Manager Of Client Engagement

Chennai, India

About the Job:

The Manager of Client Engagement is responsible for leading and managing a team of Client Solutions Specialists and/or Team Leads within the Marketing Services division. The role involves overseeing day-to-day operations, ensuring world-class account management support to partners and their clients, and developing structures that support the designated service level within the division. The ideal candidate will have a strong background in account management, team leadership, and digital marketing, with a passion for driving client satisfaction, growth, and retention.

Your Impact:

Team Leadership & Development:

• Led a team of Client Solutions Specialists and/or Team Leads, conducting daily standups, weekly 1-on-1s, and overseeing daily performance through utilization and Zendesk.
• Provide ongoing mentorship and training to support team members, ensuring their development aligns with the needs of all service levels.
• Report on team development and performance and provide feedback to senior management.
• Provide effective coaching and mentorship, empowering team members and supporting their career development.

Client Engagement & Account Management:

• Work closely with the team, partners, and their SMBs to deliver top-level support, ensuring every interaction from the team meets or exceeds expectations.
• Take ownership of client issues, facilitating resolution via email, phone, and video calls, and managing escalations as required.
• Ensure delivery timelines are met for all projects associated with the services ordered, working closely with fulfillment managers.

Process Improvement & Strategy:

• Assist with administrative functions to drive process improvements and techniques, including developing automated processes leveraging platform technologies.
• Collaborate on the strategy and vision for the client engagement service level, contributing to growth and retention efforts for partners and local businesses.
• Analyze statistics, and KPIs, and compile accurate reports to inform decision-making and strategy adjustments.

Cross-functional Collaboration:

• Collaborate with sales teams on new opportunities and retention strategies, participating in meetings via in-person or virtual platforms.
• Communicate and cooperate effectively on a cross-functional level, valuing and managing accountability across the organization.

Operational Excellence:

• Manage the utilization of the client engagement team, ensuring up-to-date information on the capacity of team members.
• Contribute to managing a hiring pipeline, collaborating with senior managers and the VP of Client Engagement to ensure team growth and stability within budget constraints.

What you bring to the table:

• 5+ experience in leading a customer-facing team focused on efficiency, customer satisfaction, growth, and retention.
• Strong knowledge of digital marketing products such as websites, paid search and social, reputation management, and listings claiming.
• Experience in account management with North American customers/accounts.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills with the ability to motivate employees.
• Ability to transfer skills to other employees through training and mentoring.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, and phone systems.
• Ability to manage multiple projects simultaneously with a sense of urgency, while remaining calm under pressure.

Preferred/Plus:

• Experience in web design, usability, and content optimization.
• Proficiency with WordPress and experience with Adobe Creative Suite (Photoshop, InDesign).
• Knowledge of the digital advertising industry, with the ability to speak to campaign performance and navigate platforms such as Google/Bing Paid Search Ads, Facebook/Meta Ads, Amazon Ads, etc.
• Experience managing the performance of digital advertising campaigns on platforms like Facebook, Google/Bing, YouTube, Display Network, and LinkedIn.
• Call Center Management experience

About Vendasta:

So what do we actually do? Vendasta is a SaaS company composed of a company of global brands, including MatchCraft, Yesware, and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Canada, Boston and Boca Raton, Florida, United States and Chennai, India.

Perks:

• Benefits: health insurance
• Paid time off
• Training & Career Development: Professional development plans, leadership workshops, mentorship programs, and more!
• Free Snacks, hot beverages, and catered lunches on Fridays
• Culture - comprised of our core values: Drive, Innovation, Respect, and Agility
• Night Shift Premium
• Stock options
• Provident Fund