Client Engagement Specialist - PC Connection

Connection; Wilmington (DE); On-site; USD 58,000 - 74,000; Full time

Job summary

A leading technology solutions provider seeks a Client Engagement Specialist to enhance service delivery for enterprise accounts. This role requires strong relationship-building and project management skills, ensuring timely execution of processes and fostering customer loyalty. The ideal candidate will collaborate across teams, influence leadership, and utilize analytical insights to improve client satisfaction. Join a supportive team that values creativity and offers comprehensive benefits, including competitive compensation and wellness resources.

Benefits

401k Plans

Medical Insurance

Free Therapy Visits

Mental Health Coaching

Meditation Resources

Generous Paid Time Off

Qualifications

• Bachelor's Degree or equivalent experience required.
• Proven experience in project management and client delivery.
• Strong proficiency in documentation and reporting.

Responsibilities

• Ensure exceptional service delivery for enterprise accounts.
• Build strong client engagement through frequent interactions.
• Collaborate with analytics teams to optimize client experience.

Skills

Relationship Building

Communication

Organizational Skills

Collaboration

Listening

Project Management

Time Management

Learning Agility

Education

Bachelor’s Degree in Business

Project Management

Sales

Tools

Excel

Power BI

PowerPoint

JDA ERP

ServiceNow

Asana

Job description

Overview

Working under minimal supervision from 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. This role involves ensuring that procedures, processes, data collection, and reporting are all executed in a timely and precise manner. The specialist also ensures Service Level Agreements (SLAs) and new services are flawlessly executed across all verticals within the Technology Integration and Distribution Center. Additionally, the role influences cross-functional teams to develop and implement solutions that increase customer loyalty and lifetime value.

What We Do

We simplify IT complexities by connecting people and technology. Whether a customer seeks better warehouse inventory management, workforce equipment, or data security, we make it happen by integrating the right mix of hardware, software, cloud solutions, and support services. We are essentially the IT Department’s IT Department.

Who We Are

Our team is enriched by diverse backgrounds, experiences, and perspectives, which fuels our innovation and creation of distinctive technology solutions. We invite you to join our fabric, share your ideas, and contribute to a team that values creativity, fresh thinking, and helping others.

Why You Should Join Us

At Connection, you’ll find supportive teammates and a rewarding career along with comprehensive benefits. Our total rewards package includes competitive compensation, 401k plans, medical insurance, and other progressive benefits. We prioritize emotional wellbeing by offering free therapy visits, mental health coaching, meditation resources, and more. Our generous paid time off includes vacation, sick leave, Wellness, and Volunteer Time Off days.

Responsibilities

1. Ensure exceptional service delivery and execution for complex, enterprise accounts, with timely and precise procedures, processes, data collection, and reporting.
2. Build and maintain strong client engagement through:

• Frequent interactions with sales and services teams
• Acting as the voice of the customer
• Monitoring key account health metrics and SOP compliance
• Responding to all sales inquiries within SLAs
• Managing account administration and operational activities
• Addressing escalations and conducting root cause analyses
• Developing strategies to support customer satisfaction and loyalty
• Providing recommendations for continuous improvement
• Advising on infrastructure improvements to meet client needs

Collaborate with analytics teams on customer data and trends to optimize implementation and client experience.

Influence senior leadership on prioritizing impactful improvements and investments to grow the customer portfolio.

Minimum

USD $58,000.00 per year

Maximum

USD $73,563.00 per year

Qualifications

Degree requirements: Bachelor’s Degree in Business, Project Management, Sales, or equivalent experience.

• Strong relationship-building, communication, and follow-through skills.
• Excellent organizational knowledge and ability to execute flawlessly according to SOPs.
• Collaborative mindset with ability to influence senior leadership.
• Ability to listen to client needs and propose solutions.
• Proven project management and client expectation delivery experience.
• Experience working with sales, PMOs, and technical providers to solve strategic issues.
• Proficiency in documentation, reporting, and conducting business reviews; intermediate to advanced skills in Excel, Power BI, and PowerPoint.
• Knowledge of IT solutions including provisioning, data center, networking, security, repairs, and IT Asset Disposition (ITAD).
• Familiarity with JDA ERP and OMS for order lifecycle management.
• Understanding of client asset management systems like Asana and ServiceNow.
• Excellent time management skills.
• Learning agility for broad organizational knowledge and client understanding.