An engagement manager job description requires and individual who is willing and able to work with clients committedly in order to resolve issues. These individuals can work with the public face to face, but most of the people who have this job title work in customer service-based call centers.
The engagement manager is the individual who is ultimately responsible for determining the wants or needs of a client and then working diligently—and often through multiple channels—to deliver those wants and needs.
Essential Duties and Responsibilities of an Engagement Manager
•Exceeds client expectation by anticipating needs and working to resolve potential issues before they become problematic.
•Utilizes various forms of tools and technology to deliver an unprecedented client experience.
•Maintains contact with all of the members of a team who are dedicated to providing client satisfaction in order to ensure that goals are being met.
•Ensures that client expectations are continuously met by those responsible for providing customer service.
•Implements and enforces program practices that set proper expectations with clients and then delivers on those expectations.
•Takes over escalated telephone calls to work toward issue resolution with the client.
•Follows up with clients once action has been taken to ensure that all issues were resolved.
•Documents escalations and issues for future review.
•Manages the team of individuals responsible for providing customer satisfaction to ensure that everyone is fulfilling his or her role as expected.
Required Knowledge, Skills and Abilities
•Displays the ability to negotiate effectively in order to come up with amicable resolutions.
•Shows excellent verbal and written communication skills; enunciates clearly and firmly while being empathetic to the needs of the client.
•Possesses computer skills and the ability to learn how to use proprietary software, particularly if employed in a call center.
•Understands how to operate complex telephone equipment, transfer calls and place callers on hold effectively.
•Possesses a professional and pleasant demeanor.
•Proves that he or she can execute projects on time and within a budget as required.
Education and Experience
While there is no formal education required to be an engagement manager outside of a high school diploma or GED, many employers seek individuals who have had some college education in customer service, finance, business management or a related field. Candidates should have ample customer service experience whether in retail or a call center setting, and at least some sales experience is often preferred.
Engagement managers work in climate-controlled office settings, but some may be required to travel in order to meet with clients. Those who work in call centers often work with a team rather than independently, but some may be assigned to particular clients. In most cases, they work traditional 40-hour, five-day workweeks; those who are assigned to very large or highly important clients may be on-call around the clock.
An engagement manager salary averages around $80,000 per year in the United States. Those who work for large corporate clients often work more hours and have more demands, so they earn the highest salaries. Conversely, those who work in call centers earn the least since there are no travel requirements and they work fewer hours. Some companies pay their engagement managers bonuses for outstanding performance, as well.