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0-5 years of experience
- Filled multiple roles in this technology company in market research, client engagement, and business strategy.
- Developed market penetration strategy for multiple verticals including healthcare, retail, food and beverage, and hospitality industries.
- Leader of an intern team creating a market research project for the retail industry.
- Managed a team of 4 sales employees. Mentored and trained each employee.
- Leader on the implementation of new sales software into the company helping to double the amount revenue for the new quarter. Individually opened new accounts that contributed over $60,000 (20% of total revenue).
- Gained communication skills working with executives from companies in multiple verticals.
0-5 years of experience
- Establish, manage, retain and grow a diverse set of accounts through highly pro-active engagement strategies.
- Consult with clients to understand objectives and provide strategic recommendations.
- Develop new clients at the national and regional level, partnering with the sales team to identify opportunities and grow pipeline.
- Established key relationships with numerous Fortune 500 companies and developed $100k in consulting projects.
0-5 years of experience
- Responsible for successful management and implementation of Performance Management Data/Reporting solutions, including all aspects of Project and Program Management.
- Manage internal teams and participate in planning, requirements gathering, design, configuration, testing, deployment and business readiness activities to ensure Project success.
- Build effective relations with Customer stakeholders, including Executive sponsor to facilitate effective risk and issue resolution.
- Timely and effective communication to project teams, Customer, and [company name] management on Project status and issues.
- Proactively review and adjust project plans to minimize/eliminate roadblocks and ensure project is delivered on-time and on-budget.
- Manage multiple project budgets at once greater than $200k and duration greater than 3 months.
0-5 years of experience
- Acted as a liaison between clients (Insurance Carriers), technology, accounting, print services and other business lines within the company.
- Managed and facilitated communications on all business requests and issues to ensure client programs were operating with maximum efficiency and profitability.
- Agile Project Management and SDLC knowledge used to communicate both business needs and technical product information.
- Daily interaction with various levels of management; both internally and externally, providing effective communications with staff level up through senior leadership.
- Strong client and service orientation, with a high level of passion for service excellence.
- Served as intake point for multiple client issues and prioritized issues working closely with clients and the technology team.
- Prepared, maintained and distributed client status reports; both internally and externally.
- Hosted recurrent client status meetings and work sessions as needed for program requirements review; communicated status to the management team.
- Provided clients with pricing of new programs and new feature requests.
- Prepared and approved clients’ monthly invoices.
0-5 years of experience
Boston Medical Health Net Plan
- Partnered with client to be the eyes and ears to ensure the Workday service partner implemented Workday correctly by informing the client of any substandard performance by the Workday service partner
- Ensured the Project Plan was in scope with requirement deliverables, budget, and timeline
- Ensured the Project Plan was in sync with the Statement of Work (SOW)
- Ensured the Project Plan was documented with required milestones
- Ensured the Project Plan was documented with Workday Delivery Assurance Checkpoints
- Provided client with oversight and direction during design sessions for best configuration approach for HCM, Benefits, Time Tracking, Absence, & Payroll
- Provided testing templates for testing
- Provided examples of Test Script & Scenarios for HCM, Benefits, Absence, Time Tracking, and Payroll
0-5 years of experience
- Act as primary technical resource for to the sales organization and its prospective clients by securing the technical close on complex opportunities. Support new and existing clients in adopting and transitioning to additional [company name] Litigation solutions to create a seamless workflow.
- Develop and continue business relationships with key clients and their stakeholders by addressing new customer requirements and recommending solutions that optimize value for the customer.
- Responsible for partnering with Development, QA, Product and Sales partners to provide expertise for client on boarding, troubleshoot litigation products, as well as developing client and prospect relationships to expand and protect product POS and Revenue for the Litigation Portfolio.
- Responsible for delivering compelling solution demonstration as well as show value of [company name] solutions through customized demonstrations as well as for managing successful long term software trials and Proof of Concepts.
0-5 years of experience
- Assist management with day-to-day business operations, including website and contract copyediting
- Conduct phone support for customers of Simple Truck Tax
- Maintain client list and perform outreach calls for Simple Truck ELD, meeting expectations of 80-90 average calls per day; with these outreach calls, obtained 20 beta test users for the company’s new product
0-5 years of experience
- Responsible for consulting employers and brokers in the development, planning, implementation, delivery, and evaluation of client wellness programs ensuring the highest possible level of engagement, outcomes and customer satisfaction in the delivery of programs and services to meet client, member, and participant objectives.
- Maintains accurate records and ensures confidentiality of all data collected during the health assessment and health promotion activities in accordance with [company name] requirements including if applicable, file transfer processes collaborating with other health related suppliers.
- Evaluates data analysis and impact of initiatives and communicates findings to key management.
- Interfaces with client company management to assess client needs
- Identifies and evaluates programs and tools to reduce health/safety risk.
