EEOC

Senior Client Engagement Manager

EEOC

full-time

Posted on:

Location Type: Hybrid

Location: Scottsdale • Arizona • California • United States

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Job Level

Senior

Tech Stack

SFDCSwift

About the role

  • Partner and collaborate with Sales team members and internal key partners to build and maintain a successful support engagement with our customer.
  • Proactively review customer engagement metrics and data points and create a point of view for our sales and leadership teams regarding product and process opportunities.
  • Represent the company with senior leadership level engagements with our customers, creating confidence and delivering outcomes that result in improved satisfaction and future growth opportunities.
  • Serve as the face of the customer advocating for their needs as the company develops future planning and roadmaps.
  • Support organizational objectives including organic revenue growth objectives, increased customer satisfaction and net promoter scores for the company.
  • Account relationship management of the assigned portfolio including but not limited to: Act as the single point of contact in charge of day-to-day communication, management and the rapid resolution of service requests for your portfolio.
  • Responsible for providing pre-sale technical, product and relationship support required for a successful on-boarding relationship.
  • Responsible for planning, conducting and creating (Quarterly/Monthly) business reviews or memos to drive specific outcomes using a compelling story built with data from performance analysis results, customer issues, roadmaps and servicing trends.
  • Develops and maintains a deep understanding of Early Warning’s product offerings and how our customers use them.
  • Address, resolve and coordinate customer needs related to model governance, assessments, billing, finance and project management.
  • Articulates the 360 degree view of the customer from a product utilization and use case strategy perspective.
  • Support organic revenue growth and assist customer’s management team in identifying new business opportunities that can be turned over to the Sales team.
  • Influence customer accounts receivable activity to achieve portfolio objectives.
  • Build an understanding of customer’s business objectives, needs and organizational hierarchy related to the servicing of EWS products and services.
  • Responsible for positively influencing customer satisfaction scores in an effort to exceed customer’s business expectations.
  • Review customer complaints/product enhancements and serves as liaison between customer, and Early Warning for action or take ownership as needed.
  • Research and investigate the need of the customer and formulate a resolution with a swift, accurate response.
  • Content management ownership for catalog-driven content to support personalization.
  • Serve as the primary point of contact for statements of work.
  • Able to work in a fast paced, metric driven environment based on quality of interactions and efficiency.
  • Manage the tracking and communication with Business Development and Partner Enablement team members on the status of major client issues, audits or non-compliance management.
  • Develop routines and processes with the Sales team members and internal Early Warning resources to ensure Salesforce.com is updated and current for assigned portfolio.
  • Develop and foster positive and collaborative internal working relationships with key areas including Billing, Value Activation/Implementation, Product, Marketing, Third Party Assessment team, Security, and Compliance.
  • Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Requirements

  • Education and/or experience typically obtained through completion of a Bachelor’s degree in business, finance or other related field.
  • 10 or more years of experience in account or relationship management in the financial services industry.
  • Strong written and verbal communication skills (meeting facilitation, business review presentations; strategy sessions, etc.).
  • Experience engaging with C-suite executives.
  • Ability to work through multiple software systems.
  • Maintain complete, consistent and quality activity/contact records in CRM and sales application.
  • Excellent ability to influence and consult with internal partners and processes.
  • Ability to travel up to 20%.
  • Strong interpersonal skills and high level of professionalism.
  • Organized with strong attention to detail.
  • Excellent active listening skills.
Benefits
  • Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
  • 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
  • Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
  • 12 weeks of Paid Parental Leave
  • Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementrelationship managementcustomer engagement metricsperformance analysisproject managementdata analysiscontent managementbusiness review presentationssalesforce.comfinancial services
Soft Skills
communication skillsinterpersonal skillsorganizational skillsattention to detailactive listeninginfluencing skillsconsultative skillsprofessionalismcollaborationproblem-solving