Role Overview

The Engagement Manager Customer Success is responsible for delivering exceptional customer experiences

while driving business growth through a sales-through-service approach. This role acts as a relationship

manager for assigned customers, ensuring long-term engagement, satisfaction, and value realization while

identifying opportunities for upselling and cross-selling.

Key Responsibilities

Customer Assistance:

Respond to customer queries, requests, and concerns through multiple channels, including phone,

email, chat, and other support platforms in a timely and professional manner.

Issue Resolution:

Troubleshoot, analyze, and resolve customer issues effectively. Escalate complex or unresolved issues

to higher-level support or relevant teams when required.

Sales Through Service:

Identify opportunities to promote relevant products, services, upgrades, or renewals during customer

interactions while ensuring a consultative and value-driven approach.

Customer Relationship Management:

Act as a dedicated relationship manager for assigned customers, building strong, long-term

relationships and serving as a trusted point of contact throughout the customer lifecycle.

Documentation & CRM Management:

Accurately document customer interactions, issues, resolutions, follow-ups, and sales-related

activities in the CRM system.

Product & Service Knowledge:

Maintain a strong understanding of company products, services, processes, and policies to provide

accurate and consistent information to customers.

Escalation Management:

Identify critical issues, prioritize them appropriately, and ensure prompt escalation to internal

stakeholders to achieve timely resolution.

Customer Follow-Up:

Proactively follow up with customers to confirm issue resolution, adoption, and overall satisfaction.

Feedback Collection & Reporting:

Gather customer feedback, identify recurring issues or trends, and share insights with management

to support continuous improvement of services and customer experience.

Cross-Functional Collaboration:

Work closely with internal teams such as Technical Support, Sales, and Operations to ensure seamless

customer experiences and achievement of customer and business objectives.

Educational & Experience Requirements

Education:

Bachelors Degree from a recognized institution.

Experience:

Previous experience in a customer support, customer success, or related role is an added advantage.

Customer Service Executive