Client Engagement Partner

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

📋 Description

• Act as the main day-to-day liaison for a portfolio of SmartCare clients.

• Foster trusted 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 appropriate internal teams.

• Represent the voice of the customer by conveying client priorities and feedback internally.

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

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

• Review and authorize consultant time entries related to assigned client engagements.

• Prioritize work requests and coordinate the timely delivery of client needs.

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

• Schedule client meetings, prepare agendas, document meeting notes, and follow up on action items.

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

• Provide clients with regular status updates and summaries of engagements.

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

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

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

• Relay customer feedback to help refine SmartCare services.

• Assist clients in maximizing the value of their HCM platform within 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 role.

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

• Strong customer service orientation with the capability to develop long-term client relationships.

• Exceptional verbal and written communication skills.

• Highly organized with meticulous attention to detail and the ability to juggle multiple clients and priorities simultaneously.

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

• Experience in facilitating client meetings and preparing status updates.

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

• Self-driven with excellent problem-solving skills and the ability to work independently in a remote setting.

🏝️ Benefits

• Remote-first work environment with a long-term work-from-home setup.

• Company-issued equipment and home office setup allowance.

• Competitive compensation package, including 13th month pay, night differential, annual performance bonus, and Christmas bonus.

• Enjoy Day 1 Platinum HMO coverage plus Gold-level HMO coverage for up to 2 dependents at no extra cost.

• Paid time off, Philippine holidays, and sick leave to support work-life balance.

• Ongoing learning and development opportunities.

• Collaborative and people-first culture where your ideas and growth are valued.