What Does A Client Engagement Manager Do?

WHAT DOES A CLIENT ENGAGEMENT MANAGER DO?

The Client Engagement Manager fosters positive relationships with clients, boosting satisfaction through proactive strategy communication across cross-functional teams. This responsibility includes managing day-to-day interactions with clients and internal stakeholders, challenging teams to improve process efficiencies, and ensuring service contract terms are met. The manager actively seeks ways to increase digital adoption, service onboarding, and revenue through upselling or cross-selling, while recommending new systems to enhance productivity.

A Review of Professional Skills and Functions for Client Engagement Manager

1. Client Engagement Manager Duties

Client Relationship Management: Functions as an individual contributor serving as a single point of contact for Managed Services clients to include handling escalated service issues and monitoring case resolution.
Industry Insight Development: Develops an understanding of clients’ job responsibilities, business, and industry to best position Rizing to support client business initiatives.
Account Strategy Implementation: Develops and implements an account strategy for clients within the portfolio.
Account and Contract Management: Establishes and maintains contract and account governance, managing client change control requests, and approving consultant timesheets.
Client Onboarding Facilitation: Facilitates onboarding of new clients including kick-off meetings, knowledge transfer, training, system access.
Client Transition Management: Works with the sales and professional services teams to smoothly transfer ownership of the client and monitor hours utilization against contract hours cap.
Sales Collaboration: Aligns and partners with Sales to ensure retention and identify up-sell opportunities.
Performance Tracking: Tracks service level agreement (SLA) performance and overall customer satisfaction to include reviewing metrics for opportunities to improve client experience.
Release Coordination: Coordinates quarterly release review including ownership of master release file, developing a timeline, coordinating resource assignment with Director Managed Services.
Professional Development: Completes continuing education activities to attain and maintain professional certifications.

2. Client Engagement Manager Details

Project Planning: Translates the high-level Contract and/or Scope of Work into a detailed project plan
Project Management: Manages the day-to-day operational and tactical aspects of multiple projects including coordinating directly with clients
Research: Undertakes research activities including client and market research interviews
Consulting Assistance: Assists in the development and delivery of consulting and training deliverables for client engagements
Client Interaction: Participates in client meetings and in the presentation of approaches, findings, and research
Resource Coordination: Coordinates timetables and resource allocation for various client engagements
Quality Assurance: Implements engagement review and quality assurance procedures following methodology
Engagement Success: Ensures profitable and successful execution of consulting engagements as measured by company goals and customer satisfaction
Scope Management: Ensures that scope is within agreed-upon parameters and makes recommendations for scope changes
Documentation: Creates, or reviews, documentation and presentations for delivery against the Contract/Scope of Work
Client Communication: Manages day-to-day communication with clients
Opportunity Identification: Identifies new areas of opportunity with clients

3. Client Engagement Manager Responsibilities

Clienteling Execution: Ensure a proper understanding and constant execution of all clienteling programs (welcome, prospect...)
Tool Implementation Support: Support the stores in the implementation of the tools (applications, iPhone/iPad...)
Team Training: Train the teams accordingly, collect needs and share best practices between SAs and stores
Impact Measurement: Track and measure the impact of all programs to ensure a relevant follow-up, set up targets
Client Service Support: Support the client service in the correct use of all tools and information
Event Coordination: Define calendar of actions (OTO, event), select the target (listing extraction and customer selection), invitation type (paper/digital), coordinate with suppliers, store teams and Buying/VM team
Event Alignment: Ensure the event is in line with the company's image and standards
Feedback Tracking: Track and follow up by gathering quantitative and qualitative feedback from the store
Customer Relationship Development: Ensure the teams develop a privileged relationship with customers and communicate with them in the most relevant way
VIC Action Planning: Define the action plan per VIC including attention, lunch, and fashion show invitation, preorder
KPI Understanding: Ensure teams understand client KPIs/segmentation and how to reach the targets
Data Collection Oversight: Ensure in-store data collection steps are properly implemented, conduct training
Data Management: Manage data quality, run reports and set targets
Data Quality Maintenance: Perform continuous data quality activities (deduplication and merging), follow up on issues in collaboration with HQ/MIS/Kering

