Client Engagement Manager

The Strategic Growth Department of a growing accounting firm is seeking a Client Engagement Manager who will help accomplish our mission of serving as a catalyst for those striving to achieve their highest potential. You’re right for us if you are motivated to learn, excited to collaborate, and passionate about delivering outstanding results.

 

In this role, you will drive the client engagement efforts and play an integral role in day-to-day oversight of the existing Client Engagement Specialists. You will manage the client experience by developing a team to provide responsive and initiative-taking communication, primarily via telephone and email, utilizing a robust automation system. The ideal candidate will be excited about working in client service with direct contact with partners, team members and clients on elevated level and important matters. Candidates must be interested in being part of the client experience and have excellent verbal and written communication skills and organizational skills.

 

 

What You’ll Do:

• Oversee an established client engagement team on strategic goals
• Develop training programs for new Client Engagement Specialists
• Develop and execute customized success plans to ensure achievement of business objectives
• Manage the creation and implementation of process improvements
• Be initiative-taking in responding and seek advice of other professionals when required
• Follow communication procedures, guidelines, and scripts to provide clients with accurate, timely answers, information, and requests
• Maintain records of client interactions, account information, and documents in appropriate systems
• Provide prompt and friendly service to all external and internal clients
• Work closely with partners, management and individual team members to develop or improve process documentation and scripts that support client service satisfaction and excellence
• Screen feedback and requests from clients and share with relevant parties within the organization to provide solutions
• Handle inquiries, listens to feedback, provides appropriate information and solutions, and follows up to ensure resolution
• Escalate client feedback to appropriate parties
• Identify opportunities to improve service, work processes, and efficiencies
• Actively support teamwork throughout the department and the firm
• Assist in the implementation of quality improvement initiatives
• Perform other services as required

 

What We’re Looking For:

• Robust technical skills and ability to adapt to technology
• Problem identification and solution is a must
• Highly motivated to help the firm innovate and automate processes
• Excellent interpersonal, written, and verbal communication skills and be able to communicate with a diverse group of individuals professionally and appropriately
• Positive outlook with an initiative-taking nature and a high degree of professionalism
• Ability to work independently with minimal supervision within a comprehensive client service team environment
• Highly organized with great mindfulness
• Ability to maintain confidentiality
• Ability to work in fast paced environment and manage deadlines
• Excellent time management skills and capable of performing productively in a fast-paced, multi-tasking environment
• Capacity to quickly learn and understand new procedures, workflows, and software applications

 

Your Qualifications:

• Bachelors degree preferred
• 5+ years of client engagement oversight experience or equivalent
• Experience with Microsoft Office products (Outlook, Excel, Word)
• Experience with a CRM system

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