Customer Engagement Resume Samples

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KW
K Weimann
Kelvin
Weimann
1687 Beahan Green
Detroit
MI
+1 (555) 938 3747
1687 Beahan Green
Detroit
MI
Phone
p +1 (555) 938 3747
Experience Experience
San Francisco, CA
Customer Engagement Associate
San Francisco, CA
Erdman, Ziemann and Powlowski
San Francisco, CA
Customer Engagement Associate
  • Coordinating regularly with Digital Planning to receive requests and provide feedback on targeting performance
  • The chance to carve out this new role and make it your own
  • Work with individual customers to renew annual contracts to ensure customer retention
  • Work closely with finance and legal teams to ensure all contracts are accurate
  • Partner with commercial team to provide seamless customer support during renewal cycle
  • The opportunity to work across multiple teams within the business at an executive level and have a visible impact on Pega’s growth
  • Provide support for non-revenue generating processes & concessions
Boston, MA
Customer Engagement Leader
Boston, MA
Zboncak, Ziemann and Cummerata
Boston, MA
Customer Engagement Leader
  • Create a positive work environment, recognizing and celebrating positive performance
  • Establish and manage program goals and develop new ways of measuring success
  • Conduct monthly performance touch bases with HR Manager and AGMs
  • Review CIMS reporting metrics and sales performance daily to set sales goals, recognize top performers, and coach associates
  • GE will only employ those who are legally authorized to work
  • Observe, analyze and share insights to inform product and business model development
  • Train customers on how to use new products and solutions and develop a train-the-trainer model for both Georgia-Pacific and customer staff
present
Detroit, MI
Head of Customer Engagement
Detroit, MI
Will-Mosciski
present
Detroit, MI
Head of Customer Engagement
present
  • Work with the Marketing & Sales Director, Content Sales, Head of Brand Strategy & Planning, Head of Product & Audience, Audience Insight & Analytics and Finance to develop long term, strategic level engagement. Retention and operational strategies that are aimed at delivering a premium customer service in the most cost effective way, whilst improving churn and building a loyal and engagement customer base
  • Ensure that our internal and external suppliers provide a service to News UK customers which is perceived as best in class and premium whilst also achieving agreed SLA’s, efficiency and cost to serve targets / budgets
  • Work closely with technology teams worldwide, in areas of Consumer Marketing, Mobile, and Website Platform. Make sure the company’s infrastructure, architecture, and site features support and enhance the effectiveness of Consumer Marketing team’s programs
  • Plan, execute and measure investment to within agreed Budget guidelines and to ensure continuous improvement in ROI through tactical or strategic changes and efforts to drive down retention costs while improving retention rates
  • Effectively manage the ongoing measurement of contact centre performance, delivering detailed, accurate and timely management information on key metrics e.g. call volume, abandon rates, handling times and, cost per save at a company, centre, team and agent level. Continually evolve internal and external SLA targets to drive performance, productivity and quality – all within budget
  • Improve performance of the function / department through the analysis of existing business processes, identifying innovative alternatives and recommendations for more effective or efficient ‘ways of working’ / product / service
  • Drive the efficient delivery of organisational change projects in support of News UK’s strategic agenda within a culture of empowerment through personal leadership
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Adelphi University
Bachelor’s Degree in Computer Science
Skills Skills
  • Good overview on the SAP Solution and Service Portfolio
  • General knowledge of Internet technologies/protocols such as HTTP, HTML, XML, XLS, Java
  • Good understanding of project management
  • Ability to effectively communicate to multiple levels within the Customer, Partner and SAP organizations
  • Strong communication and presentation skills
  • We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence
  • Language Skills: English (advance/fluent written & spoken) and Spanish and/or Portuguese (native or fluent written and spoken)
  • Some familiarity with authentication and firewalls
  • Experiencing supporting mobile device solutions (primarily on the iPad)
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15 Customer Engagement resume templates

1

New Customer Engagement Team Manager Resume Examples & Samples

  • Completing side by sides and decision reviews to assess Specialist’s decision quality
  • Managing to departmental service levels, production standards, and quality standard by analyzing daily MIS
  • Handle escalated Customer calls
  • Complete and manage to weekly/monthly production targets
  • Review daily, weekly and monthly reports to ensure teams consistency
  • Ability to plan and prioritize
  • Complete ad-hoc projects as needed
  • Minimum three to five years of managing experience preferably in a lending or call center environment
  • Lending involving credit reports or credit bureau analysis
  • Ability to provide coaching and talent development
  • Ability to build strong partnerships
  • Self-starter with strong initiative
2

Data Analyst Innovations Team for New Customer Engagement Resume Examples & Samples

  • Acquire data from primary or secondary data sources and maintain databases/data systems
  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Import, clean, transform, validate or model data with the purpose of understanding or making conclusions from the data for decision making purposes
  • Use statistical tools like Microsoft Excel, SAS, SPSS and others to improve data quality and for designing or presenting conclusions gained from analyzing data
  • Create data definitions for new database file/table development and/or changes to existing ones as needed for analysis
  • Work on multiple projects simultaneously
  • Has a minimum 5 years of experience as a data analyst
  • BS in Mathematics, Economics, Computer Science, Information Management or Statistics preferred
  • Ability to interact effectively with different business units, team members, and external client at all levels
  • Exceptional verbal, written and communication skills
  • Experience in workflow analysis and documentation
  • Ability to consult with others in the process
  • Ability to think and act strategically for long-term results
3

HBO Manager, Customer Engagement Operations Resume Examples & Samples

  • Own and drive operational architecture, governing standards and continuous improvement for supporting
  • CES functions
  • Research and analyze leading operational practices in companies with best in class customer engagement
  • Strategies
  • Identify opportunities to incorporate new practices for continuous improvement, while meeting internal business objectives and optimizing operational cost structures
  • Lead the evaluation and implementation of customer engagement software solutions both external and internal and develop the requirements, including, but not limited to: support workflow requirements, SLA’s legal or corporate requirements, analytics & data capture, billing/e-commerce as related to customer support
  • Develop plan for WFO, including: establishing KPIs to support CEL strategy and achieve balance between team performance/efficiency; determining optimal combination of WFO solutions to incorporate into CES operations to achieve CEL objectives
  • Work closely with Team Manager to establish best in class operating objectives, standards and processes
  • For CES team. Help establish optimal KM System to support CES Team and Team Manager
  • Partner with leading technology solution vendors in CRM field to understand capabilities and offerings and stay abreast of latest developments in customer engagement practices, tools and supporting logistics
  • Work intimately with cross-functional teams on implementing solutions and processes, including representing requirements to engineers and IT staff
  • Analyze and identify internal and external customer data sources with goal of creating a unified view of customer
  • Work closely with Manager, CEL to proactively capture potential gaps that exist between current/trending
  • Customer needs/expectations and supporting operations
  • Analyze functional spend and identify opportunities to re-allocate resources/spend to best meet new customer engagement objectives on an organizational (rather than departmental) level
4

New Customer Engagement Resume Examples & Samples

  • Submit procedures for testing and approval and make cosmetic edits as needed
  • Track progress of testing and approvals and resolve related issues
  • Send procedures and communications to Knowledge Management areas for publication
  • Submit FORE requests to analytics teams as necessary for work orders
  • Track calendar of work order requests; submit RCRs as necessary
  • Create and update reports including letter, procedure, RCR volume and usage type reports, etc
  • Create agendas for weekly change meetings with the management team
  • Bachelors degree preferred, or related work experience
  • Credit Card Experience strongly preferred but not required
  • Demonstrated problem solving
  • Strong Organizational skills
  • Literacy in MS Office products - Word, Excel, Visio, PowerPoint, SharePoint
5

HBO Manager Customer Engagement Lifecycle Resume Examples & Samples

  • Develop and define strategy for new Customer Engagement and Support team as part of Digital Products organization
  • Lead CES initiatives that are based on consumer insights to improve and enhance the customer service and support experience for HBO’s new streaming service
  • Identify best practices in the CES space and understand how to translate those trends into actionable applications across a suite of digital platforms
  • Build model for CLV and continue to refine based on business assumptions and customer demand
  • Help design the vision for a holistic customer service and support experience including identifying the appropriate and optimal mix of support channels
  • Partner with SaaS service vendors and software companies on evaluating the optimal portfolio of software solutions by representing the customer
  • Work with digital products stakeholder teams to represent the customer service experience, and work with the Manager, Customer Engagement Operations to establish a process for collecting customer data and usage
  • Drive creation and management of functional CES roadmap and look for opportunities to innovate by utilizing the latest technologies and software solutions
  • Develop and maintain a customer engagement dashboard that identifies and consistently monitors and reports on meaningful product metrics across the industry and SNI
  • Represent CES team and needs in the annual budgeting process, and collaborate with business stakeholders and product managers across the organization to forecast and create a plan for addressing future demands of the CES team
  • Responsible for the consumer voice in all of our experiences; identifies, tracks, and focuses on consumer feedback – through blogs, posts, help pages, surveys, competitive research and metrics, and direct consumer interaction and creates Voice of the Customer (VOC) program
  • Build communications plan for sharing customer knowledge and insights both internally with stakeholder teams and externally through industry speaking engagements
  • Work with Manager, CEL Operations to develop customer engagement metrics, including goal setting and delivering against KPIs, optimizing for customer lifetime value
  • Collaborate with data analytics team to utilize customer insights to make recommendations that further drive customer loyalty to the brand and improve the customer experience
  • Work with customer acquisition team to identify high lifetime value customers and strengthen the customer acquisition approach through high quality customer engagement
  • Bachelor's degree required (computer science a plus), MBA a plus
  • 8-10 years of digital media experience, customer facing
  • 5 years in video product management, with consumer-facing media companies and/or a vendor of video platform with customer support experience
  • Understanding of customer service and customer engagement across the CEL and internal support processes
  • Strategic acumen coupled with a high attention to detail and the ability to audit his/her own work for accuracy and quality
  • The ability to work independently, be self-motivated and results-oriented but still be an excellent team player with a strong level of service
  • Proven analytical and quantitative skills including a strong understanding of metrics, KPI’s, industry benchmarks
6

Data Analyst New Customer Engagement Resume Examples & Samples

  • Interpret data, analyze results using statistical techniques and provide ongoing reports
  • Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
  • Proactively create reports and graphs that may be useful and provide insights resulting from various experiments
  • Work closely with management to prioritize business and information needs
  • Work with data providers to extract data relevant for analysis
  • Collaborate with unit managers, end users, development staff, and other stakeholders to integrate data mining results with existing systems
  • Technical expertise regarding data models, database design development, data mining and segmentation techniques
  • Strong knowledge of and experience with reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
  • Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Adept at queries, report writing and presenting findings
  • High tolerance for ambiguity matched with desire to organize it
  • Experience in the development of business reports
  • Strong time management and or multitasking ability
  • Extreme attention to detail
  • Ability to work independently and make decisions
7

Data Analyst New Customer Engagement Resume Examples & Samples

  • Has a minimum 7 years of experience as a data analyst
  • Knowledge and experience with a project lifecycle and delivery
  • · Experience in workflow analysis and documentation
8

New Customer Engagement Resume Examples & Samples

  • Develop process expertise, engaging with process owners and stakeholders to drive process improvements
  • Gather and analyze data to provide recommendations for business process control design
  • Partner with key stakeholders on project delivery
  • Ensure projects are completed according to established timelines and standards
  • Track project progress and provide regular status updates
  • Exceptional communication, presentation and writing skills
  • Strong business acumen and demonstrated leadership
  • Proficient use of Microsoft Office PowerPoint, Access and Excel
  • Bachelor’s degree is required
  • Minimum 5+ years of experience in financial services or a control discipline
9

Customer Engagement Analyst Resume Examples & Samples

  • 3-5 years experience with learning management systems and knowledge of AICC/SCORM
  • 2-3 years online training and education experience
  • LMS administration and operations experience
10

Customer Engagement Management Entry Resume Examples & Samples

  • Manage customer quotes to ensure all requirements for quote generation are handled to meet customer needs
  • Ensure that all interactions and transactions meet internal processes and audit guidelines
  • Take ownership to define customer needs and exercise sound judgment to implement solutions
  • Ensure timely and accurate customer PO to HP sales order conversion, and provide follow up to meet customer’s and partner’s delivery expectations
  • Manage change in a constructive and positive manner
  • Maintain proficiency and currency on all applicable tools, products and service updates
  • 0-2 years of related experience (e.g. supply chain, customer services, procurement, financial management)
  • Mastery in English both speaking and written. (Portuguese or French are a plus)
  • Communication skills with ability to convey medium impact messages clearly(verbal, written and presentation) to internal and external peers and management
  • Basic understanding of moderately complex internal operational issues
  • Developed problem-solving and analytical skills
  • Maintain a positive work environment emphasizing trust, high ethics, and customer satisfaction
11

Customer Engagement Leader Resume Examples & Samples

  • Create Customer Centric environment by elevating interactions between associates and customers
  • Train, monitor and reinforce key associate service behaviors including Signature Customer Experience and Shoe Service best practices
  • Review CIMS reporting metrics and sales performance daily to set sales goals, recognize top performers, and coach associates
  • Drive company programs (auto Locate, new account, email capture, gift card, clientele)
  • Create a positive work environment, recognizing and celebrating positive performance
  • Hold selling staff accountable to company standards for dress code and attendance policies
  • Conduct monthly performance touch bases with HR Manager and AGMs
  • Resolve customer concerns immediately
  • Bachelor’s Degree from an accredited four-year college or university
  • A minimum of 1-2 years of related retail supervisory or customer service experience
  • Strong leadership, interpersonal and communication skills
  • Critical understanding and appreciation of quality customer service
  • Successful track record of exceeding aggressive sales goals
  • Organizational skills, administrative skills and the ability to multi task
  • Must be able to work in a high-volume, fast paced environment
  • Must be able to handle various customers and sales associates simultaneously
  • Knowledge of Microsoft office suite and strong computer skills
12

Watson Customer Engagement Professional Resume Examples & Samples

  • At least 3 years experience in a consultative sales or business development role, within software industry
  • At least 3 years experience in working with cross functional teams building a go-to-market (GTM) plan and executing that plan
  • At least 3 years experience in identifying and nurturing partnerships that drive innovation and transform a marketplace
  • Chinese simplified: Fluent
13

Digital Business Team Leader Customer Engagement Division Resume Examples & Samples

  • Understand our customers’ business processes and translate into a digital process
  • Develop innovative solutions for leveraging data to enable precision marketing initiatives and personalized customer experiences
  • Ensures that project status, issues and successes are communicated to project team, stakeholders, sponsors, steering committee and all levels of management and documented appropriately
  • Act as a Single point of contact for business partners for a portfolio of projects. Responsibility for assembling the project staff for technical or functional development
  • Conveys goals and objectives clearly and in a compelling manner; listens effectively and clarifies information as needed; interprets verbal and non-verbal communications well
  • Minimal travel required (<10%)
  • Requires a 4-year College or University degree, preferably in MIS, Computer Science, Analytics, Engineering, Marketing, or related
  • A results driven self-starter with a unique combination of technical knowledge and business acumen
  • Recognized strong general and emotional intelligence
  • Demonstrated ability to implement significant initiatives across matrix organizations and manage significant complexity
  • Highly developed and effective human relation and communication skills
  • Ability to work in a rapidly changing environment
  • Knowledgeable of the current Big Data, Business Intelligence, analytics, database, API, and mobile application technologies
  • At least 12 years progressive experience in IT systems / Project Management with complex projects
14

Customer Engagement Senior Analyst Resume Examples & Samples

  • Bachelor’s degree: marketing or business preferred
  • 3-5 years marketing, retail corporate, or analytical experience
  • Experience with customer analytics, consumer insights or marketing within retail preferred
  • Advanced proficiency in Microsoft Word, Excel, PowerPoint and email platforms; excellent IT skills including strong knowledge and experience of database structures and CRM tools preferred
  • Ability to communicate with all levels of the business, prioritize assignments and establish solid relationships
15

Customer Engagement & Experience Manager Resume Examples & Samples

  • High Integrity with a sense of empathy
  • Work independently, result-oriented with a keen eye for details
  • Proficiency in both Chinese and English, good data analysis skill
  • At least 5 years working experience in financial industry
  • University or above
16

New Customer Engagement Division Leader Resume Examples & Samples

  • Provide overall supervision / leadership to the staff during his/ her shift operating window
  • Should be a graduate in any discipline
  • Should have completed a minimum tenure of 9 months within the current function
  • Should be a ‘ Meets Expectations’ on scorecard for their respective function
  • Should not be on any kind of counseling in current function
  • Have working Knowledge of Operations Management
  • Strong Interpersonal skills to be able to communicate internally & externally and at all levels
  • Strong Drive for Results
  • Strong Customer Focus
  • Excellent written & oral communication skills in English
  • Proven leadership and people management skills
  • Proven ability to build strong business relationships within the site and across the business
  • A proactive approach to problem solving, taking ownership of issues and having the determination to follow through & escalate issues as appropriate
  • Ability to use creative problem solving techniques to solve business issues
17

Customer Engagement Solutions Internship Resume Examples & Samples

  • Working across our online support tools to develop engaging content for our travel agency customers
  • Use web technology to create personalized experiences for our customers
  • Moderate customer interactions on Sabre’s social support community
  • Analyze analytics to identify opportunities to reduce contacts to our customer care centre through better online support
  • Co-ordinate online chat events on a range of topics
  • Co-ordination with regional and product teams
  • Test web tools during development periods
  • Experience in Web content/Web Marketing either through previous work experience or studies
  • Comfortable with web technologies including content management systems
  • Good interpersonal skills, team player
  • Very good English language skills (a further European language would be an advantage)
  • Excellent skills in IT/digital media
  • An interest in travel and travel technology
18

Customer Engagement Account Manager Resume Examples & Samples

  • Own and ensure successful outreach to - and solicitation of - commercial office owners, tenants and facility managers; onboarding them to the program, while honoring process/rules outlined by program stakeholders
  • Meet regularly with key customers onsite, travelling within the local market area frequently
  • Collaborate with project team on customer messaging, acquisition and targeting strategy. Work with partners to develop strategic, prioritized list of customers. Provide feedback on marketing plan
  • Prepare for client meetings with due diligence, prepare and deliver persuasive presentations to clients, allies, and other stakeholders at the facility, tenant and/or senior management level
  • Understand and communicate the essentials of, and business case for, energy efficiency in buildings; while understanding the challenges of the commercial office space market
  • Successfully execute best practices in customer relationship engagement and management such as concise written communications, comfort with prospecting and being in the field most days, persuasive presentations to multiple parties to take action, and consistently tracking customer engagement while following up regularly
  • Collaborate with other team members on tasks not necessarily assigned or known in advance, with a proactive, adaptive spirit and an eye for the overall success and goals of the program
  • Reporting on progress to project team members and ICF management weekly
  • Bachelor’s degree in Business, Real Estate, Engineering, Energy & Environment or a related field
  • At least 2 years of experience in a customer-facing role within at least one of the following business areas (or closely related)
  • In addition to minimum qualifications, ideal candidates with possess at least one or more of the following
  • Excellent analytical, writing, and communication skills
  • Solid interpersonal skills and self-motivation
  • Solid outreach, solicitation, and customer management skills
  • Sound business ethics, including the protection of proprietary and confidential information
  • Ability to work with all levels of internal staff, stakeholders, and outside clients and vendors
  • Creative problem solving skills with ability to analyze situations, identify existing or potential problems, and recommend solutions, using all available resources
19

New Customer Engagement Team Leader Resume Examples & Samples

  • Provide regular coaching & leadership to team members & supervise the day-to-day functions of the group
  • Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations
  • Consistently look for innovative ways to improve on productivity, motivation, cost savings and development of employees
  • Implement / Impart Training and Learning for the employees through direct development and by leveraging other training/development opportunities available
  • Ensure adherence to schedule by team members
20

