Hybrid Senior Client Engagement Manager

at EEOC

• Job title: Senior Client Engagement Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SFDC, Swift
• Location requirements: Hybrid, Scottsdale, United States

About the role

• Client Engagement Manager at Early Warning enhancing client experience and growth opportunities in financial services. Collaborating with sales and leadership for customer satisfaction and retention.

Responsibilities

• 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.