Engagement Lead

Overview: The Engagement Lead will be responsible for driving strategic client engagement, ensuring high levels of customer satisfaction, and aligning account performance with Codvo’s business objectives. This role serves as a key liaison between clients and internal teams, advocating for client needs while identifying opportunities for growth and service improvement. The Engagement Lead plays a critical role in maintaining strong relationships, overseeing governance, and supporting revenue goals through proactive account management.
US Time zone (6:30 PM to 3:30 AM IST)
Key Responsibilities: • Lead engagement strategy and execution across assigned client accounts, acting as the primary point of contact. • Ensure timely delivery of Engagement Performance Goals (EPG), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) assessments. • Oversee the accuracy and completeness of client documentation, including NDAs, SOWs, and MSAs. • Represent the voice of the customer internally, sharing feedback and insights to inform product and service enhancements. • Build and maintain strong client relationships through regular communication and issue resolution. • Develop and implement strategies to improve customer satisfaction and retention, aligned with revenue and growth targets. • Identify upsell and cross-sell opportunities within existing accounts based on evolving client needs. • Conduct governance meetings and performance reviews with clients and internal stakeholders. • Collaborate with delivery and support teams to ensure seamless execution and continuous improvement. • Support conflict resolution and contribute to client success and long-term partnerships. • Participate in onboarding processes and maintain detailed records of client interactions to support engagement continuity.
Qualifications: • bachelor’s degree in technology, business, or a related field. • Minimum 4 years of experience in client engagement, account management, or customer success roles. • Proven ability to manage multiple high-value accounts and drive strategic outcomes. • Strong communication and relationship-building skills. • Proficiency in CRM tools and engagement tracking systems. • Excellent organizational and time management abilities. • Ability to work collaboratively across teams and adapt to changing client priorities. • Willingness to work in the US Time zone (6:30 PM to 3:30 AM IST).

Work arrangement
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