Customer Engagement Manager | Job Description

Key Responsibilities: What Does a Customer Engagement Manager Do?

Customer engagement managers represent a customer-facing role responsible for handling customer interactions on behalf of the company. Their focus is on creating engaging conversations, serving customer interests, and increasing product/feature usage.

Engagement managers typically serve as an ally to tech-touch or high-touch customers throughout their interactions with the company’s products and services. In low-touch situations, they typically shift to broader tactics for the entire customer base (or specific segments).

Customer engagement managers can be part of the broader customer success team or function as a separate role. However, their attributions fall firmly within the realm of customer success. Customer engagement managers often implement proactive engagement strategies aimed at reducing churn, which is a core function of customer success.

Customer engagement managers are often compared with customer enablement managers – the two functions are similar in most of their tasks, but the focus is slightly different, as the former focuses on increasing engagement while the latter focuses on delivering customer outcomes. More on the comparison between the two in our table further down in the article.

Key Responsibilities:

• Overseeing and engaging with customers on their journey from onboarding to retention.
• Nurturing customer relationships, building rapport, and turning key accounts into long-term customers and fruitful business connections.
• Analyzing customer interactions and assisting customers whenever they require help.
• Leading customer meetings, discussing customer goals, and optimizing communication between the customer and the company.
• Ensuring the company understands customers’ desired outcomes and eliminating/reducing any customer service gaps.
• Understanding customer context, overseeing goals, and providing product information to best serve those goals.
• Assisting in customer education and working with the onboarding team to drive adoption and ensure customers feel seen and listened to during their journey.
• Focusing on customer engagement rate as their north-star metric in order to improve customer relationships and drive loyalty.
• Overseeing customer experience across all their touchpoints and suggesting any potential improvements.

Customer engagement

Here are the necessary skills to be a good Customer Engagement Manager:

• Minimum 3 years of experience in customer service, customer success, or customer engagement – with proven experience in customer communications. Customer success or service courses/training can be a big plus.
• Advanced emotional intelligence and empathy skills.
• Expert-level communication skills and the ability to hold complex customer conversations and act as the point of contact for the customer in relation to the company.
• Strong customer engagement and goal-driven mindset backed by expert customer service skills.
• Ability to de-escalate customer service issues and work with the customer towards resolution.
• Advanced IT&C knowledge and capabilities, and the ability to learn new software tools on the job.