Client Engagement Specialist - PC Connection
Client Engagement Specialist - PC Connection
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Working under minimal supervision of the Manager of Customer Experience referring only exceptional problems and issues for management review or approval the 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. Ensures Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The Client Engagement Specialist influences crossfunctionally to develop and implement solutions that increase the Customers loyalty and lifetime value.
What We Do
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory equip their workforce or secure their data we make it happen. All it takes is finding the right combination of tech hardware software cloud solutions and support services. Thats what we do. Were the IT Departments IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds experiences and perspectives. Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd. Wed love for you to be a part of that fabric to share your ideas and experiences with a team that thrives on fresh thinking creativity and helping others.
Why You Should Join Us
Youll find supportive teammates and a rewarding career at Connectionplus great benefits. We take pride in supporting employees with a total rewards package that provides financial emotional and physical resources for you and your family. Our compensation 401k plans medical insurance and other benefits are progressive and competitive. We value the importance of our employees emotional wellbeing. To support employees we provide free therapy visits mental health coaching and tools and meditation resources. Youll also enjoy a generous paid time off package that includes not only vacation and sick time but also Wellness and Volunteer Time Off days
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.
Min
Max
Qualifications
Degree requirements: Bachelors Degree in Business Project Management Sales or the equivalent combination of education and work experience
Strong relationship building skills; excellent communication and followthrough.
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