Customer Engagement Optimization Manager Resume Examples & Samples

  • He/she will have well-developed quantitative skills that will allow the successful measurement of market opportunity, sizing, and metrics
  • He/she will be a curious and creative individual able to understand quickly the complexities of the company’s products and markets
  • He/she needs to be an effective communicator who thinks strategically, writes concisely, and speaks easily to large and small groups including peers and executives
  • He/she must have the appropriate diplomatic skills to work across a matrix organization and be a coalition builder who can easily defend positions from a data perspective and mediate opposing views to assist building confidence in finding business opportunities
  • He/she will be results oriented with proven experience in partnering with business stakeholders with a blend of business acumen and market intelligence expertise
  • He/she will have a quantitative and qualitative analytics expertise (analysis, modeling, methodology, financial/business impacts, reporting…)
  • He/she will have the ability to collect, aggregate, manage and implement analytics programs using a range of research and analysis techniques
  • He/she will have experience working with leading marketing automation tools like Aprimo, Marketo, Exacttarget, Eloqua, with web analytics tools Adobe siteCatalyst, Insight or other leading systems and data query tools (SQL, Hive…)
  • He/she will have experience designing A/B and multivariate testing experiments
21

Assistant Manager of Customer Engagement Resume Examples & Samples

  • Active focus on all Equinox social channels to identify, track and manage social customer service conversations
  • Proactive communication with members and non-members to defuse and resolve issues
  • Utilizing social listening tools to understand current conversations about Equinox and engage appropriately and surprise and delight
  • Solve complex single subject issues that impact customer loyalty, satisfaction, and/or perception of quality
  • Work closely with our field operations team to address and resolve local issues
  • Drive and enforce policy around the engagement strategy with regards to responding to customer concerns brought up in social media, including Twitter, Facebook, 5-Star Ratings & Reviews, forums, and other sources
  • Drive favorable word of mouth and engagement in online social media and offline channels that ultimately helps our members receive the highest quality experience
  • Serve as the highly visible front-line ambassador for members in owned social channels
  • Defuse and move all customer service issues offline
  • Work closely with Member Services to resolve any questions or concerns. These may regard internal Equinox Policies and Procedures, billing concerns, and general customer service issues such as cancellations, price increases, experiential issues, etc
  • Deliver daily tactical support and leadership for member expectations
  • Moderating social platforms to encourage conversation, remove spam content, respond to reader questions and assist with customer service questions in a real-time fashion
  • Work closely with product marketing teams to support development of social commerce strategies to engage, service, deepen and convert customer relationships on our social platforms
  • Minimum 2 Years’ experience in a social media function
  • Passion for social media and customer engagement
  • Ability to work in collaborative group environment
  • Proactive, self-starter, good work ethic
  • The ideal candidate will possess 1-2 years of experience within a social media community manager role
  • Background in service industry (hospitality, customer service, retail, etc.)
  • Creative problem solver
  • Ability to thrive and collaborate in fast-paced environment
  • Fully immersed in all major social networks
  • Strong creative and professional writing skills with an emphasis on brevity
  • Bachelor’s degree in Marketing, Journalism, Communications or a related field
22

Manager, Customer Engagement Resume Examples & Samples

  • Collaborates with appropriate personnel to execute Social Media Marketing Communications strategies that advertise the Company's new and existing products or services across all media
  • Manages the creative development of all marketing tactics for each marketing campaign and program, including direct mail, brochures, web content, sales letters, flyers, newsletters, newspaper and radio advertising, and other projects
  • Consults with Director regarding strategy, content, design, and production of all marketing materials and is responsible for ensuring accuracy of content before being communicated
  • Provides leadership and direction to Marketing Communications personnel, and develops and implements appropriate methods, practices, policies to guide work
  • Serves as liaison between Marketing Communications and Public Relations (and additional necessary parties) to ensure project goals, timelines, and budget parameters are maintained. Ensures key Marketing Communications programs are communicated both internally and externally
  • Develops and implements mechanisms for response analysis to determine ROI on selected campaigns and programs
  • Partners with media services to develop relevant media plans for each Marketing Communications programs to help drive retention and acquisition
23

Customer Engagement Platforms Lead for Interactive Experience Resume Examples & Samples

  • The ability to design and architect web and mobile solutions, based on at least eight years of relevant work experience in designing internet-based software architectures that address all aspects, such as user experience, business logic, integration, security, single sign-on, deployment, performance, caching, sizing, scalability, and service availability
  • Demonstrated experience of driving from digital concept to solution through to implementation
  • Knowledge of architectural frameworks and modern enterprise integration patterns and best practices,
  • Fluency and efficiency in creating Technical Architecture Documentation, presentations and sales pitches
  • Experience with agile program management and delivery
  • Demonstrated track record of solutioning and delivering large, complex digital solutions
  • At least three years of hiring, developing and managing technical talent
  • Experience in a consulting role in digital services
  • Prior experience as a software developer
  • An appreciation of user experience and digital customer engagement
  • An appreciation of data modeling and advanced analytics
  • Knowledge of technology trends and provide thought leadership to the business around innovative technology solutions
  • Execute interactive and outcome-driven workshops to capture & document client requirements and develop solution blueprints
  • Perform quality review of project deliverables. Lead work sessions and deliverable presentations with client team members
  • People Management: Mentors junior consultants, engagement managers and other more junior delivery consultants on the proposal and/or delivery teams as appropriate
  • Competency: Recognized as an expert in their competency and/or specific offerings
  • Ability to accommodate extensive travel at times (60 - 80% or more)
  • Team player, client-facing, results-oriented, strong communicator, can-do attitude and comfortable working in a highly flexible, agile and collaborative environment
24

AML Global Customer Engagement Andcommunications Analyst Resume Examples & Samples

  • Support framework of Global Customer Engagement through coordination with Regional Customer Engagement
  • Minimum 2+ years AML or Customer Service experience
  • Excellent written and oral communication
  • Analytical ability
  • PowerPoint skills
  • Customer Service skills
  • Ability to work under deadlines to manage workload effectively
  • Prior global roles / experience helpful
  • Prior experience in an MIS / Metrics role a plus
  • Knowledge of AML processes a plus
25

Snr Customer Engagement Acc Manager Resume Examples & Samples

  • Meet and exceed monthly/annual new product sales and renewal targets
  • Meet and exceed weekly/monthly activity KPI’s
  • Utilize reports to prioritize workload
  • Manage all stages of the renewal process, from initial contact, up selling additional products / services through to either successful ‘Renewal’ or ‘Decline&#8217
  • Work closely and pro-actively with all internal departments (PD Operations, Operations, Field Sales, Finance, Technical Support, and Marketing etc.) to ensure an excellent client experience and satisfaction at all times throughout the clients contract term, renewal, queries, up sell or decline process
  • Conduct all calls, inbound and outbound, efficiently and professionally
  • Facilitate with the Regional Commercial Manager in any Bulk / Amalgamations / Closures to ensure seamless delivery of all the services within your region, as and when required
  • Ensure accuracy and integrity of all records within Goldmine and internal systems
  • Experience of selling / renewing on-line subscription services on a B2B basis
  • Experience of selling / account managing in the education market
  • Knowledge of online technologies used in the education sector
  • Experience of selling /account managing with businesses or institutions where there are multiple decision makers
  • Experience of managing people or processes
26

Digital Customer Engagement Director Resume Examples & Samples

  • Lead strategic client experience and customer engagement programs increasing retention and cross product penetration through the development of experiences and complimented by integrated multi-channel communications including direct mail, email, on site display and jump pages
  • Drive engagement calendars and campaigns inclusive of timelines, marketing deliverables, and execution through impeccable project management
  • Effectively coordinate with other departments to support and implement initiatives
  • Problem Solving and Ideation for the various products Prudential offers
  • Define objectives, write creative briefs required to create all marketing deliverables
  • Collaborate with cross-functional teams to develop strategy and execute accurate and effective campaigns
  • Continuous optimization though testing and segmentation
  • Bachelors Degree or equivalent experience (8+ years) in digitally enabled businesses. MBA or business degree a plus
  • Prior experience with digital and customer experience initiatives leveraging content marketing, financial education, digital campaigns
  • Experience in financial services; any experience with marketing in the Life Insurance, Retirement and Annuities space a plus
  • Ability to connect dots and streamline content and delivery mechanisms
  • Must be a self-starter, highly organized, and able to effectively work independently, as well as part of a team
  • Extremely detail oriented with teamwork skills and the ability to work across functional teams and all levels of the organization
  • Strong user experience/design sense, interest in marketing and customer engagement
  • Top notch written and oral communication skills while in presence of executive leadership; expert in MS Office Suite (e.g., Word, PowerPoint, Excel)
  • Awareness of marketing automation and CRM tools
  • Experience with design-thinking or other innovation processes
  • Collaborative mindset that inspires those around them (peers and those more senior) to be creative and try new things
27

Senior Manager Customer Engagement Resume Examples & Samples

  • Senior experience in marketing campaign development and execution
  • Managerial ability to manage and / or collaborate with internal and external cross-functional groups: product marketing, communications, social, digital, PR and retail
  • At least 4-6 years of media and communications planning across integrated media with emphasis on digital, social and mobile experience
  • Deep rooted understanding of consumer engagement and brand reputation
  • Demonstrated track record of developing and implementing digital, social and 1:1 engagement strategies that generate revenue
  • Deep understanding of, and passion for, the sports and fashion industry
  • Strong written and verbal, presentation and organizational skills
  • Degree in Marketing, Communications, PR or a related field. Master Degree / MBA a plus
  • 8+ years’ industry and / or relevant work experience
  • Fluent written and spoken English language skills
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Customer Engagement Intern Resume Examples & Samples

  • Working on creative, innovative, and thought-provoking projects within various business units at Comcast during your cooperative experience
  • An inside look into the day-to-day operations of an organization at the cutting edge of media and technology
  • Professional Development: Exposure to a variety of professional development topics facilitated through our partners at Comcast University and senior leaders within the organization. These sessions include speaker series, skill-building workshops, and networking opportunities
  • Mentoring from fellow colleagues through the Empowering Future Leaders Program (EFLP) to help you navigate your experience, provide coaching, and expand your professional network
  • Continuously develop relationships with fellow interns through social activities, community building, and networking
  • Currently enrolled and pursuing a Bachelor's degree from a United States-based college or university with the Grad year of 2017 or 2018 (Sophomores, & Juniors)
  • Major: Marketing and Communications
  • Minimum 3.2 GPA
  • Excellent communication and interpersonal skills (both written and verbal)
  • Willingness to learn and work in a fast-paced environment
  • Strong interest in the telecommunications, cable and media industries
  • Authorized to work in the United States of America
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New Customer Engagement Team Leader Resume Examples & Samples

  • Providing direct and professional feedback to the Specialists relating to their loan quality, production and phone execution
  • Completing side-by-sides and decision reviews to assess Specialist’s decision quality
  • Minimizing risk to the bank while maximizing our ability to maintain profitable accountholders
  • Processes and adapt in a fast paced-environment
  • Ability to work independently with a willingness to participate as a team member in a production environment
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Director, Customer Engagement Platform Resume Examples & Samples

  • Develop strategy for advancing ad and marketing technology capabilities needed for targeting, personalization, media-buying and delivery of one-to-one outbound customer engagements
  • Enable programmatic media buying through tools such as DMP (Data Management Platform) and DSP (Demand Side Platform)
  • Partner with the Walt Disney Parks and Resorts Technology team to continuously evolve identity and data management capabilities needed for best-in-class personalized engagement. Coordinate the efforts with other Marketing and Sales information management partners
  • Provide strategic direction for data management including data integration planning, tagging and data governance
  • Define the strategy for, and manage execution of, advanced decision engines for delivering dynamic interactions in all outbound channels ranging from dynamic banner advertising to personalized emails and SMS messaging. Govern development and use of the decision engines
  • Continuously evaluate how our engagement approach is impacting the customers trust in our brand, and ensure compliance with privacy regulations for data collection and usage
  • Define, and monitor, performance KPIs for the platform. Integrate advanced analytics, including data and decision science, to inform the targeting and messaging approach, and optimize the performance of the platform and programs
  • Lead the discovery and planning for the development of specific capabilities on the platform. Provide detailed requirements needed for the delivery of those capabilities
  • Maintain a master plan for the platform. Partner across the Customer Engagement team to coordinate the development and delivery of all strategic initiatives. Regularly update senior leadership on the status of the platform and the initiatives
  • Lead the Project Management Office
  • Lead a team of highly skilled cast members and provide ongoing coaching for their development
  • Partner across the Walt Disney company with other ad and marketing technology groups
  • Continuously monitor the best practices in the industry, identify the most relevant ones for the Customer Engagement Platform team, and champion their development
  • Minimum of 10 years in database marketing, CRM, digital marketing, marketing technology, or similar fields
  • Demonstrated experience with developing and delivering enterprise grade marketing and/or CRM platforms
  • Strong technical curiosity
  • Ability to develop marketing technology strategies
  • Exceptional partnership and collaboration skills
  • Experience leading a team with diverse skill sets
  • Ability to frame up succinct recommendations for senior leadership
  • Ability to influence and lead others
  • Demonstrated knowledge of database management, DMP, DSP
  • Experience in Ad Technology
  • Ability to integrate advanced analytics into the organization
  • Understanding of the privacy laws and their implications for one-to-one marketing
  • Previous experience leading teams at an executive level
  • Developed and implemented an omni-channel personalization initiative
  • Prior experience in Lodging and Hospitality industry
  • Bachelor degree in one of the following fields: Information Management, Data Mining, Database Marketing, Economics, Statistics
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New Customer Engagement Resume Examples & Samples

  • Consistently evaluates decisions in terms of impact to the business
  • Translates hidden opportunity in an organization into results
  • Familiarity with Consumer Banking (Credit Cards, Banking, Mortgage, Student & Auto Loans) products and business processes
  • Experience with Contact Centers, Business Strategy and Operations management
  • Ability to present complex information in an understandable and compelling manner
  • Proficient in MS Word, Excel, Access, and PowerPoint
  • Bachelor's Degree preferred, MBA a plus
  • Financial Services background or experience
  • Previous data operations experience
  • Experience in team management, leadership and coaching skills
  • Strong client relationship skills
  • Ability to be flexible, follow tight deadlines, and prioritize work
  • Ability to manage multiple tasks and project activities to successful completion
  • Demonstrated ability with strategic thinking and ability to influence decisions and business direction
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Digital Customer Engagement Director Resume Examples & Samples

  • Lead strategic client experience and customer engagement programs increasing retention and cross product penetration through the development of experiences and complimented by integrated multi-channel communications including email, direct mail, on site display and jump pages
  • Prior experience with digital and customer experience initiatives leveraging digital campaigns
  • Experience in financial services; any experience with marketing in Insurance and Retirement space a plus
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Senior Manager, Mobile Customer Engagement Resume Examples & Samples

  • Work closely with partners in the Branch, Phone and ATM Channel to ensure clear line of sight into customer experiences through these channels and how Mobile can help. Incorporate feedback into Mobile roadmap and provide commentary into respective Channel roadmaps to ensure Omni channel alignment
  • Collaborate closely with the Digital Channels Customer Insights and Analytical teams to synthesize, consolidate and report on Mobile data to Enterprise-wide audiences
  • Work collaboratively with Marketing partners to understanding customers' needs and behaviors, and ensure adequate support to meet Mobile KPIs
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Customer Solutions Professional for Customer Engagement Solutions Resume Examples & Samples

  • Assess customer strategic needs and uncover business requirements in order to portray marketing solution advantages in support of achieving sales revenue targets
  • Conduct business -focused discovery sessions, presentations, demonstrations, and proof of concepts
  • Deliver tailored solutions and organizational recommendations to meet current and future business requirements
  • Present marketing solution-oriented messaging/positioning to customers in sales engagements
  • Understand, utilize and communicate Commerce marketing solutions best practice methodologies and industry standards internally and externally
  • Exhibit credible customer fluency across key customer verticals
  • Maintain and build client retention measures to support ongoing penetration / up sell
  • Act as an SME on solution themes, delivering presentations at internal and external events, and support cross-company initiatives and projects
  • Cooperate with sales in developing account strategies, assessment of account needs and critical sales issues to ensure account satisfaction
  • Research, understand and leverage Commerce Marketing solutions competitive landscape
  • Coordinate functional response to RFP/RFI demands
  • Participate actively in sales strategy and positioning
  • Share knowledge in terms of prospect requirements, competitive insights, and product feedback
  • Travel to clients’ sites, 50% or more, of the time
  • Minimum 5 years of presales experience in the marketing domains of Cross-Channel Marketing OR Digital Marketing Optimization
  • Proven track record selling to marketing executives and marketing analysts
  • Broad familiarity with marketing solutions competitive landscape
  • Experience crafting business solutions for Commerce marketing solutions key verticals: Financial Services, Telco, Hospitality/Entertainment, Retail, and B2B
  • Excellent communication skills, being able to deliver powerful, succinct and convincing presentations at all levels of an organization while exhibiting Gravitas and business credibility
  • Ability to articulate complex client needs and corresponding functionality in writing
  • Strong verbal, written, and interpersonal communication skills
  • Ability to work and learn independently and as part of a team
  • Results-oriented team performer with the motivation and skill to drive the pre-sales process
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Customer Engagement Analyst Resume Examples & Samples

  • Bachelor Degree in Business, Computer Technologies, or other related area
  • Minimum of 3 – 5 years of demonstrated customer service and account management experience with software solutions
  • Proficient in all Microsoft office applications including Word, Excel, and PowerPoint, Visio and Project
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Customer Engagement & Experience Head Resume Examples & Samples

  • University graduate with min. 8 years working experience
  • Experienced credit card product manager
  • Proficient in reading, writing and speaking mandarin is a must
  • Working experience in the financial/ banking industry for at least 6-8 years, and credit card experience of minimum 4-6 years, with solid performance track record
  • Ability to handle pressure, can manage time effectively, and prioritize tasks well
  • Strong strategic thinking and analytical skills
  • Good communication and presentation skills
  • Financial or product P&L management experience preferred
  • Excellent interpersonal and leadership skills with the ability to influence without direct authority, a good team player and have the ability to work collaboratively across matrix organization
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Customer Engagement Solutions Specialist Resume Examples & Samples

  • Maintain and share a clear point of view on best practice around customer engagement in the Finance sector
  • Achieve/exceed revenue quotas on a consistent basis
  • Build strong relationships with key Line of Business executives in your accounts
  • Develop and execute against your business plan to achieve objectives and provide accurate forecasting
  • Identify and qualify prospective customers and progress opportunities through the pipeline
  • At least 5 years sales experience working for a software vendor
  • At least 3 years sales experience of selling complex solutions to large enterprises
  • At least 1 years experience of selling Marketing, Customer Analytics or eCommerce platforms
  • A bachelors degree
  • At least 3 years experience of selling Marketing, Customer Analytics or eCommerce platforms for vendors such as Salesforce, Adobe, Oracle or SAP
  • At least 1 years experience of selling to or working with marketing agencies
  • At least 1 years experience of selling to the finance sector
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Customer Engagement Management Resume Examples & Samples

  • Typically 5-8 years of related experience (e.g., supply chain, customer service, procurement, financial management)
  • Intermediate communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management. Mastery in English and local
  • Good understanding of moderately complex internal operational issues
  • Demonstrated teamwork and collaboration skills
  • Ability to structure and apply developed organizational skills to manage daily operational issues
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Customer Engagement Resume Examples & Samples

  • 8 -10 years’ experience with technical, large enterprise, or cloud deployments
  • Clear and concise written and verbal communications skills
  • Great customer facing skills
  • Ability to manage multiple projects / programs and influence cross functional contributors
  • Ability to achieve quick hits for mission critical opportunities by focusing on core solutions
  • Build and maintain relationships with internal departments to enable, drive customer success, and influence others to define, implement and maintain internal operating level agreements
  • Client level communication skills for conducting Quarterly Business Reviews (QBR), service improvement and quality assurance processes
  • Experience with cloud technologies such as Amazon Web Services
  • Experience in building and managing cross functional operating level agreements
  • Team management experience with a positive and ‘can do’ demeanor
  • Process driven certification a plus (PMP, Six Sigma)
  • Must have customer facing project management and communication experience
  • 8 years of relevant experience
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SVP, Customer Engagement & Adoption Resume Examples & Samples

  • Drive customer success, increased renewal rates and reduced attrition rates in the business
  • Lead a world-class customer success team responsible for Success Programs, Accelerator development and operations, and Customer Intelligence and Experience
  • Own the product relationships on behalf of the Customer Success Group; driving cloud specific adoption numbers in collaboration with product, sales and the customer success field resources
  • Ensure that Customer Journeys scale a simple and valuable experience for our customers using best in class implementations of Salesforce products
  • Drive and innovate our virtual and in-person event strategy driving increased engagement and adoption across all customer segments and geographies
  • Manage and expand our portfolio of Accelerators to drive business results for customers at global scale
  • Grow the reach of Accelerators and Success Programs through our Global Success Centers
  • Execute on business outcomes by driving the automation of the business value methodology, process and tracking capabilities
  • Oversee the Early Warning System process and functionality to ensure we have visibility into customer adoption and attrition metrics for all segments of our customer base
  • Oversee and streamline the localization process to increase the speed to market
  • Deliver simple NPS surveys for our customers with clear action plans
  • Drive the development and management of a customer health index which incorporates customer context and maturity
  • Define and develop an operational rhythm for the customer engagement & adoption function
  • 15+ years experience in technology focused professional services and support; SaaS preferred
  • 10+ years experience building and leading a global professional services and post sales support team, including proven success managing P & L
  • Track record of leveraging third party solution providers to deliver large scale programs
  • Track record of building automated programs to deliver large scale programs
  • Strong operational mindset
  • Ability to manage influence through negotiation and collaboration
  • Passion for customers, revenue and growth
  • Enthusiastic, creative and strategic leader with the ability to inspire others
  • Relevant Bachelor's Degree; MBA preferred
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Head of Customer Engagement, ANZ Resume Examples & Samples

  • 8+ years of deep, hands-on management of functions that included combinations of the following: operations, analytics, marketing, customer loyalty and retention, and project management
  • Highly developed business judgement and critical thinking skills with the ability to use data to quickly establish highest value priorities and develop a strategy to pursue them
  • Quantitative data analysis, deep actionable insights, modeling, and advanced test plan design and analysis experience
  • High energy and motivational leadership driven by personal influence and example with direct staff, peers, and senior leaders across all company functions
  • Experience working closely and communicating effectively with internal and external stakeholders in an ever-changing, rapid growth environment with tight deadlines
  • Strong experience managing teams across multiple offices and territories
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Senior Manager Customer Engagement Resume Examples & Samples

  • Provide oversight to the Customer Managers to ensure program profitability is being reviewed monthly and action plans developed and executed for areas of improvement
  • Facilitate and lead all customer-facing program change requests throughout the implementation process obtaining incremental revenue when possible for program modifications outside the scope of the customer engagement
  • Proactively identify changes in work scope and ensure appropriate planning measures are taken with internal and external clients to reassess and amend the scope of work requirement, budget, and timeline
  • Coordinate with Project Management to close out project implementation
  • 5+ years of sales, implementation, operations and/or team management experience
  • 5+ years experience in customer-facing project management using formal methodology, techniques and tools
  • Ability to provide strong leadership and influence to matrix, cross-functional teams in managing multiple projects with conflicting priorities and market imposed deadlines
  • Collaborative, able to interact effectively with people from different disciplines and varying degrees of technical experience in all levels of the organization
  • Strong interpersonal, listening and team building skills
  • Ability to openly communicate with and motivate team
  • Familiarity with Information Systems Development Life Cycle (SDLC) as well as Quality Management System (QMS) processes and documentation requirements
  • Healthcare service and/or pharma/biotech service experience, strongly preferred
  • BA/BS Business, BS Healthcare Administration or Equivalent, strongly preferred
  • MBA or MHA, preferred
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Customer Engagement Practice Resume Examples & Samples

  • Identify opportunities and sell services to both new and existing clients
  • Manage executive-level client stakeholder relationships and expand Slalom’s client portfolio in the St. Louis region
  • Promote practice area growth through business development, senior-level delivery activities, staff management, recruitment, and career development
  • Provide project leadership and direction of high-quality deliverables to ensure success of client engagements, including managing daily project activities, scope of work, and practice consultants, including both formal and informal coaching
  • Work with teams to capture best practices and develop case studies and other core deliverables to build solution offerings
  • Participate in industry forums, events, and speaking engagements; manage production of project deliverables, budget, and presentations to client personnel and leadership
  • Mentor, develop, and proactively support practice capabilities per market demand
  • Support recruiting and on boarding of new employees
  • 10 years of marketing, customer experience and customer engagement–based consulting experience (preferably from a Big 4 environment); or equivalent industry experience
  • P&L experience from a comparably sized consulting firm
  • Demonstrated professional growth and the proven ability to work cross-functionally
  • Experience in both business-to-business and business-to consumer marketing
  • Experience developing multiple marketing channel strategies and execution
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Customer Engagement Lead Resume Examples & Samples

  • Oversee the implementation of the Salesforce Enablement CRM strategy and functions
  • Serve as subject matter and product expert for the implementation of our CRM suite of products
  • Drive adoption of new technologies, services, and commercially available tools to enhance Sales and Marketing capabilities including but not limited to CRM, Master Data and Reporting, Territory Management, Sales Crediting and Forecasting
  • BS in relevant business, Information Technology or science major
  • Knowledge of using CRM tools and techniques in the support of developing a business with demonstrable experience of managing the Customer Journey
  • Experienced in data analysis and reporting along with a strong knowledge of database and related technologies
  • Data led and analytical but can translate to people of all levels and backgrounds
  • Highly organized, detail-oriented, and able to work in a dynamic and fast-paced environment
  • Excellent communication and interpersonal skills, both written and verbal, and comfortable communicating and collaborating across all functions and with internal and external partners across multiple countries
  • Ability to manage multiple projects at any one time
  • Ability to influence key decision makers and to challenge when necessary
  • Ability to work independently, with minimal supervisionInfo Technology
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Customer Engagement Analyst Resume Examples & Samples

  • Ensuring key deliverables and deadlines are met
  • Ensuring appropriate web metrics and KPIs are developed as per business objectives and goals
  • Establishing appropriate click-stream tracking and reporting structures on Google Analytics and other web analytics tools within Merck
  • Running periodic surveys (as and when required) to get deeper insights on target audience preferences and behaviors, across digital channels
  • Running and managing adhoc custom reports as well as scheduled reports
  • Maintaining relevant reporting based data archives for advanced customer analytics
  • Aligning web analytics systems with other business reporting platforms within Merck
  • Tracking key metrics and KPIs across various digital channels
  • Providing relevant data points to support various digital customer acquisition groups such as social, email, search, etc
  • Identifying and helping maintain industry best practices, and staying up-to-date with emerging techniques within Digital Marketing, Ecommerce and web analytics
  • Bachelor’s Degree in MIS, Business Intelligence or related field
  • Certification/Associates degree in web analytics
  • Google Analytics certification
  • Certification in qualitative and quantitative statistics
  • 6+ years' experience in designing and implementing web analytics to track customer acquisition from various sources
  • 3+ years' hands-on experience in Google Analytics strongly preferred
  • 2+ year's hands-on experience using any competitor data tracking tools such as SEMrush.com
  • 2+ years' hands-on experience using any SEO analytics tool (other than Google Analytics)
  • Strong ability to influence at all levels with appropriate data
  • Ability to predict trends of various types based on previous data
  • Ability to spot cracks in the customer acquisition and engagement funnel on various channels
  • Solid organizational skills including attention to detail and multitasking skills
  • Extremely detail oriented
  • Strong working knowledge of Microsoft Office and of project management tools
  • Up-to-date with the latest trends and best practices in digital marketing and measurement key emerging platforms and technologies
  • Ability to work with minimal direction
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Lead Customer Engagement Engineer Resume Examples & Samples

  • Taking ownership and quickly drive to resolution product issues reported by field AEs and customers
  • Debug customer reported failures, produce test cases to replicate failure and log issues with HSV R&D teams
  • Recommend potential workaround or application level solutions to customers when necessary
  • Test R&D fixes/patches
  • Work with customer and internal groups to spec out enhancement requests
  • Testing new product features for future s/w releases or h/w platform, including participation in internal beta activities
  • Updating and helping to develop product training materials
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Customer Engagement Product Engineer Resume Examples & Samples

  • Understanding of system design and logic design using an HDL language
  • Understanding of logic and physical synthesis and formal verification EDA tools/flows
  • Ability to work with customers directly to understand and address requirements
  • Manage and conduct deployment activities including integration into customer’s flows
  • Ability to develop and deliver product presentations and product demos to highlight and position technical features and capabilities
  • Develop and deliver technical field training as part of product deployment strategy
  • Ability to represent customer’s viewpoint and provide feedback on tools and flows to R&D
  • Expertise in IC design and knowledge in Verilog/VHDL, and scripting (TCL, shell) languages is a requirement
  • Experience with logic and physical synthesis/verification of complex chips is a requirement
  • Experience with Cadence physical design and implementation tools is desired
  • Experience with Cadence formal verification tools and methodologies is desired
  • Strong organization, presentation, and debugging skills are a requirement, as is the ability to handle multiple simultaneous projects successfully
  • Previous field applications, consulting, or experience with customer interfacing is required
  • 10% international top accounts
  • Reporting structure: Directly reports to Product Engineering director in San Jose, CA
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Customer Engagement Expert Resume Examples & Samples

  • The Customer Engagement Executive at an Expert level works in partnership with the CCO market Vice Presidents responsible for our geographic and strategic industry customers to develop and improve the Network competencies
  • Work with the market Vice President and Head of CEE to develop and execute quarterly plans that improve Spend adoption and SMPP yields across assigned customer portfolio
  • Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customer, CCO and SAP executive sponsors
  • Develops deep relationships with key decision makers and executive sponsors within the Customer’s Accounts Payable, Treasury, IT and Procurement Organizations and participate in quarterly CRR review meetings with the Vice President
  • Oversees and validates network flight plans for assigned customers
  • Assists customers with transformational change by facilitating and coordinating cross functional involvement with CCO solutions consulting, services delivery and business commerce enablement teams as required
  • Bachelor equivalent
  • Proficiency in MS Office: Excel, PowerPoint, Word and Outlook
  • Excellent customer management competencies
  • Demonstrable experience in the following areas
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Intern, Customer Engagement Resume Examples & Samples

  • Creating Management reports to support monthly financial goals
  • Analyzing data for trends and proposing new data points
  • Performing quality checks of existing information to ensure accuracy
  • Following through on discrepancies reported
  • Supporting Management Team with concerns
  • Follow up on issues that impact the monthly costs to the organization
  • Self-motivated
  • Advanced in MS Excel and PowerPoint
  • Experience in MS Excel Pivot Tables, Charts and Functions
  • Excellent written communication skills
  • Able to follow up on missed action items with colleagues in various countries
  • Candidate is currently enrolled in an undergraduate program applicable to the position or recently graduated from such a program
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Customer Engagement Expert Resume Examples & Samples

  • The Customer Engagement Executive at an Expert level works in partnership with the CCO market Vice Presidents responsible for our geographic and strategic industry customers to develop and improve the Network competencies, transfer knowledge and improve network skills of the Customer Engagement Executives
  • Work with the market Vice President and Customer Engagement Executives to develop and execute quarterly plans that improve Spend adoption and SMPP yields across assigned customer portfolio
  • Responsible for knowledge management, best practices and leading business commerce enablement strategies specific to the Ariba Network value proposition
  • Oversees and validates network flight plans for assigned customers working in conjunction with the Customer Engagement Executive and GCO account executives
  • Work with the Customer Engagement Executives to develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts. These plans should
  • Maintain a close working relationship other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts
  • Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities
  • Excellent program and project management and customer management competencies
  • Customer relationship management, sales, sales force automation and sales team management expertise
  • Complex Account Management
  • Bachelor equivalent: yes
  • Multilingual depending upon region
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Intern, Customer Engagement Resume Examples & Samples

  • Creating Management reports regarding customer status and data quality
  • Maintenance of the information required to support new HEC customers
  • Perform quality checks of existing information to ensure compliance and follow through on discrepancies
  • Support Customer Engagement Managers with customer issues and concerns
  • Present information at Customer Engagement Manager weekly status meetings when necessary
  • Interact with Global teams to ensure SAP license availability and compliance
  • Execute internal reviews in preparation for Compliance Audits
  • Advanced in MS Office (MS Excel and PowerPoint especially)
  • Experience in MS Excel Pivot Tables and Functions
  • Business courses in project management a plus
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HEC Customer Engagement Service Resume Examples & Samples

  • Customer Relationship management
  • Contract compliance and Risk management (project and business risks)
  • Contract Profitability / Margin Management & VSOE compliance
  • SLA Management and Reporting, Service Reviews
  • Project scheduling supported by Delivery Units, coordination of onboarding
  • 7 – 10 years professional experience, out of which minimum 3 years in similar
  • We place high value on relevant personal qualities: resourcefulness, tenacity, high
  • Language Skills, English, fluent written and spoken, ability to conduct Business
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Customer Engagement Expert Resume Examples & Samples

  • 3-5 years of experience in the following areas
  • Commercial experience including the development of account management plans and contract negotiation
  • Line of Business specific experience: Human capital management, recruitment, learning, compensation and talent management expertise
  • Bachelor equivalent: Yes
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Senior IT Analyst, Customer Engagement Resume Examples & Samples

  • Lead the technical discovery process for Customer engagement projects, scoping needs, gathering requirements and producing functional specifications for a solution build, based on regional and global standards
  • Conduct Business Analysis: Map out business process; Capture business requirements and specifications (story boards, use cases); support translation into technical requirements
  • Take a regional view on technology solutions, building a good understanding of business practice in other countries through a network of IT colleagues, in order to leverage or create harmonized solutions where possible
  • Provide rapid prototyping and conceptual designs where requirements are ambiguous or unproven
  • Manage delivery of local/regional solutions through J&J Application Services team, acting as Product Owner in scrum development
  • Strong knowledge of platforms and technologies comprising the digital ecosystem (e.g. static/dynamic web, mobile apps, campaign email, hosting approaches, media and content management systems)
  • Experience of HealthCare solutions for engaging Doctors, Careers or Patients through digital channels is highly desired
  • Ability to relate business priorities to associated technology investments is required
  • Knowledge of trends in technology and opportunities in healthcare is preferred
  • Proven track record of successful project delivery with a complex, global organization is required
  • Experience with the management of budgets and allocating resources accordingly is preferred
  • Good understanding of Agile with ability to coach/mentor IT and business partners is preferred
  • Certification in Business Analysis (e.g. ISEB Business Analysis Diploma) and Project Management (e.g. PRINCE2, APMP) areas highly regarded
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Senior Business Intelligence Manager Amazon Devices Customer Engagement Resume Examples & Samples

  • Build and grow a team of business intelligence engineers
  • Drive deep understanding of customer behavior on a device: identify, develop, and execute analyses to do so
  • Specifically, design customer segmentation, understand the behavior of those segments and monitor them over time, build models to predict specific customer events, and analyze our campaign effectiveness
  • Create and deliver reporting, critical for tracking and managing the business
  • Set and share best practices with device customer engagement teams in other countries
  • Partner with other BI teams in the devices org and in other Amazon teams in wrangling hard problems
  • Be a custodian for data integrity; actively scrappily troubleshoot issues as they arise
  • 10+ years of professional experience in statistical analysis, data modeling, and data mining
  • Experience leading and growing world-class analytics teams
  • BS in Economics, Math, or Statistics
  • Experience with / passion for working with large data sets, plus deep experience with data mining, analytics, and advanced modeling techniques
  • Deep hands-on knowledge in using advanced SQL and databases in a business environment
  • Best-in-class written and verbal communication skills, distilling key insights from complex analysis
  • Experience working in a fast-paced environment, and a work ethic based on a strong desire to exceed expectations
  • Proven ability to meet tight deadlines, multi-task, and prioritize workload
  • MS in Economics or related field
  • Experience in designing and building large data warehouse systems
  • Experience with No-SQL databases such as Hadoop
  • Experience building, iterating, and validating predictive data models from scratch
  • Experience in machine learning
  • E-commerce, consumer electronics, and/or digital content experience a plus
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Customer Engagement Associate Resume Examples & Samples

  • Publishing a monthly Insights report or infographic and presenting to key partners around the company
  • Advising on content needs and opportunities based on findings
  • Research-minded with proven track record of providing valuable and actionable insights
  • Statistical analysis, and statistical programming (SAS, R, etc.)
  • Perform data collection and data mining, as well as build state-of-the-art decision science algorithms, tools and systems
  • Programming knowledge (ability to develop data visualization dashboards)
  • Master’s degree in Statistics, Operations Research, Engineering, Mathematics, Econometrics or Behavioral Science field
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New Customer Engagement Team Leader Resume Examples & Samples

  • Managing to departmental service levels, production standards, and quality standards by analyzing daily MIS
  • Minimum three to five years of managing experience preferably in a lending or call center environment preferred
  • Lending involving credit reports or credit bureau analysis preferred
  • Ability to process and adapt in a fast paced-environment
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Customer Engagement Analyst Resume Examples & Samples

  • Apply product expertise that effectively articulates value to the customer (print and electronic) for Core products, Life Sciences, and Engineering
  • Assess own strengths and weaknesses, pursues training and development opportunities, strives to continuously build knowledge and skills, shares expertise with others
  • Affinity with online products and basic IT knowledge
  • Affinity with science/publishing in a broad sense
  • Strong Analytical Skills
  • A strong communicator and a careful listener
  • Team player and people skills
  • Proven track record of being a motivated self-starter with ability to work in a fast paced environment and meet critical deadlines
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Head of Customer Engagement Resume Examples & Samples

  • Work with the Marketing & Sales Director, Content Sales, Head of Brand Strategy & Planning, Head of Product & Audience, Audience Insight & Analytics and Finance to develop long term, strategic level engagement. Retention and operational strategies that are aimed at delivering a premium customer service in the most cost effective way, whilst improving churn and building a loyal and engagement customer base
  • Direct a programme of continuous review of the customer lifecycle that is focused on identifying opportunities for churn reduction, improvements in experience and engagement, and the growth of customer value. Use these insights to focus the service and retention strategy and activities, but also to influence the wider business (Commercial, Editorial, Product etc.) to adopt behaviours or changes that will lead to improvements in retention and engagement
  • Lead and effectively manage the Customer Operation functions so that the internal and external contact centres, fulfilment and tech suppliers across all channels and brands are recognised by customers and business partners as a rewarding, seamless experience that meets their needs quickly and effectively
  • Ensure that our internal and external suppliers provide a service to News UK customers which is perceived as best in class and premium whilst also achieving agreed SLA’s, efficiency and cost to serve targets / budgets
  • Have a clear vision, strategy and measurable ROI for all engagement and retention programmes and channels understanding the operational channel implications and strategy
  • Create, review and optimise customer segmentation to maximise retention and value growth of agreed products. Ensure that retention activities are focused on the agreed priority segments and that programmes are optimised to their needs
  • Work in collaboration with the Content Sales Director to ensure that all subscriptions activities are full optimised for net growth and customer experience. Ensure agents are fully briefed on all offers and packs
  • Oversee and ensure compliance to legal and best practice standards, particularly in relation to Data Protection, permissions marketing and ASA guidelines, aiming always to take care of our customers as well as meet regulatory requirements. Communicate these principles and revised standards regularly to the team
  • Effectively manage the ongoing measurement of contact centre performance, delivering detailed, accurate and timely management information on key metrics e.g. call volume, abandon rates, handling times and, cost per save at a company, centre, team and agent level. Continually evolve internal and external SLA targets to drive performance, productivity and quality – all within budget
  • Take operational responsibility for the SalesForce Service Cloud including process design, efficiency and data integrity, including platform updates and introduction of plug-ins, such as Knowledge. To represent contact centre requirements as part of the overall Technology roadmap process
  • Maintain a watching brief on changes in the market that may influence retention outcomes in order to be able to respond quickly, but also other industries where learning’s may be identified and adapted to improve News UK activities
  • Be the source of knowledge of performance across all retention channels, including ROI, and work with the Head of Integrated Sales Planning and the Content Sales Director to determine when to grow profitable channels and products, and when to exit those that are unprofitable
  • Plan, execute and measure investment to within agreed Budget guidelines and to ensure continuous improvement in ROI through tactical or strategic changes and efforts to drive down retention costs while improving retention rates
  • Build effective relationships across Commercial, Technology, AIA and Finance
  • Improve performance of the function / department through the analysis of existing business processes, identifying innovative alternatives and recommendations for more effective or efficient ‘ways of working’ / product / service
  • Drive the efficient delivery of organisational change projects in support of News UK’s strategic agenda within a culture of empowerment through personal leadership
  • Build the capability and capacity of individuals and team within the function / department through insight, constructive feedback and challenge to enable team effectiveness, ensure consistency with News UK / Marketing values and behaviours, and to drive business performance
  • Thorough understanding of how to build and manage large teams which are based on performance and execution standards
  • Knowledge and understanding of building compelling retention and engagement strategies
  • Experience managing a multi-channel contact centre including self-service and social media
  • Experience of managing a customer service team supporting telephone, email, live chat and postal services
  • Passion for understanding consumer behaviour
  • Proven experience of managing large third party suppliers
  • Experience working in a subs business and managing a large subscriber base
  • Thorough knowledge of the newspaper sector
  • Ability to create financial business cases and forecasts, including advanced Excel
  • Thorough knowledge of multi-channel retention levers, tools and techniques
  • Experience implementing retention campaigns across multiple channels, platforms and products
  • Strong negotiation and influencing skills, which can be applied to manage stakeholders across News UK
  • Proven experience of managing revenue models
  • First class programme management skills and ability to balance short term delivery targets and marketing campaign requirements with longer term development of transformational change
60

