at CSG International in Chicago, Illinois, United States
Job Description
Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.We are looking for a Senior Engagement Manager who will:
- You will report to the Senior Manager of Implementation and will play a pivotal role in orchestrating and delivering exceptional customer experiences for our clients by owning the program management for assigned Strategic Portfolio accounts, ensuring that client objectives are met and that we're consistently adding value through our solutions.
- Build and maintain strong relationships with clients, understanding their needs, objectives, and challenges.
- Oversee the implementation of multiple medium to complex CX solutions and technologies, coordinating with internal teams and external partners to ensure successful deployment.
- Collaborate with clients to develop comprehensive CX strategies, leveraging industry best practices and innovative approaches to meet business objectives.
- Lead cross-functional teams in the planning, execution, and delivery of CX initiatives, ensuring alignment with client expectations and project goals.
- Communicate project updates, milestones, and results effectively to stakeholders at all levels, providing transparency and driving engagement.
- Identify and mitigate risks associated with CX projects, proactively addressing issues to minimize impact on project timelines and deliverables.
- Track and measure the effectiveness of CX initiatives, monitoring key performance indicators (KPIs) and adjusting as necessary to optimize outcomes.
- Drive continuous improvement initiatives within the CX function, identifying opportunities for innovation and enhancement to deliver superior customer experiences.
Is this opportunity right for you? We are looking for candidates with:
- Bachelor's degree in computer science or information systems/technology, or equivalent experience
- Proficiency in English in a business environment.
- Minimum of 5 years of experience at a SaaS technology company or consulting firm in similar or client-facing roles.
- 5+ years successfully delivering complex projects and driving tangible business results.
- Provide client-facing experience in a technical or project management role.
Knowledge, Skills and Abilities:
- Deep understanding of customer experience principles, methodologies, and best practices, with a focus on driving customer satisfaction and loyalty.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.
- Strong presentation skills, with the ability to clearly convey complex information to diverse audiences.
- Proven ability to handle difficult conversations with clients and internal teams, resolving issues effectively and maintaining positive relationships.
- Proven leadership abilities, with experience in leading cross-functional teams and driving collaboration towards common goals.
- Experience with Contact Center operations, Telephony Network, Secure File transfer protocols, and IVR systems is a plus.
- Demonstrated ability to research and resolve complex problems successfully using a variety of resources and tools, exceptional analytical skills.
- Technically proficient in order to properly explain technical tasks to non-technical stakeholders.
- Proficiency in project management tools and methodologies (e.g., Agile, Scrum) and CRM systems.
Our Guiding Principles:
Impact
Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.
Integrity
Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are.
Inspiration
Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
CSGer Perks & Benefits:
- Work from Home, in-office, or hybrid.
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
- And so much more!
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Our Story
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use, and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.
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Position Pay Range:
This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$95,532.13-$152,851.41
This role is eligible for a bonus opportunity.
Location(s):
United States Remote To view full details and how to apply, please login or create a Job Seeker account
