What does a customer engagement manager do?
A customer engagement manager is responsible for building positive relationships with clients by serving as their primary point of contact. Their responsibilities revolve around responding to inquiries and concerns, assisting clients in various services, determining opportunities to offer and sell products, and processing payments, all while ensuring their adherence to contracts and agreements. They must also produce progress reports, prepare presentations, handle calls and correspondence, and generate new leads. Furthermore, as a manager, it is essential to lead and encourage the team while implementing the company's policies and regulations.
Customer engagement manager responsibilities
Here are examples of responsibilities from real customer engagement manager resumes:
- Advise clients on the most effective approach to achieve the highest ROI base on their goals.
- Lead all aspects of program including technology integration, communications, training, compliance, and vendor SLA development.
- Project manage numerous data center migration engagements for migrating clients from internal infrastructure to manage hosting solutions.
- Provide delivery oversight of strategic accounts, programs and projects while managing divisional portfolio through monitoring of profitability and performance.
- Interface with key stakeholders to forecast and produce strategic logistics plans to shorten the delivery/shipping cycle.
- Use advance analytics, CRM data and business/marketing intelligence to increase response rates that demonstrate compelling ROI.
- Execute and update forecasting, market analysis, product and customer development, order management, and logistics.
- Provide monthly and quarterly business reviews with key clients to understand future projects and capacity planning needs in their cloud enviroments.
- Conduct monthly infrastructure incident reporting reviews developing metrics and summary executive reporting base on incidents occur.
- Develop detailed data analysis, architecture and generate the detailed conceptual/logical DW environment in support of cash forecast variance spreadsheets.
- Manage partner relationship with EMC and develop go-to-market strategies.
Customer engagement manager skills and personality traits
We calculated that 88% of Customer Engagement Managers are proficient in PET, Direct Reports, and Project Management. They’re also known for soft skills such as Customer-service skills, Analytical skills, and Communication skills.
We break down the percentage of Customer Engagement Managers that have these skills listed on their resume here:
- PET, 88%
Assist customers in finding and selecting products at a retail store focused on pet related merchandise.
- Direct Reports, 5%
Managed a team of 3 senior, experienced direct reports in the U.S. plus one dotted line report in the UK.
- Project Management, 1%
Completed Project Management program with Boston University.
- Customer Satisfaction, 1%
Instituted change management control processes which reduced incidences of client technology infrastructure downtime, leading to dramatic improvements in customer satisfaction.
- Digital Marketing, 1%
Supported New Business initiatives for digital marketing opportunities.
- Cloud, 0%
Managed implementation of proof of concept for Cloud initiative including integration into Remedy for approval management.
Most customer engagement managers use their skills in "pet," "direct reports," and "project management" to do their jobs. You can find more detail on essential customer engagement manager responsibilities here:
Customer-service skills. One of the key soft skills for a customer engagement manager to have is customer-service skills. You can see how this relates to what customer engagement managers do because "when helping to make a sale, sales managers must listen and respond to the customer’s needs." Additionally, a customer engagement manager resume shows how customer engagement managers use customer-service skills: "assist customers in finding and selecting products at a retail store focused on pet related merchandise. "
Analytical skills. Another essential skill to perform customer engagement manager duties is analytical skills. Customer engagement managers responsibilities require that "sales managers must collect and interpret complex data to target the most promising geographic areas and demographic groups, and determine the most effective sales strategies." Customer engagement managers also use analytical skills in their role according to a real resume snippet: "use advanced analytics, crm data and business/marketing intelligence to increase response rates that demonstrate compelling roi. "
Communication skills. This is an important skill for customer engagement managers to perform their duties. For an example of how customer engagement manager responsibilities depend on this skill, consider that "sales managers need to work with colleagues and customers, so they must be able to communicate clearly." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a customer engagement manager: "used excellent communication, problem solving, project management and relationship building skills to drive successful customer outcomes. ".
Leadership skills. customer engagement manager responsibilities often require "leadership skills." The duties that rely on this skill are shown by the fact that "sales managers must be able to evaluate how their sales staff performs and must develop strategies for meeting sales goals." This resume example shows what customer engagement managers do with leadership skills on a typical day: "joined as customer support, promoted rapidly to increasingly responsible position based on strong client satisfaction skills and leadership performance. "
The three companies that hire the most customer engagement managers are:
- PetSmart2,132 customer engagement managers jobs
- Pwc66 customer engagement managers jobs
- Stoneridge Software53 customer engagement managers jobs
Compare different customer engagement managers
Customer engagement manager vs. Project coordinator
Project coordinators act as the liaising body between different departments involved in a specific project. They are members of the group assigned to work together for special projects or undertakings that will benefit the organization. Project coordinators join meetings of the special committee, from planning to evaluation. They take notes and jot down action plans. They ensure that the committee members assigned to do specific tasks are doing so. They also guarantee project success by ensuring that the people involved in the project are working well together.
These skill sets are where the common ground ends though. The responsibilities of a customer engagement manager are more likely to require skills like "pet," "direct reports," "customer satisfaction," and "digital marketing." On the other hand, a job as a project coordinator requires skills like "powerpoint," "data entry," "purchase orders," and "project coordination." As you can see, what employees do in each career varies considerably.
Project coordinators really shine in the finance industry with an average salary of $61,667. Comparatively, customer engagement managers tend to make the most money in the technology industry with an average salary of $104,801.project coordinators tend to reach lower levels of education than customer engagement managers. In fact, project coordinators are 6.6% less likely to graduate with a Master's Degree and 0.5% more likely to have a Doctoral Degree.Customer engagement manager vs. Client service supervisor
A client service supervisor oversees and spearheads the efforts put into providing an efficient service to clients. They are primarily in charge of managing a company's client service team, monitoring their progress to ensure a smooth workflow and client satisfaction. Their responsibilities include setting goals and objectives, overseeing budgets and schedules, developing strategies to optimize operations, and assisting staff in complicated situations. Above all, a client service supervisor must address issues and concerns, resolving them promptly and efficiently while adhering to the company's policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer engagement manager responsibilities are more likely to require skills like "project management," "digital marketing," "cloud," and "business objectives." Meanwhile, a client service supervisor has duties that require skills in areas such as "background checks," "cash handling," "client orders," and "patients." These differences highlight just how different the day-to-day in each role looks.
Client service supervisors may earn a lower salary than customer engagement managers, but client service supervisors earn the most pay in the media industry with an average salary of $61,731. On the other hand, customer engagement managers receive higher pay in the technology industry, where they earn an average salary of $104,801.In general, client service supervisors achieve lower levels of education than customer engagement managers. They're 11.4% less likely to obtain a Master's Degree while being 0.5% less likely to earn a Doctoral Degree.Customer engagement manager vs. Account manager and customer service manager
A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer engagement manager resumes include skills like "pet," "direct reports," "project management," and "digital marketing," whereas an account manager and customer service manager is more likely to list skills in "account management," "purchase orders," "vendor invoices," and "payroll. "
Most account manager and customer service managers achieve a lower degree level compared to customer engagement managers. For example, they're 13.8% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Customer engagement manager vs. Customer service director
Types of customer engagement manager
Updated January 8, 2025
