Sr Client Engagement Specialist - PCC

·        Provides high level oversight and strategic direction for large Enterprise clients.

·        Helps mentor and train the Client Engagement Specialists.

·        Ensures exceptional service delivery and execution for complex, enterprise accounts, ensuring that procedures, processes, data collection and reporting are all executed in a timely and             precise manner.

·        Builds and maintains strong client engagement through:

·        Frequent interactions with sales and services verticals

·        Acting as the voice of the client or customer.

·        Monitoring key account health metrics and internal SOP compliance

·        Answering all sales inquiries within established SLAs

·        Handling account administration and overseeing operational activities within the facility

·        Ensuring customer or client escalations and concerns are proactively addressed, and that root cause analysis is conducted for non-performance

·        Developing program strategies that support customer or client satisfaction and loyalty

·        Providing proactive recommendations for continuous improvement.

·        Advising on infrastructure requirements and improvements needed to meet evolving client needs.

·        Collaborates with analytics team on customer or client data and their trends for optimizing implementation, execution, and the client experience. Assesses health of account,        OSAT and client lifetime value.

·        Influences Senior leadership on prioritizing most impactful improvements and investments to retain and grow their customer portfolio.