Client Engagement Partner

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of contact on a daily basis for a portfolio of SmartCare clients.

• Cultivate strong relationships with HR, Payroll, and business stakeholders.

• Perform regular client check-ins to ensure satisfaction and proactively resolve issues.

• Handle customer inquiries and escalate service issues to the relevant internal teams.

• Represent the voice of the customer by relaying client priorities and feedback within the organization.

• Facilitate ongoing SmartCare service requests between clients and internal consultants.

• Oversee client monthly service hours, track utilization, and ensure engagements stay within scope.

• Review and approve consultant time entries associated with assigned client engagements.

• Prioritize work requests and ensure timely delivery of client requirements.

• Monitor deliverables, open items, and engagement progress using project coordination tools.

• Organize client meetings, prepare agendas, take meeting notes, and follow up on action items.

• Assess engagement health and communicate risks, capacity issues, or changes in scope to leadership.

• Provide clients with regular status updates and engagement summaries.

• Communicate effectively with both technical and non-technical stakeholders.

• Maintain precise documentation of client discussions, decisions, and action items.

• Identify opportunities to enhance customer experience and improve service delivery processes.

• Share client feedback to contribute to the enhancement of SmartCare services.

• Assist clients in maximizing the value of their HCM platform under their managed services agreement.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or a similar client-facing position.

• Experience in supporting clients within an HCM, HRIS, Payroll, SaaS, or professional services context.

• Strong customer service orientation with the ability to establish long-term client relationships.

• Exceptional verbal and written communication skills.

• Highly organized, detail-oriented, and capable of managing multiple clients and priorities at once.

• Comfortable coordinating work across various teams and following up on deliverables.

• Experience in facilitating client meetings and preparing status updates.

• Proficient in using CRM systems, ticketing platforms, project management, or collaboration tools.

• Self-driven with strong problem-solving abilities and the capacity to work independently in a remote setting.

🏝️ Benefits

• Base Salary plus Incentive Pay.

• GRSP with Employer Match.

• Medical Plan with Medavie Blue Cross.

• Dental & Vision.

• Extended Health Care.

• Life Insurance for you and your family.

• Online Doctor Service.

• Travel Insurance.