status of wins and challenges
MBA with 6 years of marketing experience
Payments industry experience
Retention or Engagement experience
MarTech understanding and experience

Customer Engagement Manager Resume Examples & Samples

Data Analysis:Identifying patterns and trends in both quantitative and qualitative data to make decisions, solve problems, and devise solutions
System & Process Fluency:Using applications/systems and standardized processes to help improve the operational efficiency
Communication Skills:Ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand sales team needs and resolve issues in a timely manner while maintaining a consistent demeanour
Time & Productivity Management:Applying personal organizational strategies and processes to prioritize and efficiently manage work activities
Proven experience in effectively managing customer operational challenges and executive escalations
Requires proven and effective leadership and collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues
Build an understanding of Cisco Service Portfolio

Customer Engagement Manager Resume Examples & Samples

5+ years experience in foodservice sales or related activity
Must have a valid driver’s license
Excellent written and verbal communication skills, storng presentation skills
Strong attention todetail with good business acumen
Computer proficiency – experience with MS office products, specifically Excel and Powerpoint
High degree of organization along with the ability to manage multiple projects with competing priorities
Excellent judgment and discernment whill working with highly confidential and sensitive competitive data
Ability to work independently and as part of a local and field based team
This position must pass a post-offer background and drug test
Execute against Reinhart’s platform and strategy for operator engagement (Including internal and external customers and utilization of market research)
Promote the Reinhart approach to menu planning as a value added service for our customers
Engage local customers and divisions to gain feedback on solutions and support
Work with sales teams to develop customer on-boarding processes and define resource allocation by customer segment
Engage divisions in the rollout of tools and processes via “Train the trainer” toolkits designed to support divisional leads, sales meetings, division training, webcasts and/or food shows
Support Reinhart’s loyalty platform and define communications and marketing approaches to drive engagement, gain new customers and enhance customer retention
Assist the sales team to get customers interested with our Restaurant 360 offerings
Owns multiple projects across various partnered customers and is responsible for leading and driving implementation of projects that meet deliverables within the agreed upon timeline
Advise customers on best practices
Manage all aspects of project delivery and solution delivery ie. Recipe manager, inventory management, achieving food cost goals
Manages division processes/relationship for an assigned book of business
May directly or indirectly manage others and/or their work

Customer Engagement Manager Resume Examples & Samples

You will manage the customer engagement - establish communication and governance channels with the customer to address opportunities and issues in a timely and proactive manner, work with the customer to set expectations for implementation and delivery, meet and exceed customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT) survey, and Exceeding Customer Expectation (ECE) measurements); you will become a customer trusted advisor and an expert. A person who understands the customer’s technical and business needs and also is familiar with the solutions Amdocs has to offer to solve the customer needs
You will be in charge of business plan management: planning / maintaining the estimates and resource plan for the onsite, customer-side project aspects, manage the business plan to ensure budget and margins are controlled, strive to improve EBIT by increasing efficiency, aligned with the CBE EBIT improvement plans
You will enable growth: identify customer needs and challenges, translate customer needs into business opportunities, represent the customer in the solution design, proactively provide input for future product versions, engaging the relevant Product Managers, etc
You will manage the on-site team: create the organizational structure to support organizational goals and client needs, lead onsite and in some cases off site teams, and will be accountable for people care, engagement, motivation and management of those within his or her team

Customer Engagement Manager Resume Examples & Samples

Develop and execute voice of customer marketing deliverables in support of ServiceNow’s target business focus areas including content, case studies, videos and speaking engagements
Act as central point of contact across ServiceNow business units to build and execute voice of customer plans
Act as central point of contact across ServiceNow marketing groups to manage the engagement of customers in support of activities including PR, industry analyst relations, marketing communications and events
Develop programs to help us scale reference efforts
Partner with relevant internal stakeholders to build reference pipelines and execute tactics to onboard new customer references
Create marketing campaigns leveraging customer content using social media to promote customer stories and build reference pipelines
Maintain customer reference information through centralized database
Gather and analyze data to assess health of customer reference and asset repository and use data to inform development plans
5+ years marketing experience with a focus on customer programs, corporate communications disciplines or product marketing
Can work independently, self-reliant and self-motivated
Databases
Ability to multi-task, prioritize, problem solve
Goals and results driven

Customer Engagement Manager Audiences Messaging Resume Examples & Samples

Brings campaign strategies to life with unique concepts that engage audiences in new ways
Sets an innovative messaging and media distribution strategy that leverages targeted touchpoints with our guests on various digital channels
Leverages analytics and audience data to optimize and adjust messaging sequence and strategy
Understands how to best use amplification to reach the right audience with the right message on the right platform at the right time
Maintain proficiency and knowledge in latest trends, technology and best practices for short-form content within digital media
5+ years experience in a digital marketing field, including responsibility for both strategy and creative
Knowledge of offline media, digital media, and CRM preferred
Expertise with Digital Media platforms (Display, Streaming, Native, Social)
Experienced in the following tools: Sprinklr, Opal, Facebook, Twitter, YouTube, Instagram, Snapchat, Pinterest, ad-tagging
Strong interpersonal skills, highly collaborative working style
Ability to manage multiple projects AND provide thought leadership and strategy in how to reach key audiences. with the right message in the social/digital space
Experience managing social media accounts for large audiences
Experience managing outside vendors and platform partners
Experience working with a variety of digital content management systems
Bachelor's degree or equivalent work experience

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Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

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Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

Customer Engagement Manager Resume Examples & Samples

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