Client Engagement Specialist

• Explore external best practices to understand how to deliver in the future better.
  
• Use our internal systems (Wrike, SharePoint, Dynamics CRM) to deliver our processes, and the data within to share progress, forecasts, renewals and roadmaps.
  
• Providing client feedback to delivery teams and becoming an expert on product usage and vision.
  
• Communicate progress and operations
  
• Initiate regular customer touch-points: weekly project updates; monthly account updates; quarterly business reviews.
  
• Be the escalation point for support and services as needed, balancing the customers’ desires with our commercial success.
  
• Build account plans to grow the customer accounts and ensure ongoing renewal and retention.
  
• Generate client proposals for additional business.
  
• Log client issues and track solutions, escalating if required.
  

Requirements

• The ability to gain a deep understanding of clients’ business objectives and to align those with our capabilities to drive measurable value.
  
• Strong communication and relationship building skills, and the ability to build lasting partnerships at all levels of customers’ organisations, developing effective working relationships with key stakeholders.
  
• Mapping customers’ organisations to identify decision makers and key influencers across the business, while building relationships with and becoming trusted advisors.
  
• Understand what success looks like for our clients and how we are assisting them in reaching those goals.
  
• Shape the deliverables (with the help of our client consultants & delivery team)
  
• Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using us.
  
• Finding ways to align our services with the customer’s needs. Define the main deliverables and prioritise these with the customer to align scope and roadmap.
  
• Understand the clients' technology stack at a product level and any constraints that the clients are experiencing.
  
• Act as the voice of the customer with our delivery team – ensure that the deliverables are understood, and that outputs meet agreed success criteria.
  
• Refine and shape requirements throughout delivery to ensure the customer’s evolving needs are met, controlling the scope of the works through change requests as needed.
  
• Provide initial client-focussed testing to internally sign-off deliverables.
  
• Consume and enhance our processes (with the help of our internal quality team)
  
• Use our standard processes and workshops to ensure success: line of business workshops; technical workshop; sprint reviews; quarterly business reviews.
  
• Actively seek to enhance our processes and collateral to better meet customer’s and delivery team’s needs.
  

• A strong people person, able to form trusted relationships fast.
  
• A great communicator in both written and verbal media.
  
• The ability to deliver results through others by influencing cross-functional business decisions both internally and within customer accounts.
  
• Understanding of how to map requirements to deliverables, expanding our footprint within customer organisations.
  
• An attention to detail and good memory for agreed activities.
  

• Data analytics or visualisation experience / skills. 
  
• Experience in Customer Success or Account Management in a SaaS business.
  
• A sound understanding of the SaaS sales and renewal process.
  
• Renewal management and negotiation experience.
  
• Experience using task management systems - Wrike, Jira, or similar.
  
• Proven track record of meeting and exceeding goals.
  

Benefits