SmartCare Client Engagement Partner

Align HCM Services•Toronto, ON

7d•CA$60,000 - CA$70,000•Remote

About The Position

Align HCM is seeking a SmartCare Client Engagement Partner to join our growing Customer Success team. This is an excellent opportunity for someone who enjoys building client relationships, coordinating projects, solving problems, and delivering an exceptional customer experience within the HCM technology space. As the primary point of contact for a portfolio of SmartCare managed services clients, you'll help ensure clients receive timely support, coordinate ongoing service delivery, and maintain strong partnerships throughout their post-go-live journey. You'll work closely with both clients and internal consultants to keep engagements organized, on track, and delivering value. This is an ideal opportunity for someone early in their Customer Success or Client Services career who wants to grow within the HCM consulting industry.

Requirements

2+ years of experience in a Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or similar client-facing role
Experience supporting clients within an HCM, HRIS, Payroll, SaaS, or professional services environment
Strong customer service mindset with the ability to build long-term client relationships
Excellent verbal and written communication skills
Highly organized with strong attention to detail and the ability to manage multiple clients and priorities simultaneously
Comfortable coordinating work across multiple teams and following up on deliverables
Experience facilitating client meetings and preparing status updates
Proficiency using CRM systems, ticketing platforms, project management, or collaboration tools
Self-motivated with strong problem-solving skills and the ability to work independently in a remote environment

Nice To Haves

Experience supporting HCM platforms such as UKG, Dayforce, Workday, ADP, UKG Ready, UKG Pro, Oracle HCM, SAP SuccessFactors, or similar solutions
Experience working in a managed services, post-go-live support, customer success, or client support environment
Previous experience coordinating projects, implementations, or client engagements
Experience managing service hours, resource coordination, or project administration
Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field (or equivalent experience)

Responsibilities

Serve as the primary day-to-day contact for a portfolio of SmartCare clients
Build trusted relationships with HR, Payroll, and business stakeholders
Conduct regular client check-ins to ensure satisfaction and proactively address concerns
Manage customer inquiries and triage service issues or escalations to the appropriate internal teams
Act as the voice of the customer by communicating client priorities and feedback internally
Coordinate ongoing SmartCare service requests between clients and internal consultants
Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope
Review and approve consultant time entries related to assigned client engagements
Prioritize work requests and coordinate timely delivery of client needs
Track deliverables, open items, and engagement progress using project coordination tools
Organize client meetings, prepare agendas, document meeting notes, and follow up on action items
Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership
Provide regular status updates and engagement summaries to clients
Communicate effectively with both technical and non-technical stakeholders
Maintain accurate documentation of client discussions, decisions, and action items
Identify opportunities to improve customer experience and service delivery processes
Share customer feedback to help improve SmartCare services
Help clients maximize the value of their HCM platform within their managed services agreement