Sr Client Engagement Specialist - PCC
Read straight from Connection's careers page, verified 2d ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
Salary$77k – $98k
LocationWilmington, OH, US
Work modeon-site
Typefull-time
SenioritySenior
Company size1,001–5,000 people
PostedOct 22, 2024 · 2y ago
Verified live2d ago
May no longer be actively hiring
Posted by the company on Oct 22, 202497% of this company's open roles have been listed for 90+ days
At a glanceSummarised by Seekless from the posting.
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
Skills
Excel
Power BI
PowerPoint
IT solutions
provisioning
data center
networking
security
ITAD
JDA ERP
OMS
Asana
Service Now
Overview
Working under minimal supervision of the Sr Dir Customer Operations, referring only exceptional problems and issues for management review or approval, the Sr. Client Engagement Specialist 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 for large Enterprise clients. Ensures Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The Sr Client Engagement Specialist influences cross-functionally to develop and implement solutions that increase the Customer’s loyalty and lifetime value.
Responsibilities
· Provides high level oversight and strategic direction for large Enterprise clients.
· Helps mentor and train the Client Engagement Specialists.
· 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
· Acting as the voice of the client or customer.
· Monitoring key account health metrics and internal SOP compliance
· Answering all sales inquiries within established SLAs
· Handling account administration and overseeing operational activities within the facility
· Ensuring customer or client escalations and concerns are proactively addressed, and that root cause analysis is conducted for non-performance
· Developing program strategies that support customer or client satisfaction and loyalty
· Providing proactive recommendations for continuous improvement.
· 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.
Min
USD $76,500.00/Yr.
Max
USD $97,920.00/Yr.
Qualifications
•
Degree requirements: Bachelor’s Degree in Business, Project Management, Sales or the equivalent combination of education and work experience
Required competencies:
· 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.