qode.world · 20 hours ago
Client Engagement Lead
New York, New York, United States
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expqode.world is focused on enhancing customer engagement and retention strategies. The Client Engagement Lead will develop and maintain relationships with top-tier customers, ensuring satisfaction and strategic alignment with their needs while coordinating efforts across the organization.
Artificial Intelligence (AI)Human ResourcesInformation Technology
Responsibilities
Develop, foster, and maintain broad relationships with customer accounts:
Liaison between company leadership and client or prospect. Serves as the client’s/ prospect’s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary. Responsible for managing, tracking, and closing all client issues
Ensure effective communication with clients regarding all critical product and optimization program elements. Communicate any client needs/ideas for future development to meet client’s requirements and expectations
Review ongoing client data to manage and monitor edit savings and identify potential problems with overrides, revenue, alignment with budget or invoicing
Maintain critical customer data in the Customer Relationship Management (CRM) database as required
Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings. This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively
Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements and attitudes
Synthesize and articulate key findings as appropriate for operations, sales, finance, and product development and executive audiences using sound financial and market analysis. Proactively present strategic recommendations
Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support
Report weekly to SVP, Client Services on overall client satisfaction levels, new client issues, unresolved client matters and customer requested needs
Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars and responding to RFPs
Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives
Complete all responsibilities as outlined on annual Performance Plan
Complete all special projects and other duties as assigned
Must be able to perform duties with or without reasonable accommodation
Qualification
Required
B.S. or M.B.A. in Business Administration or related degree
Strong working knowledge of Banking industry business is required
Senior executive with proven experience in growing and developing business in the Banking Technology space with strong competencies in strategic planning, operations, marketing, product management, and business planning
Must have at least 10 years of experience in the Banking industry with strong presentation skills, customer (internal/external) problem diagnostics and solution design, tactical scheduling, strong contract knowledge, a Demonstrated ability to maintain high level of ethics
Experience in Banking operations, Digital Banking preferably in Credit Cards, Retail Banking, Business Banking and Payments
Excellent communicator and leader who is results-oriented and diplomatically assertive
Requires ability to synthesize and utilize data, mentor staff, and be a successful team builder
Establish professional relationships at all levels of key client organization, including C-level executives, vice presidents and department managers
Understand client's strategic objectives and assist client in positioning Incedo's products into their long terms goals
General understanding of working with software programs and client systems
Strong customer engagement skills required with ability to establish and maintain multi-level customer relationships key to fully understanding client goals
Willingness/availability to travel as required
Strong interpersonal skills required
Able to anticipate, identify and resolve simple to complex problems
Proactive individual with strong troubleshooting skills
Strong written and oral communication skills required
Demonstrated ability to multitask in a fast-paced environment
Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, Outlook
Company
qode.world
SaaS, AI Agent in Recruitment, HR Tech
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase