Client Engagement Specialist

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

📋 Description

• Respond promptly and professionally to incoming telephone calls, online inquiries, email communications, and other interactions with prospective clients.

• Collect preliminary information regarding cybersecurity incidents, digital forensic issues, and client requirements.

• Assess urgency, basic scope, relevant stakeholders, and immediate next actions.

• Appropriately escalate urgent issues.

• Maintain a composed and professional client experience during high-pressure situations.

• Set up initial meetings with the Client Engagement Manager or other suitable team members.

• Conduct preliminary qualification of incoming opportunities.

• Determine if inquiries align with Cyber Centaurs’ services, target clientele, and engagement criteria.

• Identify key information needed prior to preparing a consultation or proposal.

• Keep accurate lead status and qualification details in the CRM.

• Manage and coordinate scheduling for consultations.

• Ensure clients receive intake forms, instructions, meeting links, and pre-engagement information.

• Follow up on any missing information necessary for consultations or proposals.

• Facilitate communication among prospective clients, the Client Engagement Manager, and the technical team.

• Assist in ensuring seamless transitions from sales to active investigations and engagements.

• Help prepare and coordinate proposals, engagement documentation, and client follow-up.

• Track pending proposals, agreements, deposits, and next steps.

• Support the Client Engagement Manager in maintaining an organized and responsive sales pipeline.

• Ensure CRM records are accurate and complete.

• Document calls, communications, lead status, matter specifics, and subsequent actions.

• Monitor open opportunities and necessary follow-up tasks.

• Identify opportunities for automation or process enhancements to improve responsiveness.

• Progress over time towards conducting discovery calls, defining standard engagements, presenting service options and pricing, managing selected opportunities to close, and developing client and referral relationships.

⛳️ Requirements

• A minimum of 2 years of experience in a client-facing, sales support, account coordination, professional services, customer service, intake, or a similar role.

• Outstanding verbal and written communication abilities.

• Strong organizational skills and a disciplined approach to follow-up.

• Comfortable engaging with business owners, executives, attorneys, IT professionals, and other senior stakeholders.

• Ability to remain professional and composed when clients face urgent or stressful situations.

• Exceptional attention to detail.

• Capability to manage multiple active conversations, appointments, and follow-up tasks.

• Proficient in using CRM systems and modern business software.

• Ability to work independently in a remote setting.

• Good judgment regarding when to escalate an issue.

• Candidates based in the Mountain or Pacific Time Zone are strongly preferred.

• Reliable internet connection.

• Professional remote work environment.

• Ability to communicate via phone, video conference, email, and collaboration platforms throughout the workday.

🏝️ Benefits

• Performance-based incentive compensation.

• Paid time off.

• Paid holidays.

• Remote work environment.

• Opportunities for professional development.

• Training in digital forensics, incident response, cybersecurity services, and client engagement.

• Career advancement opportunities within a growing cybersecurity services firm.