Program Engagement Lead – Client Success

Baudville Brands; Grand Rapids (MI); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with vested match

Tuition Reimbursement

Performance-based bonus

Job summary

Baudville Brands is seeking a professional Program Engagement Manager to implement and support recognition programs for clients and their employees. This on-site role in Grand Rapids, MI, focuses on account management, client relations, and ongoing platform support to ensure teams feel connected and valued.

You will analyze program effectiveness, manage client relationships, and collaborate with sales to expand offerings, while delivering excellent customer service in a fast-paced environment.

Qualifications

• Associates or bachelor’s degree in business administration, Human Resources, Communication or related certification such as CRP
• 1-2 years of sales or post-sales support experience and at least 1 year of client management or project management experience
• Ability to represent RecogNation to clients with enthusiasm and professionalism
• Strong ability to learn new technology/tech‑savvy. Experience with MS Office with strong skills in Excel
• Demonstrated ability to communicate positively and professionally
• Excellent customer service skills required. Proven ability to graciously deal with all types of customers
• Ability to work under pressure and meet strict deadlines
• Ability to define problems, collect data, establish facts, draw valid conclusions, and offer solutions

Responsibilities

• Account management: Perform daily account management and customer support for RecogNation clients.
• Setting up and managing client technology platforms: Ensuring seamless integration and efficient operation of the platforms used by our clients.
• Client relations: Maintain strong relationships with assigned clients/accounts while developing a thorough understanding of their company needs and goals related to employee recognition and engagement
• Post-launch support: Resolve all inquiries and client concerns through to completion in a timely manner.
• Develop and conduct client reviews: Regularly assess program performance, identifying areas of opportunity, understanding client needs and sharing product ideas to meet those needs.
• Collaboration with sales: Working closely with the sales team to enhance and grow our offerings.
• Custom product inventory: Work closely with clients to understand their needs and communicate product inventory needs to purchasing.
• Approve work orders: Review and approve work orders prior to being sent to production for fulfillment.
• Handle inbound telephone and email inquiries: Engaging directly with clients and employees to maintaining excellent communication and support.
• Data Analysis: Analyzing program effectiveness and employee engagement metrics to make program enhancements.
• Problem identification and resolution: The ability to identify pain points for client and offer innovative solutions.

Skills

Account management

Client relations

Communication

MS Office

Problem solving

Time management

Technology aptitude

Education

Bachelor's degree in Business/HR/Communications

Tools

CRM software

MS Office

Job description

Baudville Brands is seeking a professional Program Engagement Manager to implement and support recognition programs for clients and their employees. This on-site role in Grand Rapids, MI, focuses on account management, client relations, and ongoing platform support to ensure teams feel connected and valued.

You will analyze program effectiveness, manage client relationships, and collaborate with sales to expand offerings, while delivering excellent customer service in a fast-paced environment.