Client Engagement Lead

Fragomen•Toronto, ON

4d•Hybrid

About The Position

The Client Engagement team serves as a liaison between IT and the business, connecting Partners, Practice Groups, and Corporate functions to ensure technology initiatives align with client business goals. Established to provide clear communication about the Firm’s evolving technology offerings, the team operates across multiple regions. This role reports to the Client Engagement Director. As a Client Engagement Lead, you will be integral to acquiring and retaining client relationships by communicating technical concepts to clients. You will also act as a conduit to the product team, ensuring client feedback influences the firm's technology strategy and roadmap.

Requirements

Strong business acumen
Ability to understand various teams across Digital
Ability to communicate effectively with clients
Demonstrate operational knowledge
Ability to build connections across other corporate functions
Strong presentation skills and proven track record of successful presentations
Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences
Experience creating documentation and presentations
Enjoy working within a cross functional team
Possess the people and communication skills required to work well within a cross-functional team
Ability to quickly learn complex concepts and technologies

Responsibilities

Representing the firm's client-facing technologies to current and potential clients through presentations, demonstrations, and communications.
Gathering information from developers, designers, and product managers about new features, functionality, and upcoming product changes.
Delivering product information in a compelling way to promote usage and adoption of the Firm’s technology.
Becoming a subject matter expert of the tools being demonstrated.
Developing and maintaining relationships with clients and partners.
Understanding the strategic objectives and priorities of clients and partners and aligning technology offerings to meet their needs.
Translating business objectives into actionable technical requirements and initiatives.
Working closely with business units to gather, analyze, and document their technical requirements.
Communicating requirements clearly and effectively to appropriate technical teams.
Participating in the development of proposals, presentations, and other materials to support business development efforts (e.g., RFPs).
Monitoring client satisfaction and addressing issues or concerns in a timely and effective manner.
Proactively identifying opportunities to add value and improve the client experience.
Collaborating with internal teams to ensure client expectations are met and exceeded.
Supporting the coordination of projects by aligning stakeholders, tracking progress against key milestones, and ensuring timely communication between business and technical teams.
Identifying and mitigating risks and supporting overall project delivery to ensure business needs are met effectively.
Working closely with internal stakeholders, including product development, operations, and customer support teams, to ensure alignment and coordination in delivering value to clients.
Serving as a liaison between clients and internal teams, facilitating communication and resolving any conflicts or issues that may arise.