4. Client Engagement Manager Job Summary

Performance Analysis: Analyze monthly store dashboards and follow up on customer KPIs with store managers
Client Reporting: Run specific reports/client analysis if needed to set up actions to support the business
ROI Tracking: Track all client actions above in the campaign management tool in order to measure the ROI
Content Verification: Check and validate global newsletters and submit local requests to HQ (i.e., store opening)
Launch Coordination: Coordinate all information before an omnichannel regional or country launch
Document Support: Support in the update of launch documents for omnichannel services
Feedback Analysis: Collect and analyze monthly quantitative and qualitative feedback from the regions and the e-commerce team
Reporting Leadership: Lead a Monthly Omnichannel Reporting on the performance of the services
Service Follow-up: Ensure the follow-up of service improvements based on store feedback and in collaboration with the e-commerce team
Document Management: Maintain the Retail Excellence Masterfile and Handbook updated with the omnichannel services deployment and all relevant follow-up documents
Project Coordination: Coordinate some project aspects of the new omnichannel services (UAT of the tool, translations with regions, presentation updates)
Competitive Analysis: Make International Benchmarks on competitors’ omnichannel services offer (studies, website, on-the-floor benchmarks)
Innovation Proposal: Propose relevant omnichannel and innovative ideas to develop further the services throughout all channels

5. Client Engagement Manager Accountabilities

Project Management: Manage project teams including both internal and external resources in the delivery of client solutions.
Project Planning: Develop a project plan with timelines and deliverables and lead the project to successful completion, on time and within budget, from start to finish with little senior management guidance.
Problem Resolution: Recommend improvements and alternative solutions to resolve problems.
Client Relations: Serve as the key point of contact with the client.
Business Development: Develop and/or elevate new business opportunities by identifying follow-on work and new leads.
Client Follow-Up: Follow up with the client after project deliverables are completed to ensure client satisfaction.
Professional Development: Proactively strengthen subject matter expertise through on-the-job experience, participation in conferences and symposiums, and other forums for professional knowledge sharing.
Mentorship and Coaching: Proactively mentor, coach, and share subject matter expertise with others to elevate the capabilities to deliver world-class solutions for clients.
Internal Leadership: Take a leadership role in the completion of internal projects.
Team Leadership: Provide coaching and direction to Analysts and Consultants across multiple projects at any given time.

6. Client Engagement Manager Functions

Strategic Value Delivery: Ensure that the company delivers strategic value throughout the post-sales phases of the project lifecycle.
Project Leadership: Serve as the project lead for every contracted engagement in the assigned accounts and projects.
Operations Management: Direct daily operations of the department, analyzing workflow, establishing priorities, developing standards, and setting deadlines.
Stakeholder Collaboration: Work collaboratively with cross-functional stakeholders at the company to ensure that offerings and deliverables stay aligned with the client’s strategic objectives and business needs.
Client Representation: Serve as the face of the company to clients and accounts, comprised of pharmaceutical companies, large national payers, and other healthcare organizations.
Information Resource Development: Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.
Systems Consultation: Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
Decision-Making Leadership: Drive complex decision-making and accountability across many external and internal parties.
Client Value Accountability: Be accountable for the delivery of value to the business and executive client stakeholders on the portfolio of projects.
Team Facilitation: Act as a facilitator to coordinate cross-functional teams and direct the activities of assigned Client Engagement Associates to drive project-related cross-functional collaboration.

7. Client Engagement Manager Job Description

Client Engagement Organization: Organize the internal matrix of client engagement organizational tasks into actionable plans while maintaining and nurturing client relationships.
Priority Queue Management: Manage a priority queue of deliverables needed across the organization utilizing deep account knowledge and client expectations at multiple levels on the client side.
Calendar Creation: Create a calendar of onsite meetings as well as executive sessions for annual planning purposes.
Timeline and Workflow Management: Manage the preparation timeline, internal workflows, and materials finalization.
Agenda Organization: Organize call agendas including following up with functional leads to ensure call preparedness, harvesting agenda items for client calls, and facilitating client calls, working with client agendas.
Meeting Facilitation: Attend client calls, take notes, collect action items, and work with the team to complete open items.
University Collaboration: Collaborate and work closely with University Program Directors to manage and maintain day-to-day operations.
Client Information Organization: Organize academic client information that will help ensure we are collecting up-to-date client information and ensuring we are tracking against timelines.
Webinar Coordination: Own the logistics and coordination of client-facing webinars.
Leadership and Client Collaboration: Under the direction of the leadership, work with the client on program solutions.

