Client Engagement Associate

The Client Engagement Associate’s primary role is to act as administrative partner for Client Partners, facilitating coordination with client support and account management throughout the client lifecycle. Exceptional customer service is provided by promptly responding to client needs, proactively communicating information, and maintaining organization in the Client Partner’s business operations.

Statement of Duties:

1. Creates a seamless customer experience from prospecting through the full client lifecycle
2. Processes client orders for subscriptions, products, or services promptly and with meticulous attention to detail
3. Coordinates and oversees live onsite and online client engagements, managing logistics including pre-work preparation, materials ordering and shipping, and client assessment coordination
4. Stays updated on and ensures adherence of company policies and revenue recognition requirements, understanding their impact on sales decisions
5. Collaborates with Consultants to enhance client experience during live-online work sessions by troubleshooting technical issues and facilitating client participation
6. Maintains and updates the producer schedule efficiently Performs other related duties as assigned

Competencies:

1. Problem-Solving: This refers to the ability of Customer Experience Coordinators (CECs) to effectively address challenges encountered in their roles. This involves proactively identifying and addressing potential issues before they escalate, contributing to smoother operations and customer satisfaction. Additionally, it entails promptly resolving customer issues and order processing errors, leading to high resolution rates and demonstrating effective problem-solving and customer-focused support.
2. Customer Service Orientation: This is a vital competency for Customer Experience Coordinators (CECs), focusing on prioritizing and meeting customer needs. This entails understanding customer requirements, providing timely and valuable responses, and aiming to enhance the overall customer experience continuously. Gathering feedback from customers allows evaluation of support effectiveness, while prompt issue resolution indicates adept problem-solving and commitment to customer-centric support.
3. Communication for Results: This involves effective communication with customers and internal teams. It requires clear information conveyance, active listening to customer inquiries, and seamless collaboration with sales teams and other departments. Ensuring efficient utilization of sales tools and CRM systems is essential for enhancing productivity and contributing to the success of both the sales team and overall customer relationship management processes.
4. Planning, Organizing, and Delivering: This involves managing multiple tasks effectively in a fast-paced sales support environment. It requires strong organizational skills to prioritize tasks, meet deadlines, and maintain efficiency. Successful collaboration between the CEC and the sales team leads to streamlined processes, improved communication, and increased overall sales efficiency.
5. Thoroughness: This involves ensuring accuracy in tasks such as order processing and documentation. Attention to detail is crucial for accurately fulfilling customer orders, minimizing errors, and improving overall customer satisfaction. This includes conducting regular reviews of the timeliness and accuracy of sales-related entries in shared spreadsheets or documents to provide valuable insights to support data-driven decision-making within the sales department and other functions. Monitoring the accuracy of order processing and fulfillment time is essential for successful CECs to ensure efficient and accurate order processing, thus contributing to customer satisfaction