Director, Ciem, Dtc Customer Engagement Resume Examples & Samples

  • Lead the development of actionable customer insights and provide a framework to guide strategic discussion about consumer programs for the Ralph Lauren Stores and E-commerce, North American business
  • Drive the overall strategy and development of the Customer Intelligence platform focusing on web analytics, customer analytics, marketing attribution modeling and social & mobile analytics
  • Lead the vision and partner with CIEM platform, IT & Digital to develop a distribution strategy for enterprise-wide access to analytics
  • Advance the Ralph Lauren customer experience through evolved CRM strategies and data-driven marketing, including personalization, lifecycle triggers, retargeting, on-boarding, etc…
  • Partner with CIEM Data Science team to leverage advanced analytics and predictive models across communication channels
  • Build marketing program financial models to support business unit goals, partner with Marketing, Merchandising, Finance and Creative teams. Reforecast based upon business trends
  • Create, maintain & deliver various dashboards & reports for key stakeholders
  • Conduct ad hoc analyses for internal partners as requested and in depth funnel and conversion analyses
  • Develop strong partnerships with cross-functional and inter-company peers
  • Attract, retain and develop talent
61

Elavon Director of Customer Engagement Resume Examples & Samples

  • Supervise and/or perform special projects (i.e., due diligence reviews, special investigations, etc.) as needed
  • Assist Business Line to comply with corporate policy and standards by providing interpretive guidance and oversight
  • Work closely with the Enterprise Complaints Management team and the BLs to ensure deadlines are met and issues are escalated where appropriate
  • Facilitate weekly and monthly meetings with the RCA areas and Enterprise Complaints Management
  • Establish and maintain a comprehensive suite of risk reporting that provides senior and business lines ongoing monitoring, trending, and analysis of key risk indicators, process control metrics, and exceptions for Complaints management
  • Ensure appropriate identification and responses to risks within the business and coordinates efforts to foster awareness and understanding of key risk management concepts within the business line
  • Educate BL to ensure proper complaint filing
  • Organize effective training curriculum partnering with Learning and Development team
  • Lead process improvement initiatives as part of new Sales force implementation
  • Perform root cause analysis on complaints and determine future preventions
  • Eight to ten years of experience in an applicable risk management environment; intermediate to advanced knowledge of Risk/Compliance competencies
  • Strong skills in leadership and management of process, projects and people
  • Knowledge of applicable laws, regulations, financial services, and regulatory trends that impacts Payment Services
  • Strong process facilitation, project management, and analytical skills
  • Must possess business acumen and credibility to help business line(s) proactively identify and address changing workforce needs
  • High degree of personal initiative
  • Effective communication, facilitation and consensus-building skills
  • Ability to build effective relationships across all levels of the organization
  • Ability to effect change through the use of positive influence
  • Strong PC literacy in word processing, spreadsheets, databases, and presentations is required
  • Understanding of the business line’s operations, products/services, systems, and associated risks/controls
  • Knowledge of audit competencies
62

Customer Engagement Intern Resume Examples & Samples

  • Gather data and analyze report anomalies to drive programs
  • Assist in the development of sales programs for the Wireless Business Group’s vertically aligned sales teams , including Client Partners of Mobile Solutions, Connected Solutions, and IoT Specialists
  • Provide Project Management and governance for In-Building program
63

Head of Customer Engagement Resume Examples & Samples

  • 5+ years of relevant experience in program/process management and implementation
  • Bachelor's degree required; advanced degree preferred
  • Cross-functional leadership and project management experience
  • Experience leading a team of colleagues with differing viewpoints and varied degrees of ownership to deliver a singular vision to an organization, preferably in the financial services or cards space. Deeply familiar with the management of multiple work streams across branding, operations, finance, risk and compliance; high level of comfort in scoping and project planning those work streams
  • Strong record of achievement in applying a customer mindset to shape solutions and approaches and to drive change/achieve business goals
  • Demonstrated ability to synthesize information across customer feedback channels, prioritize improvement efforts, and drive results with a strong sense of urgency and decisiveness
  • Pragmatic problem-solver
  • Solutions Oriented
  • High level of integrity, confidence, persistence, and dedication
64

Customer Engagement Platform Manager Resume Examples & Samples

  • Defining data points of interest from disparate sources
  • Business rule definition
  • Program test & execution
  • Proven partnering skills with technical and non-technical partners including proactive communication and expectation setting
  • SQL/SAS querying abilities against relational databases
  • Ability to prioritize and advance multiple projects simultaneously with many stakeholders
  • Partnering with vendor technical teams
  • Strong technical documentation skills
  • Project management and advancement of technical projects and processes to many partners and areas of an organization
  • SQL/SAS querying and data manipulation abilities against relational databases
  • Understanding of database marketing applications and principles
  • Proven strong partnering skills with technical and non-technical partners
  • Ability to navigate a hierarchical environment
  • Ability to multi task and easily adapt to evolving processes/requirements
  • Competent to work independently, but able to take direction and seek clarity when needed
  • Good Communication, problem solving, and time management skills
  • 3+ years of database marketing or CRM experience
  • Previous experience with Tableau software
  • Previous experience with Teradata SQL
  • Bachelor’s degree preferably in Marketing, Computer Sciences, Business, Engineering, MIS or related field or equivalent experience
65

Customer Engagement Platform Manager Resume Examples & Samples

  • Oversees assigned projects from inception to completion
  • Partners closely with users to enhance and optimize processes, understand needs/requirements,
  • And create technical business solutions
  • Partners with internal CE teams to design and build business solutions
  • Responsible for department software administration and testing
  • Responsible for the overall communication of system and software outages
  • Continuously creates and looks for innovative ways to enhance the global process
  • Responsible for the monitoring and sustainment of Core solutions and processes
  • 4+ years of experience in working SAS, SQL, Teradata, and has a good understanding of ETL
  • Experience with SAS BI, SAS Stored processes, SAS IMAP Studio, SAS OLAP, SAS Management Console
  • Hospitality/Travel industry experience
  • Knowledge of large database and marketing principles
  • Previous experience in supporting marketing campaigns
66

Customer Engagement Success Manager Resume Examples & Samples

  • Customer Relationship management: Successfully manage the HEC customer account(s) assigned to you
  • Coordinate service delivery with HEC Delivery Teams
  • Customer Communications (communication plan, support plan)
  • Ability to conduct Business meetings with Customers in Russian and English
  • Pipeline planning for potential projects or customer orders with assigned customers
  • Evaluation of new customer requirements / change request management in cooperation with HEC Sales & Account Team
  • Customer and internal escalation management (procedure and general issues complaints about SD Infrastructure Services)
  • Language Skills, Russian and English, native Russian and fluent written and spoken English, other languages are a plus
  • Technological know-how of SAP’s cloud solutions, in particular SAP’s Platform as a service offering
  • Strong track record in managing client / customer engagements either in Sales / Pre-Sales / Consulting or similar settings
  • Well-developed analytical and structuring skills
  • Excellent soft skills
  • Perspective on current IT trends and their impact on business strategies
  • Project management skills
  • 3 – 5 years professional experience, out of which minimum 2 years in a customer-facing position
67

Customer Engagement Analyst Resume Examples & Samples

  • Presentation/demonstration skills
  • Fluent in English and in Dutch, German or Turkish
  • 27 days of leave
68

Customer Engagement Associate Resume Examples & Samples

  • With oversight of manager or more senior CEE, develop and implement account strategies and implementation plans for emerging customer accounts that further existing account adoption and identify new business opportunities within assigned accounts. These plans should
  • 0-3 years of experience in the following areas
  • Line of Business specific experience – specific to the LoB that they are being primarily hired into. Examples include
69

Senior Manager, Customer Engagement Resume Examples & Samples

  • Drive strategic development and management of the Community
  • Mine the Community for deep customer learning to share with the Product Marketing, Product, and Marketing teams, as well as the rest of the organization
  • Create programs designed to increase customer retention, using Community to ensure customers adopt Marketo in the first critical 90-days and realize the true value of the platform
  • Plan and execute campaigns to drive upsell/cross-sell pipeline via the Community
  • Develop a Product Advisory Council in collaboration with Product Management, including creating council goals and charter, selecting members, and driving meetings
  • Manage and grow Early Adopter Program to build early customer feedback and references
  • Create customer research strategy and drive ongoing customer research programs
  • Establish and track Community KPIs
70

IT Manager, Customer Engagement Resume Examples & Samples

  • Be a technology partner, working with business partners to identify unmet needs, propose IT solutions, and assist management in the development of business cases and project charters
  • Cultivate relationships with external agencies, partners, J&J suppliers and customers, to develop deep insights into the needs of our business departments, patients, customers, markets and communities and become the go-to person for our business / technology partners
  • Support continuous process improvement; mapping current and future state, root cause analysis for process gaps and improvement to identify and resolve business and technology related issues
  • Proactively match business needs with existing J&J technology capability, by showcasing local/regional best practice with key stakeholders, encouraging adoption of core systems and highlighting value in a business context
  • Work with Regional Product Line Owner/s to shape long term solution roadmap according to business priorities, and understand the technology used
  • Ensure J&J information and assets are appropriately managed, valued and protected in accordance with Information Asset Protection and Compliance policies
  • Contribute to budget development and monitors budget within area. Optimize application portfolio and operating costs to drive ongoing business value
  • Bachelor’s degree with at least 5 years of relevant experience
  • Strong knowledge of Commercial systems supporting CRM (Veeva, SFDC), multi-channel digital engagement platforms, analytics is required
  • Ability to recommend priorities to multiple stakeholders based on the highest business value is required
  • Broad technology experience with ability to lead assessments of proposed solutions and develop recommendations is required
  • Understanding of the business impact of different solutions and ability to assess impact and communicate the tradeoffs between business needs, technology requirements, timelines, costs and risks is required
  • Working knowledge of SDLC and rRDM including requirements elicitation, system design, development and validation/regulatory requirements
  • Experience working in process-driven environments (SDLC, Agile) coordinating internal and external delivery partners toward a single goal
71

Manager Tenured Customer Engagement Credit Cards Resume Examples & Samples

  • Support the development of annual marketing tactical plans employing relevant market/customer research information and analytics
  • Help to implement special offers to stimulate spend (volume and number of transactions) and ope rationalize as required
  • Manage the design, implementation, and results tracking of continuous test-and-learn programs for engagement, in collaboration with Business Analytics
  • Supports campaign execution for all engagement marketing activities aimed at stimulating spend among existing customers and bringing Scotia cards to top-of-wallet including
  • Facilitation of the campaign process to ensure campaigns meet targets for delivery and
  • Leading and supporting the execution of customer communication materials for engagement including
  • Coordinating the creation of marketing, legal/compliance, disclosure, and fulfillment materials; optimizing distribution channels and managing channel communications
  • Lead and support the creation of engagement campaign reporting including
  • Overseeing post-analysis on all campaigns with CK&I, Finance, and Analytics
  • Developing recommendations for improvements and enhanced efficiencies for future campaigns by tracking month over month results spanning from lead volume, response rate to RAR
  • Reconciliation of offer costs and invoicing
  • Leading legal communication runs and statement channels
  • Implements campaigns designed to grow customer spend and balances such as
  • Add-a-card (companion)
  • Supplementary card
  • Credit Limit Increases
  • Balance Transfer (TLP & ALP)
  • Additional adhoc projects i.e. card on file strategy
  • Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team
  • 3+ years of marketing experience,
  • Ability to integrate multiple information feeds related to marketing, channels and customer into coordinated execution plans
  • Strong excel knowledge and analytics skills
  • Ability to influence without direct authority; ability to communicate with multiple levels of management
  • Ability to pivot and adapt to new business needs i.e. moving to agile lab work environment
72

Head of Integrated Customer Engagement Human Pharma Resume Examples & Samples

  • Deeply understand both, Customer needs in SEASK and Corporate ICE initiatives
  • Produce a widely accepted ICE Roadmap outlining capabilities, resources and change management requirements within the countries and the center office of the regional operating unit (ROPU)
  • Build capabilities / skills as per approved ROPU Centre and local countries ICE Roadmap in the region
  • Lead cross-functional / -Country Early Experience Projects and teams including, but not limited to, first live experiences of follow-up e-mail usage by Customer facing teams
  • Support the ROPU Marketing teams in their planned digital asset usage experiences and learnings
  • Manage changes to ensure the organization buy-in and implementation of ICE principles
  • At all times guarantee a deep key stakeholder understanding and win the hearts and minds of the entire organization
  • Lead high performing ICE Team
  • Adhere to compliance and regulations at all times
73

Senior Manager, Customer Engagement Resume Examples & Samples

  • Act as a change agent to lead the business transformation to ensure operational improvement and efficiency
  • Support and accelerate a new post-sales quality initiative that measures performance from an external customer / broker perspective, including all upstream elements that contribute to claims, policy administration and customer service quality
  • Drive improvement through all areas of the organization to demonstrate improved performance, reduced rework and increased customer/broker satisfaction
  • Identify and establish metrics, benchmarks and key performance indicators (KPIs) in collaboration with the business leaders and other key stakeholders
  • Execute on key operational outcomes to ensure customer, broker and regulatory expectations met/exceeded in an innovation and effective fashion
  • Collaborate with other business operation to develop Digital Operating Platform and assist with the design and rollout of products and relevant functions
  • Build robust processes and deploy technology to enable a scalable and efficient operational model. Automate processes thereby minimizing dependency on manual tasks
  • Conduct periodic review and audits of the outsourced vendors
  • Bachelor’s degree not required but would b an advantage
  • Seasoned, respected leader with a minimum of 5 years of experience in Operation
  • Solid organizational, management, administrative and human relations skills in a style which exhibits maturity, leadership and sensitivity and teamwork
  • Demonstrated strong planning, organization, leadership and change management capabilities
  • Ability to interpret data and translate findings into business opportunities
  • Ability to develop relationships across all levels of the Company, as well as externally
  • Demonstrated ability to influence others and utilize resources to accomplish tasks. Strong communication, interpersonal and presentation skills
  • Ability to work in ambiguous or new situations by demonstrating a structured approach to diagnosing the problem, analyzing alternatives, recommending and implementing best solutions
  • Ability to understand or define key success metrics and drive towards achieving them is a critical skill for this position
  • Strong ability to multi-task and work under pressure with tight deadlines, while working effectively with the team
  • Willing to travel to China for providing training and auditing of outsourced vendor
74

Customer Engagement Optimization Director Resume Examples & Samples

  • Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee engagement; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace
  • Leads cross functional efforts to implement and continuously improve omni-channel customer engagement solutions. This includes oversight of a $25MM enterprise consent and preferences platform which will generate over 1B multi-channel notifications per year; and includes leading cross functional governance processes to align on the customer experience and prioritize changes
  • Ensures a culture of compliance and mitigates risks through partnership with legal teams including regulatory law, litigation, health law and privacy. This encompasses the implementation of processes to ensure outbound programs comply with Federal and State regulations including appropriate registrations, consent, and Do Not Call processes
  • Responsible for the implementation and continuous improvement of outbound agent and IVR solutions. This encompasses collaboration with business stakeholders in marketing, pharmacy operations, adherence on outreach strategy and requirements; and effective partnership with site operations and external partners to implement, measure and optimize solutions
  • Responsible for the implementation and continuous improvement of automated adherence calls and partnership with peers on return call strategies. This encompasses optimization of refill reminders calls which capture over $1B in Rx orders annually; and optimization of 500MM Rx status calls which drive over $156MM incremental Rx sales per year
  • Partners with IT to pilot and implement innovative solutions which increase customer engagement and enable continuous improvement through actionable insights. This encompasses both the implementation of new engagement technologies and services to support analysis of data from our shared services environments
  • Leads a distributed analytics team, including on shore and off shore resources which are responsible for consolidation and maintenance of divisional data assets; standards for data quality and consistency of data; report generation; and prioritization and execution of ad hoc analytics projects
  • Oversees external partnerships responsible for delivery of engagement solutions and analytics capabilities which represent $8MM in annual spend. This encompasses partnering with IT and strategic sourcing to ensure Walgreens realizes the maximum value from these relationships; and establishing processes to monitor performance and drive continuous improvement of services
  • Plans, develops and manages departmental expense and capital budgets; and partners with finance to develop related business cases and obtain approval of spending authorizations
  • Bachelor’s Degree and at least 10 years of experience in implementing and optimizing multi-channel customer engagement solutions OR a High School diploma/GED and at least 13 years of experience in implementing and optimizing multi-channel customer engagement solutions
  • Experience leading cross functional initiatives and ability to effectively partner with stakeholders to develop program roadmaps and align on goals; and translate vision into action and results
  • Experience leading successful program teams and familiarity with project management fundamentals including charter, communications, scope, planning, schedules, budgets, and risk mitigation
  • Recognized as a change agent that has effectively led initiatives to transform the customer engagement. This includes demonstrated familiarity with techniques for understanding, measuring and continuously improving customer engagement
  • Strong analytical and problem solving skills with a demonstrated ability to glean actionable insights from data and present resulting insights to cross functional stakeholders and executives
  • Experience implementing and optimizing multi-channel customer engagement solutions including high volume outbound IVR applications and agent solutions that leverage auto-dialing technologies
  • Strong working knowledge of Microsoft Office tools including Outlook, Word, Excel, Visio and PowerPoint
  • At least 5 years of experience planning, developing, and managing departmental expense and capital budgets
  • At least 5 years of experience directly managing people, including hiring, developing, motivating, and directing people as they work
  • Willing to travel up to 15% of the time for business purposes (within state and out of state)
  • Ability to partner and build trusted relationships with IT and business stakeholders at all levels of the organization; and ability to bridge the IT and business divide through a robust understanding of business and technology architecture concepts
  • Comprehensive knowledge of strategic planning, business case development and proven ability to gain support and funding for initiatives through complex governance processes
  • Experience overseeing vendor partnerships, including negotiating contracts, prices, driving continuous improvement and reconciling differences
  • Demonstrated familiarity with decision sciences processes and tools. This includes statistical modeling concepts and analytics software, visualization tools and relational database technology
  • Familiarity with Federal and State regulations that impact outbound programs including TCPA, HIPAA and telemarketing laws
  • Familiarity with contact center operations and related technologies including IVR, automated call distribution (ACD), work force management and call recording
  • Experience with continuous improvement methodologies (e.g., Lean Six Sigma)
  • Working knowledge of Microsoft Office tools including Access and Project
75

