Sr Client Engagement Specialist - PCC

Working under minimal supervision of the Sr Dir Customer Operations, referring only exceptional problems and issues for management review or approval, the Sr. 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 for large Enterprise clients. Ensures Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The Sr Client Engagement Specialist influences cross-functionally to develop and implement solutions that increase the Customer’s loyalty and lifetime value.

·        Provides high level oversight and strategic direction for large Enterprise clients.

·        Helps mentor and train the Client Engagement Specialists.

·        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.

• Degree requirements:  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.