Client Engagement Specialist - PC Connection

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

Job summary

Join a leading IT services company as a Client Engagement Specialist, where you'll ensure exceptional service delivery for enterprise accounts. This role involves collaborating with sales and service teams to enhance customer loyalty and satisfaction. You'll monitor account health metrics and address escalations while providing strategic recommendations. Enjoy a supportive environment with comprehensive benefits, including competitive compensation and wellness resources.

Benefits

401(k) plans

Medical insurance

Mental health resources

Free therapy visits

Wellness and volunteer time off

Qualifications

• Strong relationship-building and communication skills.
• Proven ability to manage projects and deliver expectations.

Responsibilities

• Ensure exceptional service delivery for complex accounts.
• Develop strategies to enhance customer satisfaction.
• Monitor key account health metrics and SOP compliance.

Skills

Communication

Organizational Skills

Collaboration

Relationship Building

Problem Solving

Education

Bachelor's Degree in Business

Project Management

Sales

Tools

Excel

Power BI

PowerPoint

Asana

ServiceNow

Job description

Client Engagement Specialist - PC Connection

Join to apply for the Client Engagement Specialist - PC Connection role at Connection

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. This includes ensuring that procedures, processes, data collection, and reporting are all executed in a timely and precise manner. The role also involves ensuring that Service Level Agreements (SLAs) and new services are flawlessly executed across all verticals within the Technology Integration and Distribution Center. The Client Engagement Specialist influences cross-functionally to develop and implement solutions that increase customer loyalty and lifetime value.

What We Do

We simplify IT by guiding the connection between people and technology. Whether it's managing warehouse inventory, equipping workforces, or securing data, we make it happen through the right combination of hardware, software, cloud solutions, and support services. We are essentially the IT Department’s IT Department.

Who We Are

Our team is diverse, bringing together various backgrounds, experiences, and perspectives. This diversity drives innovation and creates unique technology solutions. We invite you to join our team, share your ideas, and contribute to our culture of creativity and support.

Why You Should Join Us

Enjoy a supportive environment, a rewarding career, and comprehensive benefits. Our total rewards package includes competitive compensation, 401(k) plans, medical insurance, mental health resources, free therapy visits, and wellness and volunteer time off. We value our employees' emotional wellbeing and strive to support it.

Responsibilities

• Ensure exceptional service delivery and execution for complex, enterprise accounts, with timely and precise procedures, processes, data collection, and reporting.
• Build and maintain strong client engagement through frequent interactions with sales and service teams, acting as the voice of the customer.
• Monitor key account health metrics and SOP compliance.
• Respond to all sales inquiries within established SLAs.
• Oversee account administration and operational activities.
• Proactively address escalations and concerns, conducting root cause analysis for non-performance.
• Develop strategies to enhance customer satisfaction and loyalty.
• Provide recommendations for continuous improvement.
• Advise on infrastructure needs to meet evolving client requirements.
• Collaborate with analytics teams on customer data and trends to optimize client experience and account health.
• Influence senior leadership on prioritizing impactful improvements and investments to retain and grow customer portfolios.

Minimum Salary

USD $58,000.00 per year

Maximum Salary

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 skills and ability to execute flawlessly according to SOPs.
• Highly collaborative, with the ability to influence senior leadership.
• Ability to listen and identify solutions based on client needs.
• Experience managing projects and delivering expectations internally and with clients.
• Proven ability to work with sales, PMOs, and technical providers to solve strategic problems.
• Proficiency in documentation, reporting, and 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 order lifecycle management.
• Experience with client asset management systems like Asana and ServiceNow.
• Excellent time management and learning agility to expand knowledge across internal and client domains.

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Other

Industries

• IT Services and IT Consulting