Lead Generation Team Member

About the Role:

The Digital Relationship Manager plays a pivotal role in fostering and maintaining strong, long-term relationships with clients through different channels, such as call, email, and LinkedIn. This position focuses on understanding client needs, speaking about the Kyndryl solutions, and ensuring a seamless customer experience across all engagement platforms. The role requires proactive engagement with clients and Kyndryl stakeholders to drive satisfaction, retention, and growth by leveraging data insights and digital tools. The Digital Relationship Manager collaborates closely with the marketing and sales teams to align strategies with client objectives. Ultimately, this role aims to increase the sales pipeline and contribute to the account - Kyndryl's business success.

Minimum Qualifications:

• Bachelor’s degree in a 4-year course.
• At least 3 years of experience in the BPO or contact center industry, preferably in a digital or technology-driven environment.
• Strong understanding of digital communication platforms and customer relationship management (CRM) software.
• Excellent verbal and written communication skills in English and Spanish, since this will be for a Bilingual Role.
• Proven ability to manage multiple client accounts and deliver results in a fast-paced setting.

Preferred Qualifications:

• Experience working in sales services, technology, or customer care.
• Experience or knowledge in digital marketing, customer experience, information technology, or related disciplines.
• Proven ability in using Microsoft Office tools such as Excel, PowerPoint, and Word.

Responsibilities:

• Manage and nurture client relationships primarily through digital communication channels such as email, calls, and LinkedIn in Mail.
• Analyze client data and feedback to identify opportunities for endorsements to the sales team.
• Coordinate with internal teams to ensure client requirements are met promptly and effectively, facilitating a smooth hand-off with the sales team.
• Monitor Kyndryl digital trends and updates in the solutions and services to recommend innovative solutions that address client needs.
• Complete regular reports for the account, like prospecting report file, organizational chart, and the like.
• Address customers' issues and inquiries efficiently, maintaining a high level of professionalism and responsiveness.

Skills:

The Digital Relationship Manager utilizes strong communication skills daily to engage customers and clients effectively across various digital platforms, ensuring clarity and professionalism. Analytical skills are essential for interpreting client data and feedback to tailor solutions that meet specific needs and drive business growth. Time management and organizational skills enable the DRM to handle multiple clients' requests simultaneously while maintaining high service standards. Collaboration skills are critical when working with other DRMs to align digital strategies and resolve customer and client issues promptly. Additionally, adaptability and problem-solving skills help the DRM stay responsive to changing client demands and emerging digital trends, ensuring continuous improvement in customer and client relationships.