8. Client Engagement Manager Overview

Initiative Management: Responsible for managing key internal and external initiatives to add significant value to the customers as well as help the broader organization innovate.
Collaboration and Customer Insight: Collaborate with sales, pre-sales, training, and support teams to understand customers’ needs, their business, how success is defined, and ensure exceeded expectations in delivery and managing valued solutions.
Project Management Application: Leverage formal project management and development methodologies on enterprise-level engagements.
Leadership and Team Management: Lead individuals, teams, or multiple groups including implementation team members, customer stakeholders/SMEs, and potentially other third parties.
Project Analysis and Planning: Play an active role in analyzing project goals and creating a plan to achieve those goals.
Client Partnership and Value Optimization: Help clients achieve optimal value of Vendor Management Services by building and maintaining long-term partnerships.
Client Implementation Guidance: Guide clients through the entire implementation by defining business needs, configuring recommendations, and establishing ROI metrics to ensure each customer receives maximum benefit from solutions.
Performance Monitoring: Review client dashboards to confirm usability and generate insights on model performance.
Documentation: Document all project management aspects of client engagements.
Project Lifecycle Management: Plan, organize, and manage all phases of a project lifecycle to ensure successful delivery.

9. Client Engagement Manager Details and Accountabilities

Client Relationship Management: Manage onboarding and ongoing relationships with private clients
Marketing Material Development: Write marketing materials that target relevant audiences for projects and programs through appropriate media
Project Leadership: Lead the organization of key private client projects by coordinating the day-to-day tasks required for smooth delivery
Event and Project Management: Manage projects and corresponding events so they fulfill the requirements of each partner while leveraging any efficiencies that can be made behind the scenes
Client Assessment and Onboarding: Assess prospective clients for alignment with skills, manage the onboarding process which may be different for each project, and ensure desired outcomes for the program are achieved
Project Coordination and Documentation: Liaise with the Associates delivering the projects to ensure there is a clear understanding of the outcomes expected and required, and capture required documentation
Financial Administration: Facilitate invoicing for projects and ensure supporting evidence is provided to ensure prompt payment
Performance Tracking: Collect and communicate metrics and outcomes so that progress can be tracked, and outcomes measured against the KPIs
Marketing Leadership: Lead on company marketing and content for website and social media channels
Contractor Management: Utilize and manage external contractors to provide additional marketing and administrative support
Client Communication and Relationship Building: Liaise with clients, build relationships, collect feedback, and respond appropriately
Strategic Sales Planning: Work with the Strategic Director and other team members, create a plan to achieve sales goals and manage metrics to evaluate and measure success

10. Senior Client Engagement Manager Tasks

Client Relationship Management: Foster positive relationships with clients and boosting client satisfaction
Stakeholder Management: Manage expectations and day-to-day interactions with clients and internal stakeholders
Communication Strategy Development: Maintain a strategy to communicate across cross-functional teams to foster a positive, proactive relationship
Business Improvement Identification: Identify specific improvements based on client business challenges and data where PCCW Solutions can create real business benefits for clients and work with them to realize those business benefits
Process Efficiency Improvement: Actively look for ways to improve process efficiencies and effectiveness
Client Engagement Management: Challenge, recommend, and redirect teams as well as manage client expectations during the engagement
Digital Adoption Leadership: Increase Digital Adoption, lead, and manage Service Onboarding
Contract Management: Ensure the service contract terms are met
Reporting: Provide status reports for clients and internal management meetings regarding client satisfaction
Sales Enhancement: Identify and find ways to upsell or cross-sell to increase revenue and build brand awareness
System and Procedure Recommendation: Recommend new systems and procedures to amplify productivity to make these processes more efficient