Sr. Engagement Manager

Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

We are looking for a Senior Engagement Manager who will:

• You will report to the Senior Manager of Implementation and will play a pivotal role in orchestrating and delivering exceptional customer experiences for our clients by supporting an array of projects across our Strategic portfolio and being the cornerstone of our customers onboarding experience.
• You will be responsible for prescriptively leading and managing implementations aimed at optimizing customer and employee experiences that drive business benefits to our customers.
• Build and maintain strong relationships with clients, understanding their needs, objectives, and challenges.
• Oversee the implementation of CX solutions and technologies, coordinating with internal teams and external partners to ensure successful deployment.
• Collaborate with clients to develop comprehensive CX strategies, leveraging industry best practices and innovative approaches to meet business objectives.
• Lead cross-functional teams in the planning, execution, and delivery of CX initiatives, ensuring alignment with client expectations and project goals.
• Communicate project updates, milestones, and results effectively to stakeholders at all levels, providing transparency and driving engagement.
• Identify and mitigate risks associated with CX projects, proactively addressing issues to minimize impact on project timelines and deliverables.
• Track and measure the effectiveness of CX initiatives, monitoring key performance indicators (KPIs) and adjusting as necessary to optimize outcomes.
• Drive continuous improvement initiatives within the CX function, identifying opportunities for innovation and enhancement to deliver superior customer experiences.

Is this opportunity right for you? We are looking for candidates with:

• Bachelor’s degree in computer science or information systems/technology, or equivalent experience
• Proficiency in English in a business environment.
• Minimum of 5 years of experience at a SaaS technology company or consulting firm in similar or client-facing roles.
• 5+ years successfully delivering complex projects and driving tangible business results.
• Provide client-facing experience in a technical or project management role.

Knowledge, Skills and Abilities:

• Deep understanding of customer experience principles, methodologies, and best practices, with a focus on driving customer satisfaction and loyalty.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.
• Proven leadership abilities, with experience in leading cross-functional teams and driving collaboration towards common goals.
• Experience with Contact Center operations, Telephony Network, Secure File transfer protocols, and IVR systems is a plus.
• Demonstrated ability to research and resolve problems successfully using a variety of resources and tools, exceptional analytical skills.
• Technically proficient in order to properly explain technical tasks to non-technical stakeholders.
• Proficiency in project management tools and methodologies (e.g., Agile, Scrum) and CRM systems.

Our Guiding Principles:

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

Be bold in the way