Client Engagement Strategist

Zeomega Infotech; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Zeomega Infotech in Bengaluru seeks a seasoned Client Engagement Lead to manage strategic enterprise relationships, translate client objectives into delivery plans, and drive service excellence across multiple teams.

You will coordinate Product, Engineering, Operations, Support, and Project Management to meet milestones, monitor KPIs, and improve satisfaction. Strong communication and leadership are essential.

Job description

Role & responsibilities :

Client Relationship Management

• Serve as the primary point of contact for assigned clients, building trusted and long-term relationships.
• Understand client business objectives, operational challenges, and service expectations.
• Conduct regular client meetings, business reviews, and engagement sessions to assess satisfaction and identify improvement opportunities.
• Proactively communicate project updates, risks, dependencies, and key milestones to clients.
• Ensure timely follow-up on client requests and maintain high standards of service excellence.

Client Engagement and Delivery Coordination

• Coordinate with internal teams, including Product, Engineering, Operations, Support, and Project Management, to ensure timely delivery of client commitments.
• Translate client requirements into actionable tasks and communicate expectations clearly to relevant stakeholders.
• Monitor engagement progress, service deliverables, and agreed-upon performance metrics.
• Facilitate client onboarding, implementation activities, product demonstrations, training, and knowledge-transfer sessions as required.
• Identify delivery risks and work with relevant teams to develop mitigation plans.

Issue Resolution and Escalation Management

• Act as the escalation point for complex client concerns, service issues, and delivery challenges.
• Drive root-cause analysis and coordinate corrective and preventive actions.
• Ensure issues are tracked, prioritized, and resolved within agreed timelines and service-level agreements (SLAs).
• Maintain transparent communication with clients throughout the resolution process.
• Identify recurring issues and recommend process improvements to prevent future occurrences.

Client Satisfaction and Business Growth

• Monitor client satisfaction, engagement health, retention indicators, and service performance.
• Identify opportunities for account expansion, cross-functional collaboration, and additional service adoption.
• Partner with account management and business development teams to support client retention and growth initiatives.
• Gather client feedback and share actionable insights with Product and Engineering teams.
• Drive initiatives that improve the overall client experience and strengthen client loyalty.

Leadership and Process Improvement

• Provide guidance and mentorship to client engagement team members.
• Establish consistent engagement practices, communication standards, and reporting mechanisms.
• Develop and maintain client engagement plans, action trackers, risk logs, and performance reports.
• Identify opportunities to streamline workflows, improve operational efficiency, and enhance service delivery.
• Support the development of best practices, playbooks, and standard operating procedures for client engagement.

Preferred candidate profile

• Bachelor's degree in Business Administration, Management, Healthcare, Information Technology, or a related discipline.
• 6-8 years of relevant experience in client engagement, client services, account management, customer success, or service delivery.
• Demonstrated experience managing enterprise clients and coordinating cross-functional teams.
• Strong understanding of client relationship management, stakeholder communication, and escalation management.
• Experience tracking service-level agreements, key performance indicators (KPIs), and client satisfaction metrics.
• Proven ability to manage multiple priorities, resolve complex issues, and deliver results within defined timelines.
• Excellent verbal and written communication, presentation, negotiation, and interpersonal skills.

Preferred Skills

• Experience working with enterprise software, SaaS products, technology services, or healthcare technology organizations.
• Familiarity with CRM and client management platforms such as Salesforce, Microsoft Dynamics, or similar tools.
• Knowledge of project management methodologies, service management processes, and continuous improvement practices.
• Experience preparing executive-level presentations, client reports, business reviews, and engagement dashboards.
• Strong analytical, organizational, and decision-making abilities.
• Ability to work with senior stakeholders and manage client expectations in a dynamic environment.