Client Engagement Specialist

proven; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

A client engagement firm in Riyadh is seeking a Client Engagement Specialist. This role involves managing client relationships, handling urgent support requests, and coordinating internal departments for client needs. Candidates should have a Bachelor's Degree and 3-5 years in account management or customer service. Proficiency in tools like Excel and Smartsheet is preferred. The ideal candidate will exhibit strong communication skills and a client-centric mindset.

Qualifications

• 3-5 years in Account Management or customer-facing roles.
• Experience with KSA HR operations and client-side operations is preferred.
• Proficient in Microsoft Outlook and client portals.

Responsibilities

• Act as the first point of contact for clients.
• Coordinate with internal departments for client needs.
• Report to the direct manager with client updates.

Skills

Client Relationship Management

Advanced Excel

Project Management

Strong Communication

Education

Bachelor’s Degree

Tools

Smartsheet

Microsoft Teams

Oracle HCM

Job description

Job Title: Client Engagement Specialist

Location: Riyadh, KSA

Key Responsibilities

1. Client Relationship Management

• Act as the first point of contact for clients, especially during urgent or emergency visa-related support.
• Liaise with internal departments to ensure client needs are met efficiently.
• Attend client meetings to strengthen relationships and understand evolving requirements.
• Communicate client needs clearly to internal teams and line manager.

2. Account Management & Strategy Execution

• Directly coordinate with line manager to execute outlined tasks and strategic initiatives.
• Forecast and track client account metrics to ensure performance alignment.
• Ensure clients receive timely responses and services.
• Identify potential risks with major business impact and expedite to line manager when necessary.
• Implement strategies to improve client satisfaction and service delivery.

3. Sales & Business Development Approach

• Identify, develop, and drive leads and opportunities in collaboration with the account team.
• Assist in preparing and finalizing business proposals.
• Conduct win-loss analysis to improve future engagements.
• Ensure accurate costing and billing for services while maintaining predefined margins.

4. Team Leadership & Reporting

• Report regularly to the direct manager with updates on client activities and performance.
• Support the development of team KPIs and participate in regular appraisals.
• Provide supervisory support to sales and CRM team members.
• Foster an inspiring team environment with open communication and collaboration.
• Conduct client satisfaction surveys and reviews to gather feedback and improve services.

5. Payroll & Documentation Management

• Execute monthly payroll processes based on client input.
• Manage client trackers using Excel and Smartsheets for payroll and operational updates.
• Generate and manage monthly payslips within client portals.
• Ensure accuracy and timely delivery of payroll-related documentation.

6. Residency & Visa Management

• Track and manage employees' KSA residency status and renewal timelines.
• Maintain comprehensive records of employee visa statuses and documentation.
• Coordinate with overseas KSA embassies and authorized agencies to inquire about visa endorsement procedures across different countries.
• Evaluate individual visa cases and provide recommendations or escalation as needed.

7. CRM & Data Management

• Maintain accurate and up-to-date records in the CRM system.
• Provide consistent reporting and insights into management based on CRM data.

Requirements

• Required Qualification: Bachelor’s Degree from a recognized institution.

Professional Experience

• 3-5 years in Account Management, Senior Customer Service, or other client-facing roles.
• 2+ years managing complex client relationships, projects, or customer accounts.
• Experience in international environments and multicultural teams.
• Preferred: Familiarity with KSA HR operations, residency processes, and client-side operations.

Technical Skills

• Payroll & Documentation management (basic understanding preferred).
• Advanced Excel: Proficient in pivot tables, formulas (VLOOKUP/XLOOKUP), dashboards, and data analysis. (Optional but highly valued).
• Smartsheet: Basic project tracking, automation, and collaboration. (Optional).
• Client Portals: Familiarity with systems such as SAP SuccessFactors, Odoo, Oracle HCM, and Zoho. (Optional – basic understanding preferred).

Skills & Attributes

Communication & Coordination

• Professional Writing: Skilled in drafting formal emails, memos, and client correspondence.
• Virtual Collaboration Tools: Experienced with Microsoft Teams, Zoom, and Google Meet.
• Email & Calendar Management: Proficient in Microsoft Outlook and Gmail.
• Coordination with KSA embassies and global agencies for visa endorsements and case evaluations.

Project & Task Management

• Basic knowledge of project management tools including Excel and Smartsheet.
• Strong time and task prioritization skills to manage deadlines and deliverables effectively.

Soft Skills & Behavioral Competencies

• Situational Sensitivity: Promotes mutual understanding and considers the impact of actions on others.
• Open-Mindedness: Builds rapport across diverse cultures and backgrounds.
• Organizational Awareness: Understands formal and informal structures within client and internal teams.
• Leadership & Motivation: Capable of inspiring and guiding multicultural teams.
• Client-Centric Mindset: Handles urgent client needs with professionalism and empathy.
• Strategic Thinking: Implements strategies and identifies growth opportunities.