Client Engagement Specialist

ViziRecruiter,LLC.; Wilmington, Northern (OH, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k plans

Medical insurance

Therapy resources

Paid time off

Wellness and Volunteer Time Off

Job summary

Connection is seeking a Client Engagement Specialist to drive exceptional service delivery for complex, enterprise accounts within a hybrid work environment. You will ensure SLAs, data reporting, and cross-functional collaboration to maximize client loyalty and lifetime value.

The role requires strong relationship-building, communication, and project management skills, with proficient use of Excel, Power BI, and PowerPoint.

Qualifications

• Bachelor’s degree in Business, PM, Sales, or equivalent experience.
• Strong relationship-building, communication, and follow-through.
• Proven project management experience delivering client-facing outcomes.
• Proficiency in Excel, Power BI, PowerPoint.
• Familiarity with IT solutions, data centers, and ITAD concepts.

Responsibilities

• Ensure service delivery for complex enterprise accounts with timely data reporting.
• Build and maintain strong client engagement across sales and services.
• Monitor account health metrics and SOP compliance.
• Address escalations and perform root cause analysis for non-performance.
• Collaborate with analytics for client data trends to improve implementation.
• Influence leadership on improvements to retain and grow accounts.

Skills

Excel

Power BI

PowerPoint

Relationship building

Communication

Education

Bachelor’s degree or equivalent in Business/PM/Sales

Tools

JDA ERP

OMS

Asana

ServiceNow

Job description

Introduction

From configuration to packaging and shipping, every detail matters when it comes to the seamless delivery of IT. Join the team that makes logistics and custom configuration look easy.

Overview

Working under minimal supervision of the Manager of Customer Experience, referring only exceptional problems and issues for management review or approval, the Client Engagement Specialist ensures exceptional service delivery and execution for complex, enterprise accounts, ensuring that procedures, processes, data collection and reporting are all executed in a timely and precise manner. Ensures Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The Client Engagement Specialist influences cross-functionally to develop and implement solutions that increase the Customer’s loyalty and lifetime value. This is a hybrid position.

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits.

• Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.
• We value the importance of our employees’ emotional well-being.
• To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
• You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Check us out!

https://www.connection.com/content/about/transform

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Responsibilities

• Ensures exceptional service delivery and execution for complex, enterprise accounts, ensuring that procedures, processes, data collection and reporting are all executed in a timely and precise manner.
• Builds and maintains strong client engagement through:
  • Frequent interactions with sales and services verticals.
  • Acting as the voice of the client or customer.
  • Monitoring key account health metrics and internal SOP compliance.
  • Answering all sales inquiries within established SLAs.
  • Handling account administration and overseeing operational activities within the facility.
  • Ensuring customer or client escalations and concerns are proactively addressed, and that root cause analysis is conducted for non-performance.
  • Developing program strategies that support customer or client satisfaction and loyalty.
  • Providing proactive recommendations for continuous improvement.
  • Advising on infrastructure requirements and improvements needed to meet evolving client needs.
• Collaborates with analytics team on customer or client data and their trends for optimizing implementation, execution, and the client experience. Assesses health of account, OSAT and client lifetime value.
• Influences Senior leadership on prioritizing most impactful improvements and investments to retain and grow their customer portfolio.

Requirements

• Degree requirements: Bachelor's Degree in Business, Project Management, Sales or the equivalent combination of education and work experience.
• Strong relationship building skills; excellent communication and follow-through.
• Strong organizational knowledge and ability to drive flawless execution to standards and SOPs.
• Highly collaborative and able to influence Sr. Leadership to drive improvements and change based on client feedback.
• Ability to listen to client needs and identify solutions.
• Proven experience managing projects and delivering expectations, both internally and directly with clients.
• Proven success at working collaboratively with sales, PMOs, and technical solutions providers to solve strategic problems.
• Excellent skills in developing documentation, creating, reporting, and leading business reviews; intermediate to advanced Excel, Power BI, and PowerPoint skills.
• Working knowledge of IT solutions including provisioning, data center, networking, security, in and out of warranty repairs and ITAD.
• Working knowledge of JDA ERP and OMS to understand lifecycle of an order.
• Working knowledge of typical client asset management systems, such as Asana and Service Now.
• Excellent time management skills.
• Learning agility to increase knowledge in all areas of the internal organization and broad client base.