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Connection · 2 weeks ago

Client Engagement Specialist - PC Connection

US-OH-Wilmington

Full-time

Onsite

Mid Level

$58K/yr - $74K/yr

Connection is a company that facilitates the connection between people and technology. The Client Engagement Specialist ensures exceptional service delivery for enterprise accounts, focusing on client engagement and satisfaction while collaborating with various internal teams to optimize the client experience.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

Responsibilities

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

Qualification

Client EngagementData AnalysisProject ManagementExcelPower BIPower PointIT Solutions KnowledgeJDA ERPService NowLearning AgilityCommunication SkillsOrganizational SkillsCollaboration SkillsTime Management

Required

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