Client Engagement Partner

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

📋 Description

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

• Foster trusted relationships with HR, Payroll, and business stakeholders

• Conduct regular check-ins with clients to ensure their satisfaction and proactively resolve any issues

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

• Represent the customer's voice by relaying client priorities and feedback within the organization

• Coordinate ongoing SmartCare service requests between clients and internal consultants

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

• Review and authorize consultant time entries related to assigned client projects

• Prioritize work requests and ensure timely delivery of client requirements

• Monitor deliverables, open items, and engagement progress utilizing 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 scope alterations to leadership

• Provide clients with regular status updates and engagement summaries

• Communicate effectively with both technical and non-technical stakeholders

• Keep precise documentation of client discussions, decisions, and action items

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

• Relay customer feedback to aid in the enhancement of SmartCare services

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

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or a related client-facing role

• Experience in supporting clients in an HCM, HRIS, Payroll, SaaS, or professional services setting

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

• Exceptional verbal and written communication skills

• Highly organized with a keen attention to detail and the capability to manage multiple clients and priorities simultaneously

• Comfortable coordinating efforts 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 robust problem-solving abilities and the capacity to work independently in a remote setting

🏝️ Benefits

• Competitive Base Salary plus Incentive Pay

• Comprehensive Medical, Dental, and Vision coverage

• Life Insurance and Disability Coverages

• Health Savings Account options

• 401k Match Program

• Unlimited Vacation Time