Sr Client Engagement Specialist - PCC
About The Position
Working under minimal supervision of the Sr Dir Customer Operations, the Sr Client Engagement Specialist ensures exceptional service delivery and execution for complex enterprise accounts. The role ensures procedures, processes, data collection, and reporting are performed accurately and on time for large enterprise clients. It also ensures Service Level Agreements (SLAs) and new services are executed across all verticals within the Technology Integration and Distribution Center. The specialist influences cross-functional teams to develop and implement solutions that increase customer loyalty and lifetime value. The position provides high-level oversight and strategic direction for large enterprise clients, supports the development of Client Engagement Specialists, and works with sales, services, analytics, and senior leadership to monitor account health, address concerns, improve operations, and optimize the client experience.
Requirements
- Bachelor's degree in Business, Project Management, Sales, or an 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, with the ability to influence senior 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 internally and directly with clients.
- Proven success collaborating with sales, PMOs, and technical solutions providers to solve strategic problems.
- Excellent documentation, reporting, and business review skills; intermediate to advanced Excel, Power BI, and PowerPoint 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 order lifecycle.
- Working knowledge of typical client asset management systems, such as Asana and Service Now.
- Excellent time management skills.
- Learning agility to increase knowledge across the internal organization and broad client base.
Responsibilities
- Provide high-level oversight and strategic direction for large enterprise clients.
- Help mentor and train Client Engagement Specialists.
- Ensure timely and precise service delivery, procedures, processes, data collection, and reporting for complex enterprise accounts.
- Build and maintain client engagement through frequent interaction with sales and service teams and by acting as the voice of the client.
- Monitor key account health metrics and internal SOP compliance.
- Answer sales inquiries within established SLAs.
- Handle account administration and oversee operational activities within the facility.
- Proactively address client escalations and concerns and conduct root cause analysis for non-performance.
- Develop program strategies that support client satisfaction and loyalty.
- Provide proactive recommendations for continuous improvement.
- Advise on infrastructure requirements and improvements needed to meet evolving client needs.
- Collaborate with the analytics team on client data and trends to optimize implementation, execution, and the client experience; assess account health, OSAT, and client lifetime value.
- Influence senior leadership to prioritize impactful improvements and investments to retain and grow the customer portfolio.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