- Maintains knowledge and expertise in all [company name] products, programs, and services and enrollment activity.
10+ years of experience
- Build and maintain relationships with GE Appliances client ensuring confidence in Power as a strategic partner while navigating client structure and politics
- Manage client budget and develop spending and budget recommendations
- Identify opportunities for account growth based on knowledge of market trends and competition
- Work with other agency functions to develop multichannel, multidisciplinary plans and recommendations that result in profitability for the agency
- Internally foster a team environment built on opportunity, trust, respect and transparency and constantly communicate with Project Managers on account status, changes to scope of work and operational changes
- Coordinate and develop aggressive and consumer-focused point-of-purchase materials and digital assets maintaining established brand guidelines and staying on strategy
- Manage and assist in full creative execution of Room Air packaging
- Manage production of sales material guides and tools for client training teams
- Oversee creation of video, photography and computer-generated assets
- Consistently meet deadlines and deliver results while juggling multiple projects simultaneously
Client Engagement Manager Duties and Responsibilities
No two client engagement managers are exactly alike, as specific skills vary from employer to employer. However, after analyzing online job postings, we identified several core duties and responsibilities common to the job:
Create Positive Client-Vendor Relationships
The main responsibility of client engagement managers is to create and foster a positive client-vendor relationship. This includes meeting often with both client and vendor management to ensure the project is moving forward appropriately.
Ensure Contract Terms Are Met
Client engagement managers ensure their employer meets all the terms of the contract for which they are responsible. This helps the client feel at ease with the client engagement manager and their employer.
Address Client Issues
As issues arise on a project, the client engagement manager addresses the problems and implements a plan to solve them. This involves setting goals and meeting with relevant teams to make sure they are met.
Collaborate with Sales Team
Client engagement managers often collaborate with sales teams to identify potential upsell opportunities with existing clients. These managers also help sales teams understand the needs of existing clients so that they can identify better selling opportunities.
Report on Project Progress and Performance
Client engagement managers report to project managers on progress and performance, especially in regard to client satisfaction. They meet with client management to gauge satisfaction and report on their findings.
Client Engagement Manager Skills and Qualifications
Client engagement managers are skilled communicators who use a critical eye when it comes to identifying potential problems and resolving them. They are highly educated and experienced. Client engagement managers also possess these skills and qualifications:
- Change management experience – client engagement managers are familiar with the ways change can affect an organization. They understand how to make change as easy as possible on people who typically aren’t comfortable with it
- Customer service – many client engagement managers have a background in customer service and support. They know how to listen to a client’s needs and address them appropriately
- Client management – client engagement managers know how to work professionally with clients. This includes knowing how to manage client expectations and communicate information properly
- Communication skills – client engagement managers are skilled communicators. They constantly communicate with their clients and their own team members through written and verbal means
- Organization skills – client engagement managers are highly organized. They know what’s going on between different teams and keep team goals and plans organized so everyone clearly understands them
Client Engagement Manager Education and Training
Most client engagement managers possess at least a bachelor’s degree is a business- or communications-related field. Many client engagement managers also possess Project Management Professional (PMP) certification. Minimal on-the-job training occurs after a new client engagement manager is hired, mostly because there is no single way of gaining high client satisfaction and engagement. However, client engagement managers may go through some basic training that introduces them to the client and project.
Client Engagement Manager Salary and Outlook
According to PayScale, client engagement managers make an average yearly salary of around $90,000. This salary can vary depending on experience and industry, with the highest earners making around $140,000 per year and the lowest earners making around $45,000 per year. According to the Bureau of Labor Statistics (BLS), client engagement managers can expect to experience 9 percent job growth over the next decade. As vendors continue to work closely with clients, they understand the importance of high customer engagement and satisfaction, leading to an increased need for client engagement managers.
Helpful Resources
Check out some of these helpful resources to continue exploring this career:
PeopleMetrics CX Blog – PeopleMetrics is customer relationship management software; the company’s blog focuses heavily on creating a better customer experience. It’s updated regularly and touches on topics like turning customer feedback into actionable information, creating more feedback opportunities, and better measuring customer experience
Customer Experience Matters – this website is all about customer experience and why it matters. It’s regularly updated with highly informative articles that address relevant industry problems like improving bad customer experiences and mastering customer metrics. You can also find industry research reports on this website
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint – this book was listed as one of True Influence’s Top 25 B2B Must-Read Books of 2017 It teaches readers how to deliver what the customer wants through “memorable and deeply human experiences.†Chapters in the book cover engineering positive experiences, connecting five important touchpoints, and more
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service – this book posits that businesses have more opportunity to create a high amount of customer engagement through new technology like social media, smartphones, and big data. The book teaches readers how to use these new technologies to create higher customer engagement and more positive overall experiences
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
