Client Engagement Manager
Job Location:
Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
21 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Be Part of Our Next Chapter
For over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!
Coates Group has the values of a family-owned business and the innovative spirit of a start-up both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work dedication and creativity weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious charismatic authentic and we value and leverage the diversity of our crew. We are imaginers kindness enthusiasts experts creators thinkers challengers collaborators and over-achievers. And together as a Crew we are revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences.
The Client Engagement Manager plays the key role in coordinating and managing products and services that Coates delivers to our clients. The role is vital to ensuring efforts are executed successfully while meeting quality budget and timeline goals. The Client Engagement Manager will be responsible for a group of efforts ensuring client satisfaction and executing account growth strategies. This person should be knowledgeable on our products and services business/profit strategy and be able to give structured and thoughtful responses to our clients that align with the goals of Coates. This person should be viewed as the day-to-day owner of the client relationship for his/her scope of responsibility and should also be knowledgeable about the context politics and innovation path forward with our clients to provide context to the internal team. Ultimately this individual is the single source of truth for all items related to the area of responsibility for the client and the central driving force for client activity into the delivery areas of our business.
Responsibilities:
Delivery
Responsible for day-to-day client satisfaction including managing expectations and work flowing into the rest of the team.
Work closely with key internal stakeholders within the business to define and ensure successful delivery of customer projects.
Maintain and execute against appropriate project documentation such as scope goals status updates meeting minutes plans (milestones owners timelines risks dependencies mitigations) etc.
Hold internal and client resources accountable for executing against aligned plans including escalations with key documentation and clear impact statements as appropriate.
Monitoring Coates performance and working with internal cross-functional partners to improve results and/or continuous improvement efforts.
Identify areas for process improvement and drive any related optimization including implementation of best practices and lessons learned from previous projects.
Align and maintain proper (internal and client) governance structures to execute efforts
Keep stakeholders informed about progress successes and challenges via regular communications such as update meetings or status reports; these updates should be appropriately tailored in terms of length and level of detail based on the audience (i.e. working group vs. executive steering committee).
Account Management
Responsible for investing time to learn about core knowledge of the client and sharing it in contextual ways with the internal team to head off issues or illuminate opportunities
Identifying client growth opportunities including forecasting ongoing and future sales through client business expertise an understanding of Coates products and services and knowledge of the category/industry and competitive landscape.
Contract administration and change orders including internal Coates stakeholdering alignment with the client and ensuring timely receipt of revenue.
Leading client meetings as necessary including quarterly business reviews
Have a pulse on overall client sentiment and participate in or lead internal client health updates and discussions
Qualifications:
Bachelors degree in Business Technology or related field
3 years experience working in one or more of the following:
Technology (software development; SAAS) projects
Deployment efforts
Account Management
Client Engagement / Delivery
Strong organizational analytical problem-solving skills
Versatility flexibility and a willingness to work within fluid business environment with enthusiasm
Well-developed attention to detail whether looking at small details or large overarching implementation plans
Ability to manage complex efforts through tracking key milestones defining the critical path and risk management
Ability to drive (internal and external) accountability through relationships transparency collaboration and timely escalation
Possesses effective interpersonal and excellent communication skills with the ability to engage easily with peers and Director-level stakeholders (internally at Coates and with Clients)
Critical thinking and decision-making abilities in support of clients and organizational strategy vision and initiatives
Familiarity with modern technology management processes such as agile and/or scrum
Competent (or ability to build competence) with modern business tools (such as Word Excel PowerPoint SmartSheet Miro Asana) and development/support tools (such as Slack Jira Confluence Service Now)
Capabilities:
Communication Proficiency
Collaboration / Relationship building
Organization / Project Management
Customer Service Focus
Risk Management and Problem-Solving
Continuous Improvement and Innovation
Personal Effectiveness/Credibility
$85000 - $120000 a year
Full Salary Range: $85000/year (minimum) $102500/year (midpoint) $120000/year (maximum).
Pay is based on relevant experience skills education internal equity and market data. Well-qualified candidates can generally expect offers around the midpoint. Candidates who meet the minimum qualifications but have more limited directly relevant experience for this specific role are typically placed nearer the minimum while highly experienced candidates with strong role alignment may be placed closer to the maximum.
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together we are creators allowing us to make our purpose a reality to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented ambitious creative people that value integrity individuality and inclusivity. (Ask us about our Equality Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because were strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions) a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. Were proud of where weve been and are energized by where were going. We encourage ideas and perspectives because we know the more we have the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what weve accomplished but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race color creed national or ethnic origin gender religion disability age political affiliation or belief disabled veteran veteran of the Vietnam Era or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation such as.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Wedo not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website directly through our LinkedIn profile:Coates Group
- All emails from us will come from our official domain which or via our Applicant - Tracking System (ATS) email address which is no-replyatdotco
If you receive any suspicious communications purporting to be from Coates we urge you not to respond do not click any links and do not provide any personal safety and trust are of the utmost importance to us. Thank you for your vigilance.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
About Company
We deliver end-to-end digital merchandising solutions that drive engaging customer journeys and business ROI for companies worldwide. Connect with us today.
