Client Relationship Specialist | Client Engagement Manager

Role overview

Client relationship and service

• Build relationships with existing and prospective clients, decision-makers, stakeholders, and representatives.
• Serve as primary contact for client inquiries, requests, feedback, and service matters.
• Understand client objectives, needs, expectations, and challenges, and manage expectations throughout the service lifecycle.
• Communicate with clients in a timely, accurate, and professional manner.
• Conduct regular check-ins, business reviews, meetings, and follow-ups.
• Handle complaints, escalations, and sensitive matters; investigate concerns and coordinate solutions.
• Support onboarding and provide product information, service updates, process guidance, and resources.

Engagement, monitoring, and growth

• Develop and implement engagement strategies to improve satisfaction and retention.
• Coordinate with sales, customer service, operations, product, and technical teams to address client needs.
• Monitor accounts, engagement activities, service performance, relationship status, satisfaction, retention, renewals, and service-quality indicators.
• Identify opportunities to improve client experience and service delivery.
• Identify appropriate cross-selling, upselling, renewal, and account-development opportunities and support account planning.
• Organize client events, webinars, meetings, appreciation initiatives, and other engagement activities.

Records, analysis, and improvement

• Maintain accurate records of client interactions, requests, feedback, and resolutions; track commitments, action items, deadlines, and follow-ups.
• Collect and analyze client feedback and engagement data to identify recurring issues and improvement opportunities.
• Prepare client engagement reports and provide regular updates to management.
• Recommend internal process improvements based on client feedback and market expectations.
• Maintain confidentiality and handle client information in accordance with company policies.

Qualifications and experience

• Diploma or bachelor's degree in business administration, marketing, communications, customer experience, hospitality, or a related field.
• Previous experience in client relationship management, customer success, account management, client engagement, or customer service.
• Strong understanding of customer experience, relationship-building, and client retention principles.
• Excellent verbal and written communication and interpersonal skills; professional, confident, and customer-oriented approach.
• Ability to understand client needs and provide practical, timely solutions.
• Strong problem-solving, negotiation, and conflict-resolution abilities.
• Excellent organization, time management, attention to detail, and ability to manage multiple clients, priorities, and follow-ups.
• Experience with CRM systems, customer-support platforms, or account-management tools.
• Proficiency in Microsoft Office, email, presentations, and reporting systems; ability to analyze feedback, engagement data, and service-performance reports.
• Strong coordination and cross-functional teamwork skills; able to remain calm and professional with difficult clients or escalations.
• Understanding of service standards, client satisfaction, and customer lifecycle management.
• Experience preparing client reports, presentations, business reviews, or engagement plans; ability to work independently while contributing to team objectives.

Advantageous experience

• Experience in B2B, corporate services, technology, finance, consulting, hospitality, or another client-facing industry is an advantage.

Development and benefits

• The posting offers salary and employee benefits, training, and opportunities to work with diverse clients and stakeholders.
• It describes exposure to account management, customer success, business development, client events, and strategic projects.
• The posting mentions CRM and customer analytics tools, recognition, and long-term professional development and advancement opportunities.