Client Engagement Manager

2 weeks ago

Singapore KINETIC INNOVATION PTE. LTD. Full time

**About Us**:
Kinetic is founded by a team with deep financial services experience and with backing from some of the world’s leading Venture Capital investors. Kinetic's mission is to accelerate global commerce by removing friction between payments companies and their merchants.

We believe diverse teams win. We have built a collaborative, flexible and supportive culture where everyone can thrive.

**The Role**:
We are seeking a highly motivated and experienced Client Engagement Manager to join our dynamic team. As a Client Engagement Manager, you will play a crucial role in building and maintaining strong relationships with our largest customers globally. You will serve as a trusted advisor, ensuring the successful utilization of our product and driving customer satisfaction. Your exceptional communication, problem-solving, and relationship-building skills will be key to your success in this role.

**Responsibilities**:
**Relationship Building and Strategic Guidance**:

- Develop and nurture strong relationships with our largest customers globally, acting as their primary point of contact and trusted advisor.
- Collaborate with customers to understand their business goals, objectives, and challenges, and provide strategic guidance and support.

**Customer Engagement and Issue Resolution**:

- Proactively identify opportunities to drive customer engagement, adoption, and utilization of our product.
- Conduct regular check-ins and meetings with customers to address their questions, concerns, and feedback, ensuring timely and satisfactory resolution.

**Cross-Functional Collaboration and Onboarding Support**:

- Work closely with cross-functional teams, including founders, product management, and technical support, to ensure a seamless customer experience and successful implementation of our solutions
- Assist in the technical implementation and onboarding of customers, coordinating with the technical team
- Act as an advocate for customers within the company, relaying their feedback, needs, and requirements to relevant teams

**Performance Tracking and Customer Insights**:

- Collaborate with customers to define and track key performance indicators (KPIs) and success metrics, providing regular reports and insights.
- Conduct business reviews with customers to assess their satisfaction levels, identify areas for improvement, and make recommendations for enhancing their experience.
- Stay up to date with industry trends, market developments, and competitor activities to provide customers with relevant insights and recommendations.

**Skills and Qualifications**:

- Excellent communication skills, both written and verbal, with the ability to effectively engage and influence customers at various levels of their organization.
- Strong problem-solving skills, with the ability to analyze complex situations, identify solutions, and drive successful outcomes.
- Exceptional relationship-building skills, with the ability to establish trust and credibility with customers.
- Analytical mindset, with the ability to analyze data, extract insights, and make data-driven recommendations.
- Leadership skills, with the ability to take ownership of customer relationships and guide them towards achieving their goals.
- Attention to detail, ensuring accuracy in all customer interactions and documentation.
- Proactive and self-motivated, with the ability to work independently and prioritize tasks effectively.
- Previous experience in a similar client-facing role, preferably in a B2B SaaS company, is highly desirable.

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