Client Engagement Manager

The Client Engagement Manager will be responsible for managing a portfolio of clients, building and maintaining strong, long-term relationships to drive client satisfaction, retention, and overall success. This role demands a proactive approach to understanding client needs and delivering strategic solutions that maximize the value of the company’s products and services. The manager will promptly address any challenges to ensure an exceptional client experience. Reporting to the Manager of Client Success and working closely with the Lead Client Engagement Manager, this position also includes mentoring junior team members and contributing to process improvements. The role operates on an Eastern shift (6 PM to 3 AM EST) and offers flexibility with remote or onsite work options.

Key Responsibilities
- Act as the primary point of contact for a designated client portfolio, fostering strong relationships and ensuring long-term retention.
- Proactively evaluate client needs and provide strategic solutions to enhance product and service utilization.
- Conduct regular business reviews and strategic planning sessions to align with client goals, assess performance, and identify areas for improvement.
- Serve as a trusted advisor by understanding client business objectives and promoting engagement and product adoption.
- Identify opportunities for account growth, increased product usage, and expanded client relationships.
- Manage client escalations by coordinating with internal teams to resolve issues efficiently and prevent recurrence.
- Collaborate with the Lead Client Engagement Manager on complex client, product, and process-related matters.
- Mentor junior Client Engagement Managers by sharing knowledge, best practices, and troubleshooting support.
- Support onboarding and training of new team members to maintain consistent client engagement standards.
- Facilitate clear communication between clients and internal teams to ensure timely follow-up and effective resolution of issues.
- Work cross-functionally with Product, Implementation, Support, and other teams to enhance the overall client experience.
- Identify inefficiencies in client engagement workflows and contribute to process optimization efforts.
- Collect and communicate client feedback, recurring challenges, feature requests, and improvement opportunities to relevant teams.
- Monitor client health, engagement, satisfaction, and retention metrics, taking proactive action as needed.
- Maintain accurate records of client interactions, engagement activities, and follow-ups.
- Stay informed about industry trends, client needs, product developments, and best practices to continuously improve engagement strategies.
- Perform additional duties as assigned by the Manager of Client Success.

Required Qualifications
- Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related field.
- 3 to 5 years of experience in Client Success, Account Management, Customer Success, or a similar client-facing role.
- Proven ability to manage client portfolios and cultivate long-term relationships.
- Strong understanding of client retention, satisfaction, engagement, and relationship management principles.
- Demonstrated capability to identify client needs and deliver effective solutions.
- Excellent problem-solving and critical-thinking skills to independently resolve client challenges.
- Exceptional verbal and written communication skills for professional interactions with clients and internal stakeholders.
- Strong organizational and time-management abilities to manage multiple clients and priorities effectively.
- Ability to collaborate successfully with cross-functional teams including Product, Implementation, Support, and Operations.
- Experience mentoring peers and supporting team development initiatives.

Preferred Qualifications and Experience
- Experience in healthcare IT, SaaS, Revenue Cycle Management (RCM), Electronic Health Records (EHR/EMR), or other technology-driven industries.
- Experience working with US-based or international clients.
- Skilled in conducting Business Reviews, Quarterly Business Reviews (QBRs), client strategy sessions, or similar meetings.
- Familiarity with client success platforms, CRM systems, ticketing systems, and reporting tools.
- Strong knowledge of customer lifecycle management and client health metrics.
- Proven success in identifying account expansion, upselling, or cross-selling opportunities.
- Contributions to process improvement and client experience initiatives.
- Excellent presentation, negotiation, stakeholder management, and relationship-building skills.

This is a full-time position requiring availability during the specified Eastern shift hours. The role offers flexibility with remote or onsite work arrangements based on business needs.