About the position
We’re looking for a Client Engagement Manager to join our US Events team. This is not a sales role—it’s a high-touch client engagement role focused on creating a smooth, welcoming, and efficient onboarding experience and providing responsive, ongoing support as client needs arise. This position is ideal for someone who is client-focused, process-driven, and thrives in a collaborative, people-first environment. As the US Client Engagement Manager, you will be the first point of contact for newly signed clients and a trusted partner throughout the onboarding and early engagement phases. You’ll ensure clients are properly set up for success, feel supported during their journey, and have a clear understanding of our services and how to access them. Your goal is to provide a seamless client experience, bridging internal teams and client needs with empathy, organization, and professionalism.
Responsibilities
- Guide new clients through the onboarding process, ensuring a smooth setup and clear expectations.
- Act as the main point of contact during onboarding, answering questions and aligning internal teams on client needs.
- Coordinate project handovers from Sales to Operations with clarity and attention to detail.
- Host client kickoff calls and support documentation efforts to ensure all stakeholders are aligned.
- Provide responsive, solution-oriented support for inbound client requests or concerns—especially prior to handoff to the operational delivery team.
- Foster trusted client relationships by being approachable, dependable, and proactive.
- Troubleshoot issues or escalate to the appropriate internal teams while ensuring the client feels supported.
- Stay informed about client history and preferences to maintain continuity across engagements.
- Partner closely with Sales, Operations, and Leadership to maintain a cohesive client journey.
- Keep CRM and internal systems updated with key onboarding and client engagement milestones.
- Participate in team meetings and feedback loops to continuously improve the client experience.
- Follow established procedures and client onboarding frameworks, offering suggestions for improvement where needed.
- Support the company’s commitment to compliance and certification standards.
Requirements
- 4–5 years in a client-facing, onboarding, or customer success role—ideally in events, travel, or professional services.
- A people-first mindset with a genuine passion for helping others succeed.
- Strong written and verbal communication skills.
- Highly organized with the ability to manage multiple moving parts and priorities.
- Comfortable working independently in a remote environment.
Nice-to-haves
- Familiarity with tools like Salesforce, Cvent, and Google/Microsoft Suites is a plus.
- Occasional travel for team meetings or industry events may be required.
Benefits
- The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need.
- To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.
- For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation.
- Target incentive compensation for some roles may include a ramping draw period.
- Compensation is higher for those who exceed targets.
