Customer Engagement Manager

About the role

Assistant Launch is seeking a dynamic Customer Engagement Manager to lead client success initiatives and drive service excellence. You will act as the investigative bridge between our clients and executive assistants, turning data into actionable insights that enhance satisfaction and loyalty.

Key responsibilities

• Build and nurture strong, lasting relationships with clients to fully understand their goals and needs.
• Proactively identify opportunities to improve client satisfaction and drive loyalty.
• Analyze client data, detect patterns, and anticipate needs to inform strategic decisions.
• Lead process‑improvement projects that increase efficiency and effectiveness of service delivery.
• Handle client support and operational tasks to ensure exceptional service experiences.
• Onboard new hires, ensuring smooth integration and positive first impressions.
• Coach and develop Executive Assistants based on client feedback and performance metrics.
• Resolve challenges in the client‑EA relationship promptly and maintain productive collaborations.
• Conduct performance reviews for EAs and collaborate with HR on hiring strategies.

Required profile

• Highly organized, proactive, and capable of managing projects independently.
• Strong leadership and team‑management abilities.
• Analytical mindset with a talent for investigating data and uncovering insights.
• Excellent communication and relationship‑building skills.
• Ability to drive innovation and continuous improvement.

Required skills