Customer Engagement Leader Resume Examples & Samples

  • Be on the team who is the primary owner of a customer engagement where you drive their ultimate success maximize the value they get from their engagement journey regarding oil and gas Predix-enable APM solutions from the prototyping, proof of concept, pilot and production phases
  • Work with the Downstream practice leader and the local regional team to build out and manage the client engagement phasing and execution plan, aligned to GE APM, and advancing future roadmap items
  • Be part of an engaged customer solution team focused on customer delivery toward client engagement phasing and execution objectives
  • Drive facilitation sessions with our customer throughout the engagement process
  • Advocate internally and lead initiatives that will deliver additional value for our customers
  • Russian and English language proficiency
  • Bachelor’s Degree from a four-year college
  • 7+ years of professional experience in customer-centric engagement or consultative roles, such as management consulting, sales engineering, or business development
  • Strong cross-functional leadership skills to advocate and champion activities and initiatives on behalf of customers, and willingness to travel and spend time on customer sites
  • Creative and curious learner who listens to customers, and is eager to understand their overall internal journey and strategies, and how GE can support and enhance their strategies. Strong willingness to learn core GE technologies and teach customers
  • High proficiency in English (speaking, written, verbal)
  • Oil and gas experience is a plus
  • Previous consulting experience at a highly regarded firm is desired
  • Degree in facilitation or design skills a plus
  • Experience with project management processes (PMBOK processes) is a plus
  • Experience with agile development (proof of concept, pilots, production) and rapid prototyping is a plus
76

Innovation Developer Customer Engagement Resume Examples & Samples

  • Contributes as part of a cross-functional team to the delivery of product releases against a prioritised set of requirements. Advises Development Lead on work packages and delivers in a timely manner
  • Responsible for developing proof of concept capabilities
  • Propose, prototype and evaluate areas of optimisation for existing solutions
  • Contribute to CRM related integration, BI and backend projects
  • Modify features and capabilities of existing applications
  • Drive continuous improvement of the ICE CRM technology platform
  • Become fully conversant with MSD systems development life cycle methodology and understand regulatory and compliance needs relevant in the Pharma industry
  • Ability to self-learn and develop business and technical knowledge quickly and apply these to the business problems
  • Actively collaborate and share knowledge across MSDIT
  • BSc degree or equivalent with relevant experience in Computer Science and knowledge of computing theory
  • Commercial experience with development on Force.com platform (Apex, Visualforce)
  • Experience with front end development (javascript, html, css)
  • Familiarity with Salesforce integration components (SOAP + REST), Metadata and Tooling API
  • Motivated team player with excellent interpersonal skills and will to educate other team members
  • Strong analytical thinker and problem solving skills with a strong understanding of Force.com platform
  • Ability to work on end-to-end solutions from technical design, architecture to development, testing, and deployment
  • Ability to work both independently and collaboratively across distributed team with minimum guidance and direction
  • Maintain the knowledge of core platform capabilities and new Salesforce features
  • Experience with using source control e.g. GIT
  • Solid knowledge of SOQL and SOSL
  • Maintaining code best practices
  • Maintaining knowledge base and documenting developed solutions
  • Experience with development on lightning component framework
  • Certifications Salesforce Developer or App Builder and preferably Platform Developer I
  • Experience developing in Heroku, Lightning App Builder
  • Experience with SF1 development
  • Experience with Community Cloud and Community Builder
  • Experience with Pharma industry and Veeva CRM
77

Customer Engagement Senior Specialist Resume Examples & Samples

  • The Customer Engagement Executive at an Senior Specialist / Expert level works in partnership with the CCO market Vice Presidents responsible for our geographic and strategic industry customers to develop and improve the S/4HANA Public Cloud competencies
  • Development and management of forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes
  • Conducts customer business and opportunity diagnostics to analyze business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve CCO business processes related to our value proposition
  • Work with the market Vice President and Head of CEE to develop and execute quarterly plans that improve solution adoption and increase revenue renewals across assigned customer portfolio
  • Responsible for knowledge management, best practices and leading business commerce enablement strategies specific to the S/4 HANA Public Cloud value proposition
  • General knowledge of collaborative procurement, AP, Treasury and Working Capital management
  • Proven Leadership experience and innovative mindset
  • 6+ years’ experience in the following areas
  • Proven experience with business process transformation and re-engineering disciplines
  • Experience selling or delivering consulting services
78

Customer Engagement Expert Resume Examples & Samples

  • Own, manage and drive successful achievement of the overall regional renewal budget and renewal rates
  • Manage regional CEE account resource assignment and quarterly renewals forecasting processes
  • Ensure consistent regional execution and implementation of globally defined processes and tools
  • Lead the regional CEE team to develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts
  • Co-ordinate external vendors that may support the CEE organization within the region at the lower customer segments
  • Maintain close oversight of growth and potential of regional market units and ensure to support specific language or geographic requirements
  • Proven leadership experience and innovative mindset
  • Experience selling or delivering consulting or education services
  • Business experience preferably in
  • Customer Engagement Manager
  • Solution Advisor Expert
  • Business Development Expert
  • Value Advisor Expert
  • Solution Sales Executive Expert
79

Hec-customer Engagement Service Manager Resume Examples & Samples

  • Customer Relationship management, Coordinate service w/HEC Delivery Teams, Customer Communications (communication plan, support plan), Liaison to Service Delivery, Design & Architecture and Portfolio Team
  • Language Skills, Spanish and/or Portuguese, native or fluent written and spoken, ability to conduct Business meetings with Customers in Spanish and/or Portuguese
  • Triggers and provides Reporting (Operational, Financial, Customer)
  • Project scheduling supported by Delivery Units, coordination of onboarding activities (Customer setup, migration incl. scheduling) and monitoring of delivery
  • Identify / manage roll-in request for new services (-> portfolio team, Delivery Units)
  • Customer and internal escalation management (procedure and general issues (complaints about SD Infrastructure Services))
  • 7 – 10 years professional experience, out of which minimum 3 years in similar position
  • EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
  • We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence
  • Language Skills, English, fluent written and spoken, ability to conduct Business meetings with Customers in English
  • Good overview on the SAP Solution and Service PortfolioAbility to effectively communicate to multiple levels within the Customer, Partner and SAP organizations
  • Strong track record in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings
  • Well developed analytical and structuring skills
80

Hec-customer Engagement Service Manager Resume Examples & Samples

  • Coordinate service w/HEC Delivery Teams
  • Liaison to Service Delivery, Design & Architecture and Portfolio Team
  • Customer and internal escalation management (procedure and general issues (complaints about SD Infrastructure Services)
  • Good overview on the SAP Solution and Service Portfolio
81

Global Customer Engagement Operations Leader Resume Examples & Samples

  • Conduct Call Centre research (specifically related to Customer Experience practices that are commonly referenced as “best practices” or citable examples of well applied solutions to identified customer engagement challenges) via all publicly available channels
  • Support the development of a generally recognized Mercer Customer Experience “best practice” and implement a standard customer engagement model
  • Establish a feedback loop (a closed path made up of specific experience feedback about the experience that our customers are provided via our Customer Engagement Centers)
  • Regularly use research, feedback loop and any other source to update the recognized Mercer standard customer engagement model. Continually assess the current state of the Mercer Customer Experience and assure that the Geographies and Lines-of-Business accommodate and/or adhere to some version of the recognized “best practice”
  • Manage expense budgets for each region to ensure fiscal performance that supports LOB needs
  • Responsible for building healthy relationships with the appropriate LOB and country leaders to understand their strategic goals and drive performance to deliver on those goals
  • Play an active role to help develop vision and strategies for customer engagement as part of the Global CE senior team
  • Rationalize (develop a prioritization based set of criteria based on weightings of sales, revenue, utilization, and cost oriented measurement of activity) that will be used to continually balance the activity focused on developing specific Customer Experience engagement methods via the CEC and will act as a means of prioritization for all integration activities in the current go-to-market motion for all major line-of-business (LOB)
  • Provide the LOB and Geography leadership with a formal means of prioritizing the channels used to deliver the integrated Customer Experience via the CEC
  • Responsible for delivering on Customer Engagement strategies and work with key partners to develop and implement technology road map, best business practices and drive improvements to overall customer experience delivery. Responsible for delivering results effectively to meet all contractual obligations in terms of service level, quality, and experience
  • Responsible for partnering with LOB partners to ensure Customer Engagement strategies align with the business and communication plans create visibility and transparency to Customer Engagement business impact/results
  • Has full authority for people management including: Assigning, directing, and evaluating work; Hiring, coaching disciplining and dismissing employees; Conducting performance evaluations and career development discussions; Approving salary and bonus actions; Ensuring appropriate orientation and on-going education/training; Inspires teams toward common vision and actively creates best in class work environment with high colleague engagement and continuous improvement/customer centric culture; Develops a team of highly participative leaders in each region who are equally focused on colleague development, customer culture and results driven
  • Degree or equivalent qualification
  • English & French- ability to conduct business meetings, managing conference calls and email exchanges, other languages beneficial
  • Solid experience in operations or customer relationship management experience
  • Has previous experience working in a multi-national environment. Ideal candidate will have proved experience in managing multiple locations and languages
  • Must have the right to live and work in the UK/EU
  • Travel 30%
82

Customer Engagement Team Manager Resume Examples & Samples

  • Demonstrated sales support experience
  • Track record of achieving targets
  • Exceptional client service ethic
  • Ability to handle challenging situations
  • Strong MS Word, Excel, and PowerPoint skills
  • Experience in engaging with C-level executives
  • Strong interest in managing and developing a sales team
  • 1 year of experience supervising and/or coaching a telemarketing or inside sales team
  • Proven experience in territory management, lead generation, service delivery, and sales activity reporting
  • Understanding of Salesforce or other CRM database
83

Customer Engagement Associate Resume Examples & Samples

  • Single point of contact for assigned ByDesign customer regarding customer lifecycle related topics such as go-live tasks, upgrades, user licenses or contractual issues
  • Support onboarding of new ByDesign customers and ensure adoption of solution
  • Partner with commercial team to provide seamless customer support during renewal cycle
  • Execute all process-related phases of subscription renewal lifecycle including internal communications, preparation of options, revisions to terms and conditions, liaising with related organizations to coordinate approvals and contracting, and filing appropriate paperwork
  • Work closely with finance and legal teams to ensure all contracts are accurate
  • Execute mid-term replacements and early renewals when required by the business
  • Provide support for non-revenue generating processes & concessions
  • Proactive identification of perceived risks or issues with CRM/ICP
  • Identify over-usage and upsell potential and help customer to stay license compliance
  • Build a strong relationship with your customers
  • Bachelor or Master degree in Business Administration or similar
  • Track record of renewal and ICP knowledge
  • Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a high level of collaboration
  • Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload
  • Must be able to maintain a positive, solutions oriented and professional manner throughout
  • Ability to organize, prioritize, complete activities and meet deadlines
  • 1-4 years professional experience
  • Experience in managing complex customer / partner engagements and escalations
  • Language skills is a plus
  • Ability to work across Board Areas, LoB and organizational boundaries
84

Customer Engagement Account Manager Resume Examples & Samples

  • Manage the CEM (Customer Engagement Manager) responsibilities within the sales and fulfilment model
  • CEM is the Single Point of Contact to retailer for all operational concerns and works directly with the customer to be the voice of Dell operations
  • Work with customers and stakeholders to ensure new retail products follow and complete all necessary steps on time to ensure products are ready for market and delivered by the customer designated MABD (Must Arrive by Date)
  • Manage the end to end operational support for retail partners to order management from OE to delivery
  • Ensure issues and problems are escalated quickly to ensure the right level of attention and that teams are meeting Service level agreements with regards to product readiness and availability
  • Work with Dell support teams and individuals in order to understand the business needs and translate that to the processes, reporting, and analysis
  • Manage the Returns process, coordinating and managing escalations effectively
85

Business Intelligence Engineer Amazon Devices Customer Engagement Resume Examples & Samples

  • 5+ years of customer analytics experience
  • Experience in using statistical analysis software packages (e.g. R, SQL)
  • Experience building analytic services for production environments
  • Experience with customer 1:1 personalization solutions
  • Willingness to roll up one’s sleeves to get the job done
  • Vocally self-critical
86

Regional Head of Customer Engagement Resume Examples & Samples

  • Ensure seamless interaction and delivery with the Centre of Excellence (COE) on key customer data, needs and measures
  • Oversee the analysis and interpretation of customer metrics and reports at regional level to improve service levels
  • Use the data analytics to diagnose key customer issues and recommend immediate and effective customer solutions
  • Oversight of regional customer trends and work closely with the business areas to understand the root causes and provide appropriate and sustainable remediation
  • Ensure a regional feedback loop into the customer measurement framework
  • Provide key recommendations to the Centre of Excellence on regional specific customer research requirements
  • Participate at National Customer Leadership level and contribute and influence the development of the Customer Engagement strategy & plan
  • Lead the customer agenda in the region by contributing customer service objectives and recommendations to strategic plans and reviews
  • Develop and communicate customer service strategy to all the key local stakeholders to ensure effective and consistent implementation
  • Manage the customer risk to the business by providing coaching and support to the business areas on the development of local customer service improvement initiatives
  • Lead and champion customer driven growth and ensure a balanced sales and service approach
  • Engage with newly on-boarded colleagues in the region to ensure the embedment of customer service strategy and entrenching client-centricity
  • Raise the overall level of awareness of the customer-led journey at all levels through the planning and delivery of customer experience forums, customer engagement sessions and front line visits
  • Work in conjunction with the Head of Sales to translate the customer strategy into a comprehensive Regional Business Growth Plan and direct the execution thereof
  • Mobilise the Regional Teams by ensuring adequate levels of customer intelligence and capability to support the effective implementation of the Regional Business Growth Plan
  • Engage with strategic external stakeholders in the service industry for best practices and learnings that can be implemented in the region
  • Create platforms for customers to network and engage with the regional leadership and industry experts
  • Monthly review of all customer complaints within each business area
  • Ensure all complaints are dealt with timeously and appropriately
  • Track customer compliant trends, investigate the root causes and work closely with the businesses to develop corrective action
  • Provide guidance and mediation with high profile and complex customer complaints or queries
  • Support roll-out of national and broad based customer service programmes on a regional level
  • Together with the Customer Engagement Centre of Excellence (COE), assess the change resistance to customer initiatives, identifying key barriers and implementing remedial action
  • Work closely with Regional Implementation and Change in driving and embedding sustainable customer-led initiatives in the region
  • Coordinate regional input to the design of national customer initiatives to ensure regional and business as usual (BAU) realities are considered in project roll out
  • Review service standards in each business area and work with the leadership to design and implement key interventions that supports the continuous improvement of service levels
  • Build a highly engaged, strong and capable team members in the customer analytics area
  • Ensure the organization is representative of the markets we serve and embraces diversity as a competitive advantage
  • Work with the Customer team to achieve excellent business results through continuous people development and mentoring activities
  • Ensure the development of a high-performing team through embedding formal Performance Development and informal coaching
  • Determine and analyse training and development needs for the team. Ensure that identified training is budgeted for and executed
  • Establish and maintain a succession and ensure a pipeline of ready now talent for critical roles across the business as required
  • Encourage responsible citizenship and community involvement across the team
  • Act as a brand ambassador for the Absa business in all activity
  • Bachelor’s Degree with a preference for Commerce (min NQF Level 6)
  • 8-10 years in customer marketing & leadership experience
  • Experience in leading customer service at a regional level or across multiple geographies in a leadership capacity
  • Financial Services experience a distinct advantage
  • Customer Experience & Segmentation
  • Client Relationship management
  • Client strategy development
  • Stakeholder Management
  • Commercial awareness and business acumen
  • Change and Programme Management
87

Customer Engagement Associate Resume Examples & Samples

  • Regular communication with our 400 customers within a team of 4 in our customer success department
  • Follow up on queries related to invoices
  • Take inbound questions from customers by call or email
  • Share details of our support services, white papers and other resources
  • Share upcoming free training and educational tools
  • Contact customers to communicate upcoming events, webinars and conferences
  • Work with individual customers to renew annual contracts to ensure customer retention
  • Work with the sales team to identify products or services which may benefit each customer
  • Identify training opportunities for customers
  • Review usage bands and identify customers that should upgrade to next level
  • Maintain accurate records in Netsuite, CRM system, as appropriate with all sales opportunities and contacts with customers
  • Proactively share information on customer annual fees and be able to describe value
  • Manage complaints and objections, turning issues into positive outcomes
  • Demonstrated customer experience preferred
  • Strong overall communications skills, including excellent presentation skills
88

Senior Manager, Customer Engagement Resume Examples & Samples

  • Ability to analyze and interpret data to make recommendations based on analysis and expertise
  • Comfortable working with large customer data files to effectively manipulate and organize data
  • Experience with direct marketing tactics, including bill marketing
  • Ability to write simple queries against the data to monitor accuracy of record selection
  • Strong analytical skills and the ability to present information in an understandable format
  • Ability to use personal computer and software applications such as advanced Excel, including complex formulas, VLOOKUP tables, pivot tables
  • Strong attention to detail balanced with the ability to think strategically
  • Ability to work well with people from all levels of the organization across many different disciplines
  • Ability to succeed under pressure
  • Marketing management; 8+ years
  • Project Management; 6+ years
  • Direct marketing analysis experience; 6+ years
89

Manager, Tenured Customer Engagement Resume Examples & Samples

  • Supports the implementation of the overall engagement strategy including setting monthly engagement targets, down to the individual product level and implementing detailed execution strategies that align to the campaign goals
  • Experience working with partners from various areas i.e. IT, marketing, analytics etc
  • Strong strategic thinking and results focus skills
90

Head of Customer Engagement Resume Examples & Samples

  • Bachelor’s Degree in Business, Science, Engineering, Technology or related discipline
  • A minimum of 10 years’ experience in business systems or product support including experience working with software development lifecycle (requirements to post release validation
  • A minimum of 5 years’ experience in customer facing roles
  • Strong interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels
  • Entrepreneurial & digital-first mindset: demonstrated ability to translate the voice of the customer into internal initiatives that resonate with key stakeholders
  • Outstanding leadership skills evidenced by the clear ability to build a large team with the ability to work within a matrix environment to successfully drive outcomes
  • Familiarity with deploying the netpromoter score (NPS) metric for support organizations
  • Experience in driving customer outcomes thru innovation & collaboration
  • Experience with cloud deployments, software integrations and analytics apps&
  • Demonstrated operational management experience, with track record in developing successful technical, software support organizations
  • Solid understanding of Agile software development lifecycle and tools
  • Self-starter with a proven track record of supporting complex customer solutions at the internal and customer executive and departmental levels
  • Superior communication skills (verbal and written) and well-developed executive presentation skills
  • Must be results-oriented, able to handle multiple tasks of urgent nature and effectively deal with ambiguity
  • Experience with industrial internet, plant operations and management systems, trading & risk management systems
  • Experience working with ISOs, balancing authorities, power generating entities
  • Proven client engagement capability: unrelenting passion and zeal to engage with customers
  • Passionate about driving change/influence across cross functions and organizational boundaries
  • Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
  • MBA or related Master’s degree from a top university
91

Customer Engagement Service Manager Resume Examples & Samples

  • Ability to conduct Business meetings with Customers in the customer’s preferred language (German, English or Russian)
  • SLA Management and Reporting, Conducting Service Reviews
  • Evaluation of new customer requirements / change request management
  • Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)
  • Language Skills: German AND English - native or fluent written and spoken, Russian or other regional languages a plus
  • Technology know-how of SAP’s cloud solutions, in particular SAP’s Platform as a service offering
  • Ability to effectively communicate on multiple levels within the Customer, Partner and SAP organizations
  • Accustomed to working in an international / global virtual matrix organization
  • 3 – 5 years professional experience (preferably in the SAP ecosystem), minimum 1 year in a similar customer-facing position
92

Hec-customer Engagement Service Manager Resume Examples & Samples

  • Language Skills, Fluent ENGLISH (Must), Spanish, Portuguese (Desirable), native or fluent written and spoken, ability to conduct Business meetings with Customers in English, Spanish and/or Portuguese
  • Customer and internal escalation management (procedure and general issues, complaints about SD, Infrastructure Services)
  • 5 – 10 years professional experience, out of which minimum 3 years in similar position
  • Language Skills, English, Spanish and/or Portuguese, native or fluent written and spoken, ability to conduct Business meetings with Customers in English, Spanish and/or Portuguese
93

