Client Engagement Manager

Responsibilities:

Delivery

Responsible for day-to-day client satisfaction, including managing expectations and work flowing into the rest of the team.

Work closely with key internal stakeholders within the business to define and ensure successful delivery of customer projects.

Maintain and execute against appropriate project documentation, such as scope, goals, status updates, meeting minutes, plans (milestones, owners, timelines, risks, dependencies, mitigations), etc.

Hold internal and client resources accountable for executing against aligned plans including escalations with key documentation and clear impact statements, as appropriate.

Monitoring Coates performance and working with internal, cross-functional partners to improve results and/or continuous improvement efforts.

Identify areas for process improvement and drive any related optimization including implementation of best practices and lessons learned from previous projects.

Align and maintain proper (internal and client) governance structures to execute efforts

Keep stakeholders informed about progress, successes, and challenges via regular communications such as update meetings or status reports; these updates should be appropriately tailored in terms of length and level of detail based on the audience (i.e. working group vs. executive steering committee).

Account Management

Responsible for investing time to learn about core knowledge of the client and sharing it in contextual ways with the internal team to head off issues or illuminate opportunities

Identifying client growth opportunities, including forecasting ongoing and future sales, through client business expertise, an understanding of Coates products and services, and knowledge of the category/industry and competitive landscape.

Contract administration and change orders including internal Coates stakeholdering, alignment with the client, and ensuring timely receipt of revenue.

Leading client meetings as necessary, including quarterly business reviews

Have a pulse on overall client sentiment and participate in or lead internal client health updates and discussions

Qualifications:

Bachelor’s degree in Business, Technology, or related field

3+ years experience working in one or more of the following:

Technology (software development; SAAS) projects

Deployment efforts

Account Management

Client Engagement / Delivery

Strong organizational, analytical, problem-solving skills

Versatility, flexibility, and a willingness to work within fluid business environment with enthusiasm

Well-developed attention to detail whether looking at small details or large overarching implementation plans

Ability to manage complex efforts through tracking key milestones, defining the critical path, and risk management

Ability to drive (internal and external) accountability through relationships, transparency, collaboration, and timely escalation

Possesses effective interpersonal and excellent communication skills, with the ability to engage easily with peers and Director-level stakeholders (internally at Coates and with Clients)

Critical thinking and decision-making abilities in support of clients and organizational strategy, vision, and initiatives

Familiarity with modern technology management processes such as agile and/or scrum

Competent (or ability to build competence) with modern business tools (such as Word, Excel, PowerPoint, SmartSheet, Miro, Asana) and development/support tools (such as Slack, Jira, Confluence, Service Now)

Capabilities:

Communication Proficiency

Collaboration / Relationship building

Organization / Project Management

Customer Service Focus

Risk Management and Problem-Solving

Continuous Improvement and Innovation

Personal Effectiveness/Credibility