Customer Engagement Manager at AJUA (Formerly mSurvey)

Key Responsibilities:

• Identify and understand the learning needs of customers, stakeholders and prospective customers whilst ensuring to collate input from all relevant functions of the business such as customer success, projects, sales, partnerships and marketing.
• Design both customised and generic programs for specific customers and stakeholder groups.
• Develop annual and program specific budgets to support roll out of engagement training programs and other activities.
• Develop and implement an annual corporate engagement training calendar.
• Assess the quantitative and qualitative return on investment and preparing monthly, quarterly and annual reports on the same.
• Develop and maintain crucial learning and corporate engagement relationships with clients, internal customers and other stakeholders.
• Team up with Sales, Customer Success and Partnerships to pitch and sell training programs to customers.
• Create and execute conferences and other events in partnership with Sales,Customer Success, Partnerships, Marketing and other functions.
• Liaise with Marketing for public relations, media management, case study development and online presence.
• Any other duty as may be assigned from time to time.

Scope

• Budget Responsibility: No
• Key interface relationships (internal and external): All employees, Clients, Agency and Contractors
• Number of employees managed: None

Essential Requirements

• Relevant university degree from a reputable institution.
• 6 years of experience in account management and relationship management.
• Experience in Sales will be an added advantage.
• Experienced in customer service / customer experience.
• Must demonstrate customer obsession and passion for service.
• Strong analytical skills with the ability to translate data into insights.
• Training experience required
• Ability to generate quality reports for the clients.
• Self-driven and proactive nature.
• Highly organized and ability to multitask.
• Experience working with cross-functional teams.
• Excellent communication and interpersonal skills.
• High computer literacy and the ability to learn new software.
• Knowledge in customer success processes.