Customer Engagement & Commerce Resume Examples & Samples

  • Works with the Sales Manager and team to develop and execute programs to drive pipeline & close deals
  • Works with the Regional VAT to educate target accounts on the solution set and conducts account planning for strategic deals
  • Works to uncover and run sales cycles based opportunities as directed by the Regional Sales Lead
  • Works with VAT team on sales campaigns
  • Leads efforts to establish, develop, and expand market share and revenue attainment within named accounts
  • Works to attain various sales objectives related to securing new business opportunities within named customers
  • Develops sales best practices securing repeatable and expansive opportunities across named accounts
  • 5+ years of experience selling business software and/or IT solutions
  • Experience selling to CXOs
  • Proven track record in target achievement
  • Experience with O&G clients a strong advantage
  • Bachelor’s degree in related fields (Business / Engineering or Technology)
  • Completion of Sales Methodology training preferred
  • Communication skills
  • Teamwork & Collaboration
  • Sales Product Solution Knowledge
94

Director Customer Engagement & Solutions Resume Examples & Samples

  • Graduate degree required PhD, PharmD, MS, MPH. Candidate should have 8 – 10 years of relevant experience including previous experience working in outcomes research, health economics or epidemiologic issues in the pharmaceutical industry
  • Ability to understand and interpret and make recommendations concerning the evolving US market
  • Demonstrated ability to work effectively with strong problem solving and communications skills
  • Previous experience overseeing projects with the ability to work autonomously with minimal supervision
  • Relevant scientific experience in clinical setting or within pharmaceutical industry
  • Previous experience in participating in research and publication efforts
  • Advanced degree in health science with strong scientific publication track record
  • Understanding of healthcare economics, epidemiology, quality of life and clinical research
  • Strong understanding of US Marketing, Managed Care and formulary issues
  • Understanding of healthcare economics, epidemiology, quality of life and health sciences research
  • Understanding of statistical methods and tests
  • Knowledge of pharmaceutical development and product promotion
95

Customer Engagement Leader Resume Examples & Samples

  • Serve as the support operations leader for commercial
  • Bachelor’s Degree in Business, Science, Engineering,
  • Any offer of employment is conditioned upon the successful
  • Strong interpersonal skills, including creativity and
  • Must be results-oriented, able to handle multiple tasks of
  • Ability to translate strategic direction into tactical
96

Watson Customer Engagement Resume Examples & Samples

  • At least 5 years' experience in channel sales
  • At least 2 years' experience in sales management
  • At least 10 years' experience in channel sales
  • At least 5 years' experience in sales management
97

Sde-devices Customer Engagement Resume Examples & Samples

  • Knowledge of object-oriented design, data structures and algorithms
  • 3+ years of software development experience
  • Experience building production services
  • Full-stack development experience
  • Excellent problem solving skills
  • Experience developing customer personalization solutions
98

Shared Analytics Customer Engagement Intern Resume Examples & Samples

  • Contributing to a designated project or initiative to meet a KP business objective
  • Learning new applications needed to complete assignments or support the execution of business objectives
  • Job shadowing in other functional areas
  • N/A
  • 0 GPA or above
  • Ability to learn quickly and experience producing high quality work in short periods of time
99

CET Manager, Customer Engagement Team Resume Examples & Samples

  • Enjoy coaching and staff development, and have a proven track record of cultivating new talent
  • Are passionate about driving operational excellence across CEB
  • Have an entrepreneurial mindset and thrive in fast-paced, evolving environments
  • Demonstrate exceptional poise, maturity and judgment at all times
  • Bachelor’s degree required; advanced degrees welcome
  • 1+ years of experience with varying aspects of customer service, telemarketing, sales and territory management
  • A willingness to work outside the strict job description parameters, with demonstrated initiative, resourcefulness, and superior a creative problem solving skills
  • Demonstrated ability to manage, coach, and motivate staff to meet personal and team monthly, quarterly, and annual goals
  • Experience with conflict resolution and matrix relationships
  • Ability to present self professionally and intelligently to internal clients/colleagues
  • Strong analytic skills; High proficiency in distilling massive amounts of quantitative and qualitative data to monitor data capture and track performance
  • Demonstrated superior customer/member service ethic
100

Customer Engagement Associate Resume Examples & Samples

  • The Associate CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. The Associate CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer. Most Associate CEEs will primarily interact with customers via telephone and telepresence
  • Increase spend under management, network adoption, transaction volume and trading relationships on the Network
  • Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth
  • Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals
  • Supply chain, Finance and Procurement and eBunsiness expertise
  • Consultative Selling
  • Executives Communication
  • Negotiation Skills
  • Sales Industry Knowledge
  • Customer Engagement Lifecycle (CEL)
  • Sales Process Acumen
  • Competition and Market Analysis
  • Financial Acumen
  • Business Planning
  • Change Management Methods
101

Customer Engagement Associate / Executive Resume Examples & Samples

  • Monitor Digital Touch Communication activities during the Customer LifeCycle to ensure customer bonding and customer value
  • Randomly engage with clients to understand the big picture, proactively position the Digital Touch value and assist in the execution and value realization
  • Analyze Digital Touch Communication activities with regards to customer health status of your portfolio
  • Guide your customers for critical product enhancements and issue resolution to the standard channels e.g. Product Management, Consulting, Support or Expert Services
  • Analyze data on usage, surveys and other customer data sources to provide a comprehensive view of clients in your territory
  • Strong ability to organize, prioritize and execute to meet your goals in time
  • Capability to acquire a thorough knowledge of our products and be able to communicate their value
  • Ability to adapt communication style to the audience or situation
  • Forward thinking and Solution oriented
  • Minimum of 1-3 years of experience working with external clients (account management, sales or project experience) either within an SAP OnDemand component and/or industry based. Alternatively, you have gained an equivalent amount of experience in a customer facing or customer communication role
102

Customer Engagement Expert Resume Examples & Samples

  • Proactive Customer LifeCycle Management by developing customer relationships and driving customer value
  • Engage customers and partners early to understand their big picture, proactively position our value and assist in the execution and value realization, ensure initial project success and longer-term value realization
  • Present status update on an on-going and frequent basis
  • Maximize impact of cross functional resources & personally intervene when appropriate
  • Advocate critical product enhancements and issue resolutions for assigned customers to Product Management, Consulting and Support
  • Manage customer references in assigned territory to support and allow new sales opportunities
  • Create and maintain a rolling four quarter view of assigned territory
  • Analyze data on usage, surveys and other customer data sources to provide a comprehensive view of clients in assigned territory
  • Strong oral and written communication skills with the ability to credibly present recommendations to senior management in the organization; proven capability to adapt communication style to fit geographically diverse styles
  • Ability to identify and understand the needs of the customers, hence leading up to an opportunity
  • Capability to acquire a thorough knowledge of SAP products and eco-systems, and be able to communicate and demonstrate their value
  • Project experience ideally both in (SAP) on-premise and cloud implementations to guide customers and partners on project best practices. Experience in SAP Hybris Cloud for Customer projects is a strong plus
  • Strong end to end process integration knowledge between C4C and CRM/ERP
  • Fluent in English is a must, other European languages are a plus
  • Sales and solutions focus
  • Forward thinking and Solution Oriented
  • Minimum of 12 years of experience working with external clients (account management, sales or project experience) either within an SAP OnDemand component and/or industry based. Alternatively you have gained an equivalent amount of experience in a customer facing role
103

Customer Engagement Capabilities Lead Resume Examples & Samples

  • Delivering solutions to business requirements with existing or new capabilities
  • Managing and maintaining the Customer Engagement capability technology and process roadmap
  • Product Owner of the current Janssen CRM Solution & Execution with selected partners using Eloqua
  • Function as technical capability SME, consulting with business teams, business technology liaisons and DevOps teams on the ongoing lifecycle of a customer engagement management capabilities, services or solutions
  • Work with Regional and Global Product Line Owners to shape long term solution roadmap according to business priorities, and understand the technology used
  • Identify, specify and design new features and capabilities and create prioritized road maps and release plans
  • Accept and approve capability enhancements for release from DevOps teams
  • Monitor SLAs and KPIs for solution support and development
  • Monitor industry and technology trends and developments; evaluate the applicability of leading edge technologies and use this information to significantly influence future IT and/or business strategy
  • Analyze complex business issues, balancing the competing needs for innovation and standardization/process harmonization, to propose new directions and approaches for business solutions
  • Capture business requirements and specifications (story boards, use cases); support translation into technical requirements
  • Advise on approaches to maximize value (e.g., retirements, upgrades, leveraging opportunities, functionality extensions)
  • Contribute to the development and implementation of IT standards, guidelines, compliance requirements, technologies, and procedures
  • Manage the development of networks of internal IT colleagues and external business partners, suppliers, the technical community, and consultants, and leverages their knowledge within IT
  • Effectively communicate highly technical information to diverse audiences, including IT leadership, brand and agency partners and peers
  • Contribute to strategic technology planning, including proposed cost implications
  • Negotiating scope and schedule
  • Deriving the intake and inclusion of projects into the portfolio with stakeholders
  • Driving pipeline, resource, financial, change, and risk management plans
  • Creating, monitoring, and reporting on project status to communicate progress, risks, issues, and financial position
  • Bachelor’s degree in a technology-related field is required
  • Minimum of 10 years of professional work experience in information technology, business technology management, software product management or software development is required
  • Experience working with 3rd party vendors, such as managing over projects, account management, and budget allocation is required
  • Experience managing capabilities with proven successful track record operating leading Marketing Technologies especially Multi-channel campaign management relationship marketing systems (Eloqua, UNICA, Adobe Campaign, Salesforce Marketing Cloud) is a pre-requisite
  • Working knowledge of Email platforms, content management systems, project collaboration tools (JIRA, Confluence) digital analytic tools (Adobe Analytics, Google Analytics, Qlik, Tableau) are strongly desired
  • Direct experience working with tagging methodology and systems, Drupal, Eloqua/Exact Target
  • Working knowledge of Identity Management plug-in solutions like Janrain, Gigya or comparable technologies strongly desired
  • Working knowledge of the end to end technology stack associated digital, including hosting, networking, virtual infrastructure, monitoring, web servers, caching, database, CMS, front-end, micro services, and front-end frameworks is desired
  • Experience collaborating with marketers, creative teams and technical teams is required
  • Passion about digital marketing and industry trends, with the ability to qualify innovative ideas with research and strategic thinking is preferred
  • Experience delivering information technology, digital and/or software solutions in a highly regulated industry, Healthcare or Life Sciences is preferred
  • Experience using Platform as a Service (PaaS) and Software as a Service (SaaS) to deliver business and technology solutions is preferred
  • Experience with Agile software development methodology, including Scrum and or Kanban is required
  • Knowledge of and experience delivering technology solutions which meet Healthcare Privacy, Security and Quality Regulations such as HIPAA, HITrust and GxP is preferred
  • 10% domestic and/or international travel is required.Info Technology
104

Cbps Customer Engagement Team Manager Resume Examples & Samples

  • Diploma and above with at least 3 to 5 years of sales experience (preferred)
  • Experience in leading a team will be essential though not mandatory
  • Diploma and above
  • Good knowledge of Credit Payment Products
  • Analytical, strong appreciation on MIS and Trend Analysis
105

Customer Engagement Leader Resume Examples & Samples

  • Frame, size and assess opportunities
  • Identify key risk and success factors
  • Secure support and resources from leadership
  • Test and pilot new business opportunities
  • Commercialize and develop go-to-market strategies for successful ventures
  • Train customers on how to use new products and solutions and develop a train-the-trainer model for both Georgia-Pacific and customer staff
  • Drive product and system adoption through ongoing support and coaching
  • Observe, analyze and share insights to inform product and business model development
  • Execute actionable field research across a range of Georgia-Pacific pilot test sites
  • Conduct research that varies as needed in approach, scale, scope, timeframe, and methodology (including, but not limited to, ethnographic studies, in depth interviews, moderated/unmoderated usability tests and surveys)
  • Provide updates to senior leadership on a consistent basis regarding the project
  • Build strong partnerships with cross-functional teams
  • Utilize quantitative data to deliver in-depth, well-rounded insights
  • Work in a fast paced environment and have the ability to execute under pressure
  • Bachelor’s degree
  • 15 years of experience in either technology-enabled service business in an operations, training, train-the-trainer, research, or customer facing role
  • Must be willing and able to travel up to 80% of the time
  • Start-up and/or early stage technology or technology-enabled service business experience preferred
  • Experience training and onboarding customers using technology platforms i.e. POS, mobile, consumer devices/technology and applications (CX/UI/UX)
  • Bilingual (English & Spanish)
  • MS or MBA
106

Senior Customer Engagement Expert Resume Examples & Samples

  • Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts
  • Expand business process automation across the specific Line of business applications
  • Act as primary escalation point for cloud solutions for those accounts within their portfolio
  • 8+ years of experience in the following areas
107

Customer Engagement Service Manager Resume Examples & Samples

  • Key customer point of contact once stable-state criteria have been met and the customer has been successfully transitioned by the Customer Engagement Success Manager (CESM)
  • Key counterpart to Customer Engagement Success Manager who transitions the stable-state customer to the Cloud Success Service Associate
  • Maintenance of the customer’s IT calendar: Plan outages, request Cloud Project Lead (CPL)/Technical Landscape Owner (TLO) to enter events in OMP (= Solution Manager tool)
  • Manage the Customer’s Lifecycle Checklist: Manage daily customer status and actions (from weekly meetings), sync calls with CPL/Cloud Technical Consultant (CTC)/TLO for daily prioritization of tasks
  • Maintain Top Issues in Delivery Engagement Desk tool (DED): Ensure comments, rating, checkbox are up to date in ‘Top Issues’ (DED = Delivery Engagement Desk = SAP Business ONE tool)
  • Customer Data Validation: Validate with TLO after any planned downtime events, that SISM is properly updated (set to live status) (SISM = SAP In house System Manager)
  • Productive Early Watch Alert (EWA) reports: Check OMP for Red EWA reports for your landscape, discuss high-level actions – first with TLO, then with the customer
  • Problem Records / Root Cause Analysis (RCA): Send RCA incident reports for outages and review with customer
  • Status Reports: Generate status reports for Management on a regular basis (and on ad-hoc base if needed)
  • Other Reporting
  • IO reporting to ensure accuracy of all entries
  • Information for Daily work (Backup info, Infrastructure, Systems, Patching, Monitoring status)
  • SISM: Check entries for customer systems
  • Customer Change Request Handling
  • Problem Management
  • Incident Management
  • General knowledge of Cloud models
  • Equivalents in Business Administration (Trainee), Computer Science, Technical Engineering, Economics or related field
  • 6+ years professional experience in the same/similar industry
  • General Knowledge of Cloud models
  • English verbally and written
  • Customer focus / Networking / Relationship Building
  • Results-driven / Self-organized
  • Infrastructure know-how and technical understanding
  • High-level understanding Cloud business and SAP Cloud models / solutions / operation processes
  • Technical and application understanding for different cloud solutions (HEC & S/4 HANA)
  • High level understanding of escalation handling and procedures
108

Tech Customer Engagement Lead Resume Examples & Samples

  • Work with the account teams to identify the right customer executives for each Oracle corporate executive to engage with
  • Assist the account teams in developing an engagement plan to propose and for pre-scheduled location visits
  • Educate the sales teams on the executive engagement program
  • Help drive the engagement forward with action plans and communications and then track their progress
  • Establish reporting format and cadence to share executive engagement progress and impact
  • Organize and execute debrief calls with sales leads to drive improvements, gather feedback and identify new opportunities to support the business
  • Leading contributor individually and as a team member, providing direction and mentoring to others
  • 8 years relevant work experience. Marketing experience in the IT industry
  • Work is non-routine and very complex and involving the application of advanced business skills and independent judgement in area of customer engagement
  • Proven ability to manage budget, approval processes, resource allocations in terms of both people and money
  • Professional credentials in Marketing, Academic credentials desirable
  • Past experience working with executive level required (VP and above)
  • Microsoft Office Suite
109

Senior Business Intelligence Engineer Amazon Devices Customer Engagement Resume Examples & Samples

  • A Bachelor's degree in Economics, Math, Statistics or a related field is required
  • 7+ years of customer analytics experience
  • Ability to communicate and discuss analytical concepts in simple, general terms with business partners and in great detail with software development engineers
  • Experience building operational ML models
  • High attention to detail and proven ability to manage multiple, competing priorities simultaneously
  • Ability to change directions when presented new data
110

Senior Sde-devices Customer Engagement Resume Examples & Samples

  • A Bachelor's degree in Computer Science or a related field is required
  • 7+ years of software development experience
  • Knowledge of modern programming languages such as Java, C, C++, C#
  • Experience with distributed computing and highly scalable systems, including tools such as EMR/Hadoop
  • Experience with Redshift, Netezza, Greenplum, Vertica or other Massively Parallel Processing (MPP) database platforms as well as Map Reduce frameworks such as Hive/Hadoop
  • Ability to communicate and discuss software components in simple, general terms with business partners and in great detail with software development engineers
  • Track record of delivering results in a collaborative work environment
  • Composed, poised, and professional demeanor
  • Well-timed tenacity and conviction
111

Director of Customer Engagement Resume Examples & Samples

  • Providing leadership, guidance and training
  • Identifying training and professional development opportunities
  • Effectively staffing roles and identifying required skill sets of the technical team members
  • Lead, and manage a full service lifecycle organization capable of delivering highly performing services. Direct a team of analysts responsible for developing project business cases/requirements, and project managers responsible for executing initiative/service delivery
  • Develop and lead a new shared services organization that is focused on optimization and transformation of services which are aligned with the business goals. Will be responsible for providing leadership in directing strategy, operations, and service delivery of campus IT shared service initiatives across the FSA and Campus Residences business units. Work closely with the leadership of each business unit, the central IT organization, and governance committees to deliver a coherent vision across all IT shared service units
  • Lead and create information technology strategies, policies, and processes by evaluating organizational outcomes; identifying problems; evaluating trends; anticipating requirements for services. Develop service strategies in support of organizational and institutional objectives
  • Develop, maintain and provide key performance indicators, utilize ITSM and PPM to drive continuous service improvement and organizational transformation
  • Other duties or projects as assigned as appropriate to rank and department mission
112

Customer Engagement Approvals Leader Resume Examples & Samples

  • Flexible attitude and willingness to help other teams as required
  • Good communicator – written and verbal
  • Good organiser
  • Excellent customer service
  • Must have good customer service focus and be responsive to both internal and external customers
  • Strong communication, negotiation, and presentation skills
  • High degree of initiative and independent judgment; strong attention to detail
  • Strong interpersonal and relationship building skills
  • Experience of working in a customer-facing role
  • Experience of responding to customer enquiries by telephone and in writing
  • Educated to degree level or equivalent
  • Experience in handling customer complaints
  • An understanding of the UK examinations system
  • Experience in designing and delivering improvements to customer service processes
113

Customer Engagement Resume Examples & Samples

  • 1 – 10 years professional experience in a similar customer facing position
  • Proven experience in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings
  • Background in working in an international / global organization
  • University degree (completed or close to graduation)
  • Language Skills: English (advance/fluent written & spoken) and Spanish and/or Portuguese (native or fluent written and spoken)
  • Ability to effectively communicate to multiple levels within the Customer, Partner and SAP organizations
  • Good understanding of project management
114

Customer Engagement Associate Resume Examples & Samples

  • Fluent in English and German, written and spoken
  • Creative and resourceful self-starters with strong interpersonal skills who are eager learners
  • Relationship oriented possessing an aptitude for quickly creating and nurturing connections
  • Relevant projects that demonstrate your communication and interpersonal skills, as well as a strong work ethic that delivers high quality deliverables
115

