Client Engagement Specialist
About The Position
Working under minimal supervision of the Manager of Customer Experience, the Client Engagement Specialist ensures exceptional service delivery and execution for complex, enterprise accounts. This involves ensuring that procedures, processes, data collection, and reporting are all executed in a timely and precise manner, and that Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The specialist influences cross-functionally to develop and implement solutions that increase customer loyalty and lifetime value. The company aims to simplify IT by connecting people and technology, providing solutions for warehouse inventory management, workforce equipment, and data security through a combination of tech hardware, software, cloud solutions, and support services. This is a hybrid position.
Requirements
- Bachelor's Degree in Business, Project Management, Sales or the equivalent combination of education and work experience
- Strong relationship building skills; excellent communication and follow-through.
- Strong organizational knowledge and ability to drive flawless execution to standards and SOPs.
- Highly collaborative and able to influence Sr. Leadership to drive improvements and change based on client feedback.
- Ability to listen to client needs and identify solutions.
- Proven experience managing projects and delivering expectations, both internally and directly with clients.
- Proven success at working collaboratively with sales, PMOs, and technical solutions providers to solve strategic problems.
- Excellent skills in developing documentation, creating reporting and leading business reviews; intermediate to advanced Excel, Power BI, and Power Point skills.
- Working knowledge of IT solutions including provisioning, data center, networking, security, in and out of warranty repairs and ITAD.
- Working knowledge of JDA ERP and OMS to understand lifecycle of an order.
- Working knowledge of typical client asset management systems, such as Asana and Service Now.
- Excellent time management skills.
- Learning agility to increase knowledge in all areas of the internal organization and broad client base.
Responsibilities
- Ensures exceptional service delivery and execution for complex, enterprise accounts, ensuring that procedures, processes, data collection and reporting are all executed in a timely and precise manner.
- Builds and maintains strong client engagement through frequent interactions with sales and services verticals.
- Builds and maintains strong client engagement by acting as the voice of the client or customer.
- Builds and maintains strong client engagement by monitoring key account health metrics and internal SOP compliance.
- Builds and maintains strong client engagement by answering all sales inquiries within established SLAs.
- Builds and maintains strong client engagement by handling account administration and overseeing operational activities within the facility.
- Builds and maintains strong client engagement by ensuring customer or client escalations and concerns are proactively addressed, and that root cause analysis is conducted for non-performance.
- Builds and maintains strong client engagement by developing program strategies that support customer or client satisfaction and loyalty.
- Builds and maintains strong client engagement by providing proactive recommendations for continuous improvement.
- Builds and maintains strong client engagement by advising on infrastructure requirements and improvements needed to meet evolving client needs.
- Collaborates with analytics team on customer or client data and their trends for optimizing implementation, execution, and the client experience.
- Assesses health of account, OSAT and client lifetime value.
- Influences Senior leadership on prioritizing most impactful improvements and investments to retain and grow their customer portfolio.
Benefits
- supportive teammates and a rewarding career
- great benefits
- total rewards package that provides financial, emotional, and physical resources for you and your family
- progressive and competitive compensation
- 401k plans
- medical insurance
- free therapy visits
- mental health coaching and tools
- meditation resources
- generous paid time off package that includes vacation and sick time
- Wellness Time Off days
- Volunteer Time Off days
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
501-1,000 employees
