Connection

Global IT solutions and procurement network

Senior Client Engagement Specialist

Customer SuccessConfirmed live in the last 24 hours

Full-timeWilmington, OH, USA$76.5k - $97.9k /yrIn-person

About the Job

Requirements

A bachelor's degree in Business, Project Management, or Sales, or an equivalent combination of education and work experience is required.
Strong relationship-building skills, communication, and follow-through are required.
Organizational knowledge and the ability to drive execution to standards and standard operating procedures are required.
The ability to collaborate and influence senior leadership to drive improvements and change based on client feedback is required.
The ability to listen to client needs and identify solutions is required.
Proven experience managing projects and delivering expectations internally and directly with clients is required.
Proven success collaborating with sales, project management offices, and technical solutions providers to solve strategic problems is required.
Skills in developing documentation, creating reports, and leading business reviews are required, along with intermediate to advanced Excel, Power BI, and PowerPoint skills.
Working knowledge of information technology solutions, including provisioning, data centers, networking, security, in-warranty and out-of-warranty repairs, and IT asset disposition, is required.
Working knowledge of JDA enterprise resource planning and order management systems to understand order lifecycle is required.
Working knowledge of typical client asset management systems, such as Asana and ServiceNow, is required.
Time management skills and learning agility to build knowledge across the organization and broad client base are required.

Responsibilities

Provide high-level oversight and strategic direction for large enterprise clients.
Mentor and train Client Engagement Specialists.
Ensure exceptional service delivery and execution for complex enterprise accounts, including timely and precise execution of procedures, processes, data collection, and reporting.
Build and maintain strong client engagement through frequent interactions with sales and services teams; acting as the voice of the client; monitoring account health metrics and internal standard operating procedure compliance; answering sales inquiries within established service-level agreements; handling account administration and overseeing facility operations; proactively addressing client escalations and concerns and conducting root cause analysis for non-performance; developing program strategies to support client satisfaction and loyalty; providing continuous-improvement recommendations; and advising on infrastructure requirements and improvements to meet evolving client needs.
Collaborate with the analytics team on client data and trends to optimize implementation, execution, and client experience; assess account health, overall satisfaction, and client lifetime value.
Influence senior leadership to prioritize impactful improvements and investments to retain and grow the customer portfolio.
Ensure service-level agreements and new services are executed across all verticals within the Technology Integration and Distribution Center.
Develop and implement cross-functional solutions that increase customer loyalty and lifetime value.

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.

About the Company

Connection

Global IT solutions and procurement network

Connection is a global IT solutions provider that helps organizations deploy and manage technology across digital workplace, IT infrastructure, multicloud, and lifecycle services. It delivers end-to-end guidance through account managers, solution architects, and technical specialists and connects customers to a network of 500 suppliers in 174 countries via proprietary procurement platforms. Different from competitors, it combines extensive supplier reach, worldwide procurement access, and industry-focused services with trusted values like respect, excellence, teamwork, and integrity. Its goal is to boost growth, productivity, and innovation by providing trusted guidance and timely access to technology solutions.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Merrimack, NH
Founded: 1982

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