Customer Engagement Manager-Karachi

Full job description

DEngage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.
We are looking for a Customer Engagement Manager, who will be responsible for retaining and growing existing customers by building a value based relationship with them. The ideal candidate for this customer-facing role is to assist clients with their digital marketing efforts by owning a portfolio of existing accounts and take full responsibility for their success, retention and growth. The Customer Engagement Manager will provide efficient client liaison and project management abilities to deliver on client requirements and will actively consult clients regarding D-Engage product & services.

Key Responsibilities:

• Customer Onboarding: Guide new customers through the onboarding process, ensuring they are successfully set up and educated on our platform’s features and capabilities.
• Relationship Management: Establish and maintain strong, trust-based relationships with customers, becoming a trusted advisor.
• Customer Health Monitoring: Proactively monitor the health of customer accounts, using data and feedback to identify areas for improvement or risks to retention.
• Issue Resolution: Address customer inquiries, concerns, and issues in a timely manner, working cross-functionally with support, product, and engineering teams when necessary.
• Training and Education: Conduct training sessions, webinars, and workshops to help customers fully utilize the software.
• Renewals & Upselling: Drive customer retention through regular check-ins, helping identify opportunities for upselling or cross-selling additional features or services.
• Customer Advocacy: Represent customer feedback internally, collaborating with product teams to ensure customer needs are addressed in future updates or features.
• Metrics and Reporting: Track customer satisfaction, product usage, and overall health metrics, providing actionable insights to the leadership team.
• Churn Prevention: Develop and execute strategies to prevent churn, ensuring customer success and satisfaction remains a priority.

Requirements Must have qualifications:

• Proven Minimum 3 years of experience as a Customer Success Manager, Account Manager, or similar role in a SaaS environment.
• Strong understanding of SaaS business models and customer success principles.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
• Ability to analyze customer data, identify trends, and proactively offer solutions.
• Familiarity with customer success tools (e.g., Gainsight, Zendesk, Salesforce).
• Problem-solving mindset with the ability to navigate complex customer issues.
• Strong organizational and multitasking skills with a focus on details.
• Bachelor's degree in Business, Marketing, or related field (preferred).