Client Engagement Manager

Coatesgroup; Chicago (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual market competitive bonus program

Flexible work options

Global Wellness paid day off

Community impact opportunities

Job summary

Coatesgroup is seeking a Client Engagement Manager in Chicago, IL. This role involves coordinating and managing the products and services delivered to clients. Responsibilities include ensuring client satisfaction, managing expectations, and leading internal stakeholder collaborations.

The ideal candidate will have a Bachelor's degree and at least 3 years of relevant experience. Strong organizational, analytical, and interpersonal skills are essential, along with the ability to drive accountability through relationships.

Qualifications

• 3+ years of experience in technology projects, account management, or client engagement.
• Ability to manage complex efforts through tracking key milestones and risk management.
• Willingness to work in a fluid business environment with enthusiasm.

Responsibilities

• Manage day-to-day client satisfaction and project documentation.
• Identify client growth opportunities and lead client meetings.
• Monitor performance and drive process improvements.

Skills

Organizational skills

Analytical skills

Problem-solving skills

Interpersonal skills

Communication proficiency

Education

Bachelor’s degree in Business, Technology, or related field

Tools

Word

Excel

PowerPoint

Jira

Slack

Asana

Job description

The Client Engagement Manager plays the key role in coordinating and managing products and services that Coates delivers to our clients. The role is vital to ensuring efforts are executed successfully while meeting quality, budget, and timeline goals. The Client Engagement Manager will be responsible for a group of efforts ensuring client satisfaction and executing account growth strategies. This person should be knowledgeable on our products and services, business/profit strategy, and be able to give structured and thoughtful responses to our clients that align with the goals of Coates. This person should be viewed as the day‑to‑day owner of the client relationship for his/her scope of responsibility and should also be knowledgeable about the context, politics, and innovation path forward with our clients to provide context to the internal team. Ultimately this individual is the single source of truth for all items related to the area of responsibility for the client and the central driving force for client activity into the delivery areas of our business.

Delivery

• Responsible for day‑to‑day client satisfaction, including managing expectations and work flowing into the rest of the team.
• Work closely with key internal stakeholders within the business to define and ensure successful delivery of customer projects.
• Maintain and execute against appropriate project documentation, such as scope, goals, status updates, meeting minutes, plans (milestones, owners, timelines, risks, dependencies, mitigations), etc.
• Hold internal and client resources accountable for executing against aligned plans including escalations with key documentation and clear impact statements, as appropriate.
• Monitoring Coates performance and working with internal, cross‑functional partners to improve results and/or continuous improvement efforts.
• Identify areas for process improvement and drive any related optimization including implementation of best practices and lessons learned from previous projects.
• Align and maintain proper (internal and client) governance structures to execute efforts.
• Keep stakeholders informed about progress, successes, and challenges via regular communications such as update meetings or status reports; these updates should be appropriately tailored in terms of length and level of detail based on the audience (i.e. working group vs. executive steering committee).

Account Management

• Responsible for investing time to learn about core knowledge of the client and sharing it in contextual ways with the internal team to head off issues or illuminate opportunities.
• Identifying client growth opportunities, including forecasting ongoing and future sales, through client business expertise, an understanding of Coates products and services, and knowledge of the category/industry and competitive landscape.
• Contract administration and change orders including internal Coates stakeholdering, alignment with the client, and ensuring timely receipt of revenue.
• Leading client meetings as necessary, including quarterly business reviews.
• Have a pulse on overall client sentiment and participate in or lead internal client health updates and discussions.

Qualifications

• Bachelor’s degree in Business, Technology, or related field.
• 3+ years experience working in one or more of the following: technology (software development; SaaS) projects, deployment efforts, account management, client engagement / delivery.
• Strong organizational, analytical, problem‑solving skills.
• Versatility, flexibility, and a willingness to work within a fluid business environment with enthusiasm.
• Well‑developed attention to detail whether looking at small details or large overarching implementation plans.
• Ability to manage complex efforts through tracking key milestones, defining the critical path, and risk management.
• Ability to drive (internal and external) accountability through relationships, transparency, collaboration, and timely escalation.
• Possesses effective interpersonal and excellent communication skills, with the ability to engage easily with peers and Director‑level stakeholders (internally at Coates and with Clients).
• Critical thinking and decision‑making abilities in support of clients and organizational strategy, vision, and initiatives.
• Familiarity with modern technology management processes such as agile and/or scrum.
• Competent (or ability to build competence) with modern business tools such as Word, Excel, PowerPoint, SmartSheet, Miro, Asana and development/support tools such as Slack, Jira, Confluence, Service Now.
• Communication proficiency.
• Collaboration / Relationship building.
• Organization / Project Management.
• Customer Service Focus.
• Risk Management and Problem‑Solving.
• Continuous Improvement and Innovation.
• Personal Effectiveness / Credibility.

Benefits

• Annual market competitive bonus program.
• Thrive Program which includes a suite of flexible work options and dedicated time to prioritize health and wellbeing.
• Global Wellness paid day off to recharge.
• Give Back Day to allow our crew an opportunity to make an impact in the community.

Equal Opportunity Employer

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).

Fraud Alert: Employment Scam Advisory

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation. We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.

Please be advised of the following:

• Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com".
• We do not contact employment candidates via email to solicit personal or financial information.
• All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile.
• All emails from us will come from our official domain, which is coatesgroup.com or via our Applicant‑Tracking System email address, which is no‑[e-mail].
• If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us.