Customer Engagement Specialist

JOB DESCRIPTION

Commend Americas is Hiring: Customer Engagement Specialist

Commend Americas is seeking a highly organized, proactive, and relationship driven Customer Engagement Specialist to lead our account growth and retention initiatives. You will be the primary connection point between our brand and our clients, building trust, driving renewals, and creating engagement strategies that turn steady accounts into consistent, higher value partnerships.

Reporting to the VP of Operations, you will manage everything from relationship building and contract renewals to internal coordination and customer advocacy. If you love building relationships and using customer insight to drive growth, this role is for you.

Responsibilities

Account Development and Relationship Building

• Cultivate relationships with lower spending clients, understanding their needs and finding ways to increase their engagement with our products and services.
• Identify and implement strategies to transform these accounts into more consistent and higher spending clients by showcasing our value and impact.
• Act as a trusted advisor to clients, positioning our solutions as essential to their ongoing success and growth.

Contract Management and Renewals

• Monitor account contracts, ensuring timely renewals and continuity of service.
• Proactively reach out to clients well in advance of contract expiration to discuss renewals, changes, and any additional services that may enhance their experience.
• Work collaboratively with the sales and finance teams to align on renewal terms and deliver tailored, value driven proposals.

Client Engagement and Communication

• Develop and execute regular engagement plans to maintain a high level of communication with clients.
• Host check in meetings and review sessions to update clients on new features, services, or opportunities that could enhance their experience.

Internal Coordination and Issue Management

• Serve as a central point of contact within the company for assigned accounts, coordinating all customer inquiries, requests, and service needs.
• Collaborate closely with service and engineering teams to manage requests, ensuring timely, high quality solutions that meet customer expectations.
• Maintain detailed account records, tracking customer interactions and engagement activities in the CRM to support a seamless experience across departments.
• Support the account management team with customer contacts and proposals when needed.

Customer Advocacy and Strategic Growth

• Represent the voice of the customer within the company, advocating for their needs and helping to shape product development and service offerings.
• Identify growth opportunities within accounts and develop account plans to drive cross sell and upsell opportunities.
• Monitor and report on key account metrics, working with management to assess the success of engagement strategies and inform strategic decisions.

Qualifications

• 5 years of sales or account management experience.

Why Commend Americas

At Commend, we believe connection builds confidence. Our technology keeps people safe, secure, and informed, and our customer engagement team plays a key role in bringing that story to life. Join a growing organization where relationships meet purpose, and your ideas can directly shape how we retain and grow our customer base.