Engagement Manager

All Lines Technology is looking for an Engagement Manager to join the growing Customer Success team. In this role, you will be the friendly face and trusted partner for our clients, helping to build and nurture lasting relationships. As their go-to contact, your mission is to ensure our clients feel valued and delighted with our services. With a dedicated portfolio of customers ranging across multiple different industries and needs, having a strong focus on detail and organization is necessary. Our customers are the top priority within Engagement, as we work directly with customer retention, making technical environmental recommendations and trend analysis, and fostering a strong business relationship alongside a dedicated team.  Experience in sales and/or customer service is an asset in this position.  
 
Responsibilities: 

• Create and manage customer profiles including but not limited to scheduling, documentation, agreement statuses, and customer feedback 

• Manage customer interactions and relationship building with support staff, managers, and c-level executives. 

• Lead efforts and implement customer programs establishing rapport via workflows within ticketing system, customer management plans, and interactive dashboards 

• Enforce satisfaction, ticket handling, and communication targets for an assigned portfolio of customers 

• Work alongside a dedicated team to analyze customer technical environment needs and trends 

• Foster positive relationships with our customers as their primary point of contact 

• Collaboration with project management to track overall health of projects 

• Collaboration with all internal departments to ensure the highest level of services for our customers  

Qualifications: 

• 1-2 years of experience in customer service or IT related field 

• High school degree required, Bachelor's degree in IT or Business preferred 

• Ability to handle incoming customer feedback, triage high priority communications, coordinate internal teams to expedite customer needs 

• Ability to communicate effectively with clients with professionalism and efficiency 

• Proficiency in Microsoft product suite including Word, Excel, and PowerPoint required 

• Experience with Microsoft Teams preferred 

• Ability to quickly solve problems and think outside of the box for customer needs 

• Strong focus on attention to detail and maintaining positivity when handling customer escalations and communicating internally