Customer Engagement Mgr Resume Examples & Samples

  • Experience planning and delivering customer relationship management programs for a consumer brand using best in class strategies to deliver real positive business impact
  • Planning and delivery of customer segmentation strategies leveraging marketing insights and database analysis
  • Strong experience with both email, push and SMS communications
  • Management of the creative development of assets needed for eCRM programs, from initial briefing and agency management through to go live
  • Well versed in engagement campaign metrics with demonstrable ability to drive analysis and meaningful insight from available data
  • Commercial awareness in how marketing campaigns drive overall business KPIs
116

Customer Engagement Associate Resume Examples & Samples

  • Develop and implement account strategies and implementation plans for emerging customer accounts that further existing account adoption and identify new business opportunities within assigned accounts
  • Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives)
  • Facilitate quarterly Account Reviews with customer and Account team
  • Bachelors or Master’s degree in Business, Marketing, Communications, Sales or other relevant field of study
  • 0-2 years of experience, including internships, in sales, consulting, LOB, or Industry relevant experience
  • Fluent in English and local language, written and spoken
  • Strong communication skills including an aptitude and passion for public speaking
  • Possess a strong desire to work in a dynamic, fast paced organization
  • Relationship oriented possessing an aptitude for quickly creating and nurturing connections with others
  • Creative problem solver who is able to work independently as well as a team
  • Multi-lingual a plus
  • 0-2 years of experience in sales, consulting, support or other relevant customer centric role, including internships
  • Proven record of customer facing experience
  • Demonstrated knowledge of business processes and industry trends
  • Exposure or Experience to selling or delivery consulting services or managing complex customer engagements a plus
117

Customer Engagement Resume Examples & Samples

  • To organize customer event to support Consumer Banking Group business (TPC & Treasures acquisition & festive events)
  • To manage customer loyalty program, retention program for enhancing customer adherence
  • To facilitate collaborations across business units
  • To drive the testing & roll-out of different Customer Journeys
  • To source new partnerships to feed our ecosystem
  • To oversee the Customer Engagement team and ensure all client-facing events are running in a compliance way
  • To Implement relevant controls & measures for dealing with external partners
118

Director, External Customer Engagement Resume Examples & Samples

  • Development and implementation of a broad Customer Engagement planning framework for Global Medical Affairs worldwide that applies to all therapeutic areas and brands
  • Ensuring holistic engagement plans are in place & executed upon for all medical affair HQ and US Therapeutic Area Brands, and aligned with the GBT/IBT overall strategies including engagement with advisors, authors, investigators, formulary and guideline committee members, leaders of professional societies/patient advocacy organizations, and other key stakeholder groups partner closely with MSL Field Based leaders to ensure EE plans are being leveraged across HQ & US medical affair TAs
  • Lead HQ and US Medical Affair engagement platform, tools and processes including oversight of the design and maintenance of a holistic engagement platform resulting in comprehensive insight & engagement analysis pull through across medical affairs TAs
  • Oversee the holistic HQ and US TA brand medical insights collection and compilation, conduct analysis, and share findings across key stakeholders to inform, adjust, and refine medical plans and relevant solutions
  • Oversee team responsible for planning and execution of all Global/US advisory boards and medical education tactics ensuring strong collaboration and alignment with Global/US TA teams. Includes standards and processes for planning and execution of all tactics; financial management of tactics; effectively employing and coordinating all available resources and involved cross functional stakeholders; management of medical education content vendors; and integrating technology, innovation and digital approaches to tactics
  • Transform customer needs into successfully implemented solutions. Accountable for ensuring the GMA medical education and advisory board team delivers relevant, innovative, engaging, and balanced programs in cost efficient manner
  • Ensuring external engagement feedback, both field and non-field, are leveraged in the Medical Planning and Brand Planning processes, inclusive of scientific platform, gap analysis, insights and relevant medical solutions
  • Demonstrate organizational savvy and knowledge of various stakeholders interfacing with Medical Affairs. Build and maintain collaborative working relationships with key stakeholders. Communicate effectively with all levels of management, particularly senior leaders, in a highly professional manner
  • Ensure consistency in development and implementation of scientific platforms and communication strategy framework including tools and resources across portfolio to ensure consistency in scientific messages communicated to external audiences. Drive development and utilization of resources across functions. Accountable for ensuring framework and processes aligned to asset planning process such as strategic publication planning, medical planning
  • Oversee GMA Contract Operations function responsible for processing all non-HCP contracts, overall vendor management for GMA including maintaining preferred vendor network, author master agreements, invoice processes, financial management of publication vendors across all GMA HQ/US functions, metric report analysis to track execution of contracts and invoices
  • Responsible for development of GMA training curriculum, general on-boarding, leadership development learning platform/portals and ongoing strategy to enable the success of GMA teams globally
119

Customer Engagement Intern Resume Examples & Samples

  • Receive comprehensive customer service and product training in order to act as an expert for content, tools and features on FT.com
  • Execute outbound telephone calls to customers to fulfil daily call files
  • Test tactics to improve contact rates (numbers of successful contacts)
  • Gather and collate customer feedback and insight for the wider FT business
  • Can-do attitude
  • Passion for the Financial Times and news/media in general
  • Outgoing, customer centric approach
  • Willingness to learn
120

HBO Associate Manager, Customer Engagement Resume Examples & Samples

  • Own the design and evolution of our HBO NOW customer journeys across a variety of segments
  • Shape, test and optimize the HBO NOW trialist, paid and lapsed subscriber journeys, mitigating churn risk and increasing affinity
  • Manage the execution of our NOW and GO multi-channel messaging strategy across email, mobile messaging, paid media and other channels as appropriate
  • Partner with the Analytics team, other business groups, and third parties to identify actionable marketplace and customer insights
  • Leverage insights to develop sound, fact-based communications strategies to drive incremental ROI against business objectives
  • Partner with the rest of the Customer Engagement team to develop and continuously test and refine our multi-channel communication programs
  • Inject customer centric perspective into our messaging strategies and executions
  • Partner with Analytics to track ongoing performance and constantly optimize our marketing communications
  • Enhance our partner marketing programs
121

Senior Director, Digital Customer Engagement Resume Examples & Samples

  • Support VP, Digital Marketing to develop and subsequently collaborate on implementation of a digital customer engagement model, including, but not limited to
  • Minimum of eight (8) to ten (10) years’ experience in the field of pharmaceuticals or healthcare marketing
  • Minimum of five (5) years’ experience in Digital Promotion, Multichannel Marketing Strategy, and Media and Communications
  • Minimum of three (3) years’ experience in personnel / team management
  • Demonstrated ability to lead cross-functional, multi-level teams and influence at high levels
  • Ability to effectively and efficiently direct and manage agency partners
  • Experience in creating and pulling through robust digital strategies
  • Experience executing numerous digital, cross channel initiatives to drive brand performance (e.g. websites, media, mobile applications, applications, etc.)
  • Experience in working directly with digital partners to develop and execute initiatives (e.g. Google, third party media providers, social media community platforms, etc.)
  • Experience in launching Social Media initiatives, having worked with leading social agencies and sites (e.g. Facebook, Sermo, private communities etc.)
  • Demonstrated analytical and quantitative skills with the ability to use hard data and metrics to back up assumptions and develop business cases. Ability to clearly communicate data insights to others
  • Experience in guiding and integrating digital analytics and driving metrics based optimization
  • High attention to detail including proven ability to manage multiple, competing priorities simultaneously
  • Committed to learning and expanding professional and technical knowledge
  • Superior verbal and written communications skills
  • Familiarity with user experience design principles and experience with implementation
122

Customer Engagement Platform Associate Resume Examples & Samples

  • Aggregate and store data from multiple data sources and reports
  • Execute the development of aggregate, executive-level views and dashboards of outbound activity and key performance indicators to give a holistic view of the efforts across the Customer Engagement organization using pre-defined requirements
  • Meet with business partners to understand current reporting processes and procedures, as well as how the results are leveraged to make decisions day-to-day
  • Maintain developed and existing dashboards, ensuring refreshes are accurate, timely, and distributed consistently
  • Work closely with Performance Management Cast to retrieve and organize data, design and interpret statistical testing, and document developed solutions
  • Aid in the tracking and managing of Performance Management projects, both internally and in coordination with other departments/partners
  • Experience with SAS and/or SQL programming
  • Understanding of business KPIs, reporting metrics, and calculations
  • Familiarity with relational databases, statistical testing design and implementation, and measurement
  • Demonstrated strong organizational skills, including attention to detail, ability to manage time efficiently, and ability to develop, archive, and organize documentation
  • Demonstrated strong written and verbal communication skills
  • Familiarity with digital media business intelligence and reporting
  • Familiarity with database/CRM and/or digital marketing
  • Hands-on experience with Tableau
  • Bachelor's degree in business analytics, economics, business administration, computer science, mathematics, or equivalent
123

Heor Analyst Customer Engagement Resume Examples & Samples

  • Work and coordinate with Premier to get the customer IDs
  • Develop the procedure templates for Customer Analytics
  • Deliver the dashboard reports for Customer Analytics
  • Present and interpret results and findings
  • Fine-tune the analytics according to the feedbacks from field colleagues and/or from customers
  • Master's degree or working towards Master’s degree in health economics, epidemiology, biostatistics, statistics or related field
  • Outstanding ability to communicate technical information to both non-technical audiences; keen business acumen in understanding the needs from customers
  • Ability to work independently and collaboratively. May work extended or non-standard hours based on project needs and deadlines
  • Strong skills in data analytics, has project experience of working in a collaborative team/environment
  • Strong skills in graphic interfaces. Some experience handling large databases and knowledge of propensity score matching is desirable
  • One or more years of experience programing
  • Proficient in SAS and/or STATA
124

Senior AD, Customer Engagement Operations Resume Examples & Samples

  • Lead various multi-disciplinary matrix (sometimes global) teams to achieve project milestones and deliverables, including vendor and contracted resources
  • Develop Boehringer best practices and external industry lessons learned to inform the development of capabilities to support all franchises of the Human Pharma business”, and/or “Shape, drive, and maintain a platform roadmap for the enablement of Customer Engagement business capabilities across Commercial and Medical
  • Recommend resources, project teams and manage all associated resources, both financial and personnel, for the defined program/project, anticipating multi-phased / multiple year initiatives
  • Develop and manage project budgets. Propose the necessary funding for project initiatives, and be fiscally responsible for the corresponding project budget
  • Develops and drives adherence to, key milestones in partnership with the ICE team
  • Drive continuous process improvement (CPI) efforts to continue to evolve Customer Engagement Operations
  • Develop and implement a program plan to facilitate program status; shaping the new model; and drive and lead network transparency, cross-functional learning, and ICE Operations best practice sharing
  • Leads the evaluation and feasibility of operationalizing strategic commercial engagement changes which includes leading program management efforts that reflects priority projects, timing and high-level resource requirements. Works with Executive Director, Customer Business Solutions to prioritize and communicate to all stakeholders
  • Leading multiple efforts, including: Rep Orchestration projects; Data Integration efforts (publisher partners/Adobe interfaces); Driving issues escalation and resolution, including addressing data quality issues; Servicing a portfolio-wide process and issue management (e.g. automated opt-out management); Coordination of platform training; Provides coaching to Medical Customer Engagement team members
  • Lead applicable vendor management efforts including the development of SLAs. Partner with 3rd party vendors to align on deliverables and hold vendors accountable
  • Performs all Company business in accordance with all regulations (e.g. EEO, FDA, OSHA, PDMA, EPA, PhRMA, etc.) and Company policies and procedures. When violations are noted/observed they are to be immediately reported to management. Demonstrates high ethical and professional standards with all business contacts in order to main BIPI’s excellent reputation within the medical and pharmaceutical industries
  • PMP Certification and/or Lean Six Sigma Green Belt, Black Belt or Master Black Belt preferred but not required
  • Experience with BI Platforms preferred
125

Director Customer Engagement Resume Examples & Samples

  • Identifying issues that lead to poor satisfaction performance via direct observation, survey analysis, staff interview, patient focus groups/interviews and training
  • Identifying the key steps and process that are integral to improved service
  • Providing input and written recommendations to leaders regarding operations issues negatively impacting patient experience and necessary training
  • Identifying key staff to be involved with Operational Leads
  • Instilling in others a sense of importance regarding continuous improvement and personal influence
  • Participating in process improvement activities
  • Helping others to understand and adapt to organizational change
  • Demonstrating a desire to drive changes in a positive spirit of cooperation and collaboration with focus on customer needs/desires
  • Facilitating cost-effective management of resources
  • Ensuring that data is gathered and maintained according to established policies and procedures
  • Maintaining records, reports and files as required
  • Bachelor’s degree in a clinical or non-clinical field of study
  • Strong project management skills and the ability to lead and develop diverse teams
  • Demonstrates cross-functional leadership abilities; also demonstrates the ability to provide effective training and act as a facilitator
  • Ability to influence, motivate and energize others; negotiation skills
  • Strong time management, problem-solving, trouble-shooting and analytical skills
  • A high degree of customer sensitivity and acumen
  • Advanced computer skills (i.e. PowerPoint, Excel)
  • Ability to be a dynamic, flexible team player able to work productively in ambiguous and changing work environments. Also demonstrates a keen desire to continually learn and grow (and is motivated by successes)
  • Excellent communication skills (both verbal and written) that are necessary to communicate effectively at all levels of the organization
  • Excellent listening and presentation skills
  • Demonstrates knowledge of and a strong commitment to Health System’s mission and values and the organization’s goal of providing exceptional patient experiences
  • Background in customer satisfaction, organizational development and management within healthcare systems preferred
126

Manager, Customer Engagement Resume Examples & Samples

  • 5-7 years of experience in eCommerce or Digital Marketing. 3-5 years of experience managing websites, digital strategy
  • Experience with web analytics tools (Omniture, A/B Testing, data management platform)
  • Travel industry experience is a plus. Mobile commerce experience is a plus
  • Outstanding analytical skills. Strong experience interpreting real time data, test results & drawing conclusions
  • Experience leading consumer-facing digital strategies, innovation and deployment
  • Experience interfacing with a range of web site, mobile, tablet, creative design initiatives
  • Experience with business and functional requirements gathering, project scope and management, meeting facilitation, briefing and presentation of strategies and vision at the executive and cross-functional levels
  • Demonstrated strong business judgment and decision-making skills
  • Ability to identify, prioritize, and articulate highest impact initiatives
  • Ability to manage multiple projects in a fast-paced, deadline-driven environment. Proven ability to build consensus and work effectively within a cross-departmental team
127

Director Global Customer Engagement Resume Examples & Samples

  • Ideal candidate has functional Sales/customer-facing experience and exposure to the Executive Briefing process
  • Compelling track record of delivering customer success
  • Excellent interpersonal skills to build trusted relationships across internal groups and management levels; ability to effectively lead a team of sales consultants
  • Familiarity with Hitachi corporate strategy, Sales processes, technology strategy and competitive landscape
  • Excellent presentation and writing skills; must be able to articulate EBC strategy, technology and product positioning
  • Demonstrated project management and attention to detail with professionalism in demeanor; ability to think strategically and execute on tactics to drive impactful programs which advance the business
  • Strong multi-tasking skills and ability to move forward and drive impact through ambiguity
  • Strong program management skills, vendor/agency management experience, and budget management
  • Bachelor's degree (B.S./B.A.) is required
  • 10+ years in Sales and/or Marketing is strongly preferred
  • 10+years in People management of 10+ member organization is ideal
128

Customer Engagement Resume Examples & Samples

  • Accountability
  • Innovation
  • Integrity
  • Respond to technical and service inquiries within department SLAs
  • Foster a close relationship with the global Customer Engagement team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately
  • Utilize CRM systems to log and track all communications related to customer inquiries
  • Support self-service initiatives by contributing content for customer-facing and internal Knowledgebase(s)
  • Develop and support custom product solutions for individual accounts
  • Proactively communicate with customers to introduce new features and functionality, and maintain custom solutions
  • Lead on-boarding activities for new customer accounts
  • Collaborate closely with the sales team to support new business and customer retention efforts
  • Apply company values to maintain team goals, a collaborative environment, and to meet all service levels
  • Test upcoming software releases and provide feedback to development/technology teams
  • Participate on cross-functional teams to prepare the global support team to support new products and services
  • Serve as a mentor to new team members
  • Attend conferences to provide support to sales, marketing, and our customer base
  • 2+ years diagnosing and resolving software problems
  • Strong track record in customer service
  • Well organized, self-motivated, and able to prioritize a high workload
  • Flexible and supportive approach to team work
  • Articulate, well presented and comfortable in front of customers, peers and executive teams
  • Exposure to or Knowledge of medical software technology/information
  • Prefer some professional experience in a STM (Science, Technical, or Medical) Publishing company or knowledge of how publishing works in these verticals
  • General knowledge of Internet technologies/protocols such as HTTP, HTML, XML, XLS, Java
  • Some familiarity with authentication and firewalls
  • Basic understanding of some UNIX commands (Not required – we can teach you this!)
  • General knowledge of Open URL, or z39.50 or Web Services (Not required – we can teach you this!)
  • Preferred: Degree level in Library Sciences
  • Experiencing supporting mobile device solutions (primarily on the iPad)
  • Spanish and Portuguese business language skills are preferred, but not required
129

VP, Customer Engagement Resume Examples & Samples

  • Customer acquisition strategy, both physical and digital
  • CRM and customer engagement
  • Loyalty marketing
  • Direct marketing
  • Retailer relations
130

Customer Engagement Leader Resume Examples & Samples

  • Set program goals and partner with PR, marketing, and sales to achieve these
  • Develop and implement new ways to attract and promote customer stories to build a robust customer reference pipeline worldwide
  • Build and maintain customer relationships to help drive awareness and sales for Amazon Web Services; identify and map customers into the most strategic referencing and marketing activities
  • Evangelize the customer references program with internal and external stakeholders
  • Establish and manage program goals and develop new ways of measuring success
  • 8 - 12 years of marketing, customer success, or public relations experience, with at least 6 of those years spent working in technology
  • Excellent written and oral communications skills in English
  • Team player who is willing to roll up their sleeves to get the job done
  • Technology PR or marketing experience required, preferably related to cloud computing
  • Creativity and bias for action
  • Proven success working collaboratively across teams
  • Strong program and project management skills
  • Experience with Microsoft SharePoint, Salesforce.com, or other content and project management tools
  • A strategic way of thinking and strong hands-on mentality
  • Data-driven, with a special affinity for analyses and reporting
  • A great deal of personal initiative, creativity, decisiveness and team spirit
  • Experience with social media platforms
  • Ability to drive new ideas forward
  • Multilingual business writing and editing skills
131

