Job Summary

The Client Engagement Manager is responsible for building and maintaining strong relationships with clients to ensure customer satisfaction, retention, and business growth leading the customer service department to provide outstanding service, motivating team members, and developing strategies to increase customer satisfaction, loyalty, and retention. This role acts as the primary point of contact for clients, understands their business needs, coordinates internal teams, and ensures successful delivery of products or services.

The goal is to ensure the department runs efficiently and profitably while meeting or exceeding modern customer expectations.  The ideal candidate is customer-focused, proactive, commercially aware, and skilled in communication, relationship management, and strategic account development.

Knowledge and Skills:

• Develop and maintain strong long-term relationships with clients

• Expansion of sales on current portfolios

• Handle escalated customer complaints and provide effective resolutions

• Serve as the main point of contact for client communications and escalations

• Understand client business goals and recommend suitable solutions

• Coordinate with internal teams including sales, operations, marketing, and support to ensure client success

• Monitor client satisfaction and identify opportunities for improvement

• Conduct regular business reviews and performance meetings with clients

• Manage onboarding processes for new clients

• Identify upselling and cross-selling opportunities to support revenue growth

• Prepare reports, presentations, and account updates for management and clients

• Resolve client concerns in a timely and professional manner

• Track engagement metrics, retention rates, and client feedback

• Stay updated on industry trends and competitor activities

• Monitor team performance and ensure service level targets are met

• Analyze client feedback and service metrics to identify areas for improvement

• Collaborate with other departments to enhance overall client experience

• Prepare reports on client service performance and present findings to senior management

• Maintain knowledge of company products, services, and systems

• Strategic thinking

• Financial analysis

• Risk management

• Decision-making under pressure
  

Required Qualifications

• Minimum Diploma in Business Administration, Marketing, Engineering, or related fields

• Experience in B2B environments

• Proven experience in client relationship management, account management, customer success, or business development

• Previous leadership or supervisory experience

• Problem-solving and conflict-resolution abilities

• Proficiency in customer service software, CRM systems, and Microsoft Office

• Strong communication, negotiation, and interpersonal skills

• Ability to manage multiple client accounts simultaneously

• Excellent problem-solving and organizational skills

• Strong analytical and presentation abilities

Professional Experience:

• At least 5 years of experience in a production, manufacturing, or complex supply chain environment

• Proven track record in client relationship management, account management and customer success

Skills Proficiency:

• Data analysis and reporting

• Proficiency in SAP / Epicor and Microsoft Office Applications (particularly Excel), etc

• Experience with ERP / MRP systems and digital procurement platforms

• Ability to use data analytics and AI-driven tools to explain optimization results to stakeholders

• Leadership and team management

• Communication and active listening

• Decision-making and problem-solving

• Time management and organization

• Customer-focused mindset