Client Engagement Manager

You’re the heart of Connection. A people person who loves to help, listen, and learn. Join our team of experts to grow your career and work side by side with specialists from the industry’s biggest tech manufacturers.

Remote, IL

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

keywords: position summary,position details,what we do,who we are,why you should join us,client relationship management,service delivery oversight,growth & retention strategy,managerial,cross-functional collaboration,issue & escalation management,performance,experience,skills

Full Time

$108,500.00/Yr. - $140,950.00/Yr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /><br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and care time, but also Wellness and Volunteer Time Off days. <br /> <br />We are currently looking for a Client Engagement Manager who will be responsible for building and maintaining strong client relationships while ensuring the successful delivery and adoption of products and services. This role serves as the primary point of contact for clients, aligning business objectives with service execution to drive customer satisfaction, retention, and growth.<br /> <br />Leveraging the LAER model (Land, Adopt, Expand, Renew), the Client Engagement Manager focuses on the full client lifecycle&mdash;ensuring successful onboarding, driving solution adoption, identifying opportunities for expansion, and securing long-term renewals. By proactively managing account health and engagement, the Manager helps maximize value realization for both the client and the organization. The Client Engagement Manager integrates into the client&rsquo;s environment, developing an understanding of their business, operational processes, and technical landscape. This knowledge enables them to provide strategic guidance, anticipate needs, and deliver tailored solutions that drive measurable success. The Manager collaborates cross-functionally with sales, operations, and technical teams to ensure seamless service delivery, manage expectations, and resolve challenges.
Responsibilities: <strong>Client Relationship Management<br /></strong><br /> <ul> <li>Serves as the primary point of contact for assigned clients.</li> <li>Builds and maintains strong, long-term