VP, Customer Engagement Resume Examples & Samples

  • Create a site roadmap to lead the organization from current state to industry leadership for site features and functionality which improves the buying experience and conversion. This includes site navigation, content development, checkout and promotional capabilities
  • Create intense focus on conversion and engagement metrics, continuously analyzing web traffic patterns to perform routine and ad hoc analyses to inform business decisions & optimization opportunities
  • Partner closely with the merchant and marketing teams toidentify potential site design changes and channel initiatives, driving execution of key strategies and iterative improvements and measuring success after implementation
  • Foster best practices in proactively optimizing product presentations, enhancing the digital shopping experience, and creating effective merchandising and promotional strategies by channel
  • Optimize search and navigation through website through onsite search and product attribution, partner with marketing to maximize merchandising opportunities in paid marketing, SEO, email and social media
  • Develop a site testing and optimization plan: Design, run and analyze A/B, funnel and other tests to improve customer experience and optimize merchandising programs
  • Continually review competitive websites, marketplace sellers and industry leaders to evaluate trends, new tactics and tools to translate findings into plans to test and/or consider for implementation. Provide expertise on industry best practices
  • Act as a relentless customer advocate with an undeterred focus on delivering a world-class online store experience, driving change by communication of customer insights to stakeholders across the company, becoming the evangelist for our customers’ digital experience
  • Optimize page designs across CPO’s websites, providing direction on content needs and updates, product recommendations and taxonomy of product links
  • Develop & drive content improvement initiatives for sites and marketplaces to maximize conversion and identify required capabilities to improve content targeting/personalization for future
  • Proven business skills and demonstrated ability to understand eCommerce technology, business performance and identifying opportunities for growth
  • Collaborate successfully with cross-functional partners to manage all aspects of the eCommerce business
  • Demonstrates ability to work collaboratively across multi-functional teams and with partners across all levels of the organization, with proven track record of building positive relationships with internal stakeholders and external customers to drive initiatives to successful completion
  • Gathers and analyzes the most critical information needed to understand problems, making sure to consider broad company and customer implications
  • Develops realistic plans (e.g., action steps, timelines) to accomplish objectives by prioritizing and balancing time, actions, resources, and initiatives to ensure achievement of critical goals
  • Possesses strong communication skills with the ability to communicate effectively with internal & external end users, traditional Marketing & IT teams, and leadership
  • Continually searches for ways to improve the customer experience, ensuring that customer feedback and insights are leveraged to identify improvement opportunities
  • Ability to be comfortable with a degree of ambiguity as definition of the changes necessary to grow and changes to the current experience to the next level are identified
  • Performs other related duties, tasks and responsibilities as required, assigned and directed
  • Requires a Bachelor’s degree or equivalent in business administration and 10+ years relevant experience in ecommerce, digital marketing, or mobile based businesses. MBA preferred
  • Demonstrated leadership and management skills with ability to set direction and follow through with team members
  • Prior sales/merchandising experience in consumer retail/ecommerce or catalog, with detailed knowledge of mobile, B2C and/or B2B eCommerce, call center, and retail selling processes preferred
  • Experience running and optimizing large scale business programs, specifically large ecommerce projects, and developing strategies to increase customer lifetime value is preferred
  • Past experience managing both topline and bottom line business results, with full P&L management experience preferred
  • Excellent product sensibility and ability to merchandise site in a visually appealing way
  • Detailed knowledge selling in marketplaces such as Amazon and Ebay preferred
  • Proficiency in web architectures, e-commerce & supporting technologies, and sophisticated analytics
  • Experience in project management, planning, and process improvement, as well as problem analysis and resolution experience at both a strategic and functional level is preferred
  • Excellent analytical, quantitative, financial and problem solving skills with an interest in working with data. Google Analytics or Omniture experience preferred
  • Experience hiring, managing, developing and leading a team of people who consistently hit their objectives preferred. At CPO, we believe that great employees are the greatest competitive advantage
132

Customer Engagement Associate Resume Examples & Samples

  • Proven customer service/support experience
  • Ability to work with a team, work closely with mentor during training period
  • Ability to listen to customer
  • Provide friendly and confident service to customer
  • Ability to multi-task utilizing multiple online applications
  • Critical thinking skills in order to customize the resolution of customer issues
  • Detail-oriented
  • Ability to prioritize workload
  • Excellent follow-up skills
  • Professional customer relationship
  • Excellent written and verbal communication skills (Written test required during interview process)
  • Strong communication
  • Ability to remain composed during difficult interactions with customers
  • Ability to receive constructive feedback and implement recommendations
133

Senior Director, Customer Engagement Resume Examples & Samples

  • A minimum of seven (7) years of professional experience
  • A minimum of four (4) years of managerial or supervisory experience
  • Must have contract closing skills, prospecting skills, and complex negotiation skills
  • Must have a good understanding of the hotel customers and clients
  • Ability to travel as required (50%)
  • A minimum of ten (10) years of professional experience
  • A minimum of six (6) years of managerial or supervisory experience
  • CPM, CPSM or CHA certification
134

Director, Digital Customer Engagement Resume Examples & Samples

  • A Bachelors’ degree is required, advanced degree preferred
  • Minimum of three (3) to five (5) years’ experience in the field of pharmaceuticals or healthcare marketing
  • Minimum of two (2) years’ experience in consumer focused Digital Promotion, Multichannel Marketing Strategy, and Media and Communications
  • Deep understanding of, and hands on experience with, development of social programs in pharmaceutical or healthcare marketing including demonstrated ability to develop a robust social strategy and develop/pull-through operationally
  • Demonstrated ability to operate and influence within a matrix’ed environment
  • Experience in creating and pulling through patient-focused digital strategies, including those in the social media channel
  • Demonstrated ability to dive deep in understanding the product, our customers, and the competitive landscape
  • Strong project leadership skills
  • High attention to detail including proven ability to manage multiple, competing priorities simultaneously; ability to rigorously prioritize
  • Ability to think strategically and execute methodically
  • Exhibits strong solution oriented approach
  • Experience in brand marketing and/or in agency environment
  • Experience in pharmaceutical product launches
  • First hand exposure to or experience with field sales teams
  • Experience with sales and marketing automation platforms (e.g. Marketo, Adobe, Siebel, salesforce.com)
135

Customer Engagement Associate Resume Examples & Samples

  • Provide direct customer support and technical support to users of web-based educational products
  • Provide direct customer support via phone and email
  • Customers include instructors, teachers, administrators, students, parents, and fellow employees
136

Customer & Engagement Stakeholder Manager Resume Examples & Samples

  • Proven account management or other relevant experience within the energy industry
  • Demonstrated ability to communicate, present, negotiate and influence credibly and effectively at all levels of the organisation, within a highly technical and competitive environment
  • Proven ability to manage multiple projects and priorities at a time while paying strict attention to detail
  • Tight organisational and time management skills
  • Confident team player, with great commercial awareness and attention to detail
  • Discretion in dealing with a range of individuals including senior directors
  • Ability to justify a business need for an action
  • Experience in handling confidential and sensitive issues
137

Customer Engagement Expert Resume Examples & Samples

  • Defining the roles and responsibilities of the Feature CEEs (Customer Engagement Experts)
  • Develop a best practice for the CEE along the customers lifecycle
  • Assess and define a development curriculum for the Feature CEE Team
  • Act as role model for the Feature CEE Team
  • Ensure continuous value realization checkpoints post sales to ensure adoption and renewal success
  • Orchestrate and manage the relation to other LoBs to ensure success for the CEE Team
  • Ensure empowerment of the team with best practices around soft skills, account management, solution knowledge, industry expertise etc
  • Manage 3-5 top accounts to lead the feature team by examples and Best Practices
  • De-Escalation of critical customer situations
  • Consolidate feedback of the CEEs to identify product and process improvements
  • Proactive Customer Lifecycle Management by developing a trusted advisor relationships to ensure that a customer realizes value by adopting the SAP Hybris solutions by aligning all activities with the customer’s business case and strategy
  • Onboard new customers and ensure release readiness in a continuous way
  • Own and manage engagement plans to ensure customer satisfaction and renewal
  • Monitor data on usage, adoption, satisfaction surveys and other customer data to provide a comprehensive view of customers and actively guide customer to drive adoption
  • Identify growth opportunities and collaborate with sales teams to ensure customer growth
  • Manage customer references to support and allow new sales opportunities
  • Advocate critical product enhancements and issue resolutions for assigned customers to Product Management, Expert Services, Consulting and Support
  • Support user group and other customer events within the region
  • University degree Economics, Business Information Technology, Informatics or similar degree
  • Excellent product know how on SAP Hybris product suite with a focus on the cloud solutions
  • In depth CRM and/or commerce project know how
  • Executive presence (internal and external)
  • Fluent in German and English (written and spoken), other languages are a plus
  • Minimum of 10 years of experience working with external clients (consulting, account management, or project experience) either within an SAP cloud solution and/or industry based
138

Director, Digital Customer Engagement Resume Examples & Samples

  • Fully integrate and collaborate with product team to understand and contribute to brand strategy and based on key opportunities, develop digital customer engagement strategy across product teams for HCP customers, including
  • Minimum of five (2) years’ experience in Digital Promotion, Multichannel Marketing Strategy, and Media and Communications
  • Experience in creating and pulling through digital strategies
139

Watson Customer Engagement Mexico Leader Resume Examples & Samples

  • Responsible of Watson Customer Engagement Mexico unit, including sales, commercial and resource management activities
  • Develop comprehensive business propositions allowing differentiation and unique experiences according each client strategy
  • Manage P&L and productivity of the entire unit
  • Understand buyer personas, market trends, and expected revenue flow
  • Generate leads through a mix of marketing efforts, developed for specific market needs and maturity
  • Develop and implement integrated go-to-market plans and tactics that reach country targets
  • Collaborate with Business Partners to reach new Clients and create value proposals that supports Client’s digital transformation
  • Own relationship at C-levels (CMOs, COOs, different LOBs Executives)
  • IBMers applicants must be Band 09/10s (ELPs/BTLs preferred)
  • Digital Marketing Experience is required (Sales, Commerce & Delivery)
  • Knowledge on delivery capabilities of Digital Marketing services and Cloud services
  • IT Industry experience
  • Experience with C-level
  • Leadership - At least 5 years of experience leading teams
  • Innovative and curious person
  • Strong influencing and relationship skills
  • Basic Financial skills
  • Fluent in English and Spanish languages. Basics in Portuguese is preferred
140

Customer Engagement Associate Resume Examples & Samples

  • Identify and support account research needed to drive multi-level selling plan. Liaise with Sales and directly with Customers to agree schedule of meetings, dates, timings and logistics
  • Work closely and effectively with the CEO and SVP International to keep them well informed of upcoming commitments and responsibilities
  • Work with the Regional Sales Managers and Directors to build a clear and documented understanding of our engagement strategies for each account. Research and develop an executive stakeholder list within the customer base that aligns with this strategy
  • Agree measures of success and document progress against the plan making it available and visible across the EMEA Leadership team
  • Gather and document comprehensive feedback of meetings including agreed actions. Own communication of all actions to stakeholders and drive through to close. Where necessary or applicable attend meetings, take minutes and set up or coordinate dinners, events and other meeting requirements
  • 3 – 5 years’ experience
  • Prior experience in enterprise software preferable
  • Understanding of the Challenger Sales methodology preferable
  • Strong organisational skills that reflect ability to perform and prioritise multiple tasks seamlessly with excellent attention to detail
  • Very strong interpersonal skills and the ability to build relationships with stakeholders and senior customers inside and outside the organisation
  • Expert level written and verbal communication skills
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability
  • Emotional maturity
  • Highly resourceful team-player, with the ability to also be extremely effective independently
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment
  • Forward looking thinker, who actively seeks opportunities and proposes solutions
  • Computer proficiency in Microsoft Office (Word, PowerPoint, Excel) and social collaboration skills (e.g. LinkedIn, Twitter and Google Analytics)
  • Fluency in French, German or Italian preferred
141

Technical Customer Engagement Engineer Resume Examples & Samples

  • Work in cross components for the Ariba cloud that include all products of Ariba
  • Master the art of the application deployment/design and understand the impact of deployment for large enterprises
  • You will be member of the core SAP Ariba Critical Customer Engagement team
  • Work on solving critical, cross topic, mission critical issues for all Ariba customers
  • Work from technology/application perspective to bring in end-end business process capabilities and ensure successful running of customer’s business
  • Work with our feature customers to ensure innovation/product adoption and sustainability
  • Work with engineering, operations and support organizations to drive critical topics of customers and ensure successful and timely delivery
  • Bachelor's in computer science or equivalent work experience
  • 6-10 years of development experience developing production grade software
  • Strong programming skills, as well as the ability to read and code review complex code bases written by others
  • Ability to work independently and take on ownership of large projects in a very dynamic and adaptive environment
  • Excellent coding skills in Java/J2EE
  • Hands on experience with at least one scripting language (JavaScript pref)
  • Good Database concepts and experience with at least 1 database technology (ie SQL or NoSQL)
  • Hands on experience in troubleshooting, analyzing, debugging complex problems
  • Hands on experience looking at end-end business process
  • Experience on usage Integration services (REST/ODATA/SOAP services) mandatory
  • Good knowledge of the java application performance tuning
  • Hands on experience with performance scripts/tools preferred (Loadrunner, JMeter etc)
  • Experience working on cloud (on-demand) software
142

Premier Customer Engagement Resume Examples & Samples

  • Delivering the customer communication strategy for Premier customers across the UK
  • Developing a market leading end to end customer experience across all channels
  • Enabling the bank to meet its ambition to become the 'go-to' bank
  • Achieving business targets from a customer and commercial perspective
  • Being a champion for the customer, and understanding the best method with which to communicate with them
  • Providing creative and innovative thinking around defining ideas to support meeting the needs of customers
  • Expertise with writing customer-facing copy and creating clear communications
  • The ability to lead working groups to deliver projects across the organisation
  • A proven track-record of challenging the status quo, and successfully designing and implementing change programmes or processes
  • A detailed insight into prevailing customer expectations and practices
  • Online Assessment: We'll then ask you to complete an online assessment exercise which we will send to you via email. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail
  • Application Review: We will review your application along with your responses to the online assessment exercise. Depending on the type of role you are applying for, we may contact you to arrange a brief telephone interview to discuss your experience in more detail
  • Interview: If your application is progressed, we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot
  • Outcome: We will keep you updated throughout the process. If you attend an interview, we'll be in touch within five working days of all interviews being completed to advise you of the outcome
143

Director, Ciem Customer Engagement Resume Examples & Samples

  • Develop regular consumer insights and provide a framework to guide a strategic discussion about
  • Develop strategies to increase retention of profitable customers
  • Analyze business intelligence, marketing channel effectiveness, customer lifetime value, customer
  • At least 6 years in Direct Marketing, Analytics, CRM/Database and/or Online Marketing; minimum of
  • 3 years in a leadership role
  • Well-versed in all aspects of business intelligence, marketing analytics & retail analytics
  • Prior strategic planning experience
  • Demonstrated management skills, exemplary analytical capabilities
  • Proven ability to mentor and develop staff
  • Analytical or Marketing role within a Retail company a plus
144

Customer Engagement Associate Resume Examples & Samples

  • 3 years customer experience preferred
  • Pursues work with energy, drive, and a strong accomplishment orientation
  • Ability to work across organisational structures including Finance, Corporate IT, Sales, Marketing, etc
  • Ability to diffuse conflict, negotiate, and improve internal and external relationships
  • Self-motivated and able to thrive in a fast-paced and customer-focused environment
  • Presents information effectively and persuasively across communication settings
  • Good negotiation skills
  • Be creative at problem solving
  • Be customer focused
  • Demonstrates attention to detail in work tasks
  • Organised and able to meet deadlines
  • Capable of managing and prioritising both everyday details and broad level, longer term responsibilities
  • Shows respect for all team members and is a positive contributor to the team focussing on goal accomplishment
145

Head of Digital & Customer Engagement Resume Examples & Samples

  • Develop, own and PUSH AIG Korea's Digital Marketing Strategy in alignment with country financial and customer centricity goals
  • Create, manage, and implement digital marketing solutions and digital capabilities to support distribution of products and services, and be the digital marketing practice industry leader and disruptor
  • Own the achievement of digital marketing, engagement and experience targets and agreed KPIs, maximizing effectiveness and efficiency of digital marketing initiatives
  • Drive and ensure management of end-to-end digital marketing operations discipline that leverages digital marketing, processes and technology best practices to become a digital disruptor; focused on increasing customer market share & retention
  • Collaborate with Insight and Analytics teams to develop targeted digital campaigns, improve digital content & experience, optimize customer value, and ultimately deliver on digital financial goals e.g., Segmentation, Customer Journey Mapping, Data Analytics, etc
  • Collaborate with country and regional teams to enhance digital marketing tools and capabilities based on cross-sharing of best practices
  • Ensure governance standards for campaign & marketing operations are aligned and well-managed
  • Manage and inspire external partners in the development of digital marketing and engagement initiatives
  • Work closely with peer functions i.e., Direct Marketing, Telesales, Corporate Communications, Operations, etc. teams to incept and amplify digital marketing efforts to pursue business goals
  • Continuously monitor and develop digital solutions to promote self-servicing and other digital-automated solutions across all customer sales and servicing related touch points, including a focus on digital retention programs & campaigns
  • 10+ years work experience with extensive understanding of Digital Marketing and Business Development / Operations practices
  • Experience and working knowledge managing financial aspects of the business including budgeting, sales revenue, direct and indirect expenses and portfolio management
  • Demonstrated ability and collaborative skills to function as a digital leader within a cross-functional organization. 
  • Early adaptor / visionary with demonstrated ability to adapt digital marketing tactics in response to market & industry developments
  • Experienced in the management of integrated marketing and cross-discipline marketing concepts from creation to execution
  • Solid understanding of the digital marketing including web, mobile, content management, media, and advertising
  • Strong interest in digital marketing, data analytics, and data-driven business performance management
  • Highly developed analytical, communication and presentation skills, interpersonal skills, and the ability to work collaborate with technical and non-technical business groups across the organization
  • High degree of professional confidence and credibility with effective presence, strong written and verbal communication skills, able to communicate concepts and plans that resonates with internal target audience at all levels
  • Ability to lead team through leveraging internal and external assets including Insight and Analytics
  • Mature and proven track record in working independently and collaboratively with minimal guidance
  • An outcome-driven, creative thinker with an innovative bent to business solutions and problem solving
  • Strong knowledge of competitor or “best in class” functionality and a keen ability to prioritize tasks to deliver quick yet meaningful results
  • Insurance and/or financial institution experience highly desired
146

Customer Engagement Liaison Resume Examples & Samples

  • Work onsite and remotely in collaboration with customers, Sales, Pathology IT and other associated business partners to successful onboard new Pathology customers
  • Train new Pathology customers on EndoChoice Pathology procedures and processes to ensure a successful transition and enduring customer relationship
  • Support the coordination and management of resources between customer, EndoChoice IT and 3rd party vendor to aid in ERW or EMR integration
  • Provide support to all pathology accounts, to include daily customer support and pathology troubleshooting as needed
  • Lead efforts to document work instructions for customer engagement and onboarding procedures
  • Conduct special projects as assigned by the Director of Customer Operations
  • 3+ years of project management experience
  • Successful track record of exceptional customer service both internally and externally
  • Ability to prioritize workflow in order to manage multiple tasks
  • Pro-active and customer-focused approach to problem-solving
  • Proficiency with business software tools such as Microsoft Excel, Word and Power Point
  • Experience in working with a CRM system
147

Head of Customer Engagement Resume Examples & Samples

  • Lead formulation of a robust customer engagement strategy which includes data driven approach for customer clustering and segmentation with sequential nurturing programs using various online marketing channels
  • Drive sales from marketing programs under the responsibility, while providing engaging customer communication programs at a scale
  • Innovate the way we communicate with our customers in Japan for not just current managed marketing channels but future engagement platforms in multi-device, multi-channel, and multi-modal touchpoints. Work closely with Consumer Marketing Platform team overseas in designing, planning, and launching new features/programs based on Japan specific requirements
  • Enhance customer experience by improving customer targeting scheme with highly personalized contents in state-of-the-art precision and accuracy. Work closely with Consumer Marketing Analytics team overseas in planning, customizing, and launching new targeting features/algorithms based on Japan specific requirements
  • Help Amazon meet or exceed goals in sales, profitability, new customers, and sign up volume for various customer benefit programs
  • Develop strong relationships and work collaboratively with the product category leadership to achieve shared goals. Maximize opportunities identified through collaboration with product category teams
  • Work with Consumer Marketing finance team to pursue further upside opportunities
  • Work closely with technology teams worldwide, in areas of Consumer Marketing, Mobile, and Website Platform. Make sure the company’s infrastructure, architecture, and site features support and enhance the effectiveness of Consumer Marketing team’s programs
  • Proactively share and learn worldwide best practices, to mutually help among worldwide marketing teams and achieve goals
  • An MBA or equivalent masters degree is a plus
148

Director of Digital Customer Engagement Resume Examples & Samples

  • Brilliant Engagement – Entertainment & Sport, Loyalty & Retention
  • New Sales to existing customers - Cross-sell and Upgrade
  • Best in Class Welcome - Onboarding, Migration and General Customer Communications (Mandatory)
  • Driving customer growth - Prepaid recharge strategy and engagement communications
  • Engaging Soho Micro Customer Communications
  • Transformation: Driving digital transformation across the DCE portfolio, utilizing cutting edge technologies to deliver improved experiences and improve business practices
149

Customer Engagement Leader Resume Examples & Samples

  • Extensive marketing, customer success, or public relations experience, with at least 3 of those years spent working in technology
  • Excellent written and oral communications skills in English and at least one other European language
  • Multilingual business writing and editing skills are a plus; fluency in German or French preferred