SMB Client Engagement Specialist

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

📋 Description

• Oversee strategic engagement initiatives for a substantial portfolio of SMB clients to enhance satisfaction, retention, and revenue growth.

• Act as the primary virtual relationship manager for both assigned and unassigned SMB accounts through proactive and consultative communication.

• Create and implement client engagement campaigns utilizing Salesforce, CRM automation, webinars, compliance updates, product communications, and educational content.

• Identify opportunities for cross-selling, upselling, and product adoption.

• Analyze client utilization, adoption, revenue trends, engagement metrics, NPS, CSAT, and service performance metrics.

• Develop and uphold campaign calendars that align with product launches, marketing initiatives, compliance updates, and business priorities.

• Generate standardized communication templates and automated Salesforce workflows.

• Segment client populations using Salesforce, Power BI, and reporting tools to facilitate targeted outreach.

• Collaborate with Sales, Account Management, Service, Marketing, Product, Operations, and other teams.

• Assist with client inquiries and issue resolution by connecting clients to appropriate internal resources.

• Improve self-service resources such as support portals, knowledge articles, chatbots, and digital tools.

• Monitor operational processes and program effectiveness, providing recommendations for improvements.

• Maintain precise documentation of client interactions, campaigns, opportunities, and account activities.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or GED is required.

• A Bachelor's degree is preferred.

• Experience in managing strategic engagement initiatives for a large SMB client portfolio.

• Experience acting as a virtual relationship manager through proactive, consultative communication and support.

• Proven experience in developing and executing targeted engagement campaigns utilizing Salesforce, CRM automation, webinars, compliance updates, and product communications.

• Ability to identify and promote cross-sell, upsell, and product adoption opportunities.

• Competency in analyzing client utilization, adoption, revenue trends, and satisfaction metrics.

• Capability to create and manage campaign calendars, templates, and automated workflows.

• Experience with Salesforce, Power BI, and reporting tools for client segmentation and targeted outreach execution.

• Aptitude for cross-functional collaboration with Sales, Account Management, Service, Marketing, Product, and Operations.

• Skill in supporting client inquiries and resolving issues.

• Ability to monitor and enhance operational processes.

• Availability to work Monday–Friday, 8:00 am–5:00 pm EST.

• Minimal travel may be required based on business needs.

• Capability to meet the listed physical requirements, including sitting for up to 8 hours per day and occasional lifting of up to 15 lbs.

🏝️ Benefits

• Competitive pay.

• Comprehensive benefits package.

• Continuous training through the internal learning and development team.

• Monthly appreciation events.

• Opportunities for career advancement.

• Paid Personal and Sick Time Off.

• 401k plan with a highly competitive match.

• 11 Paid Holidays.

• Medical, Dental, and Vision coverage.

• Group Life Insurance.

• Health Savings Account/Flexible Spending Account options.

• Employee Assistance Program.

• Educational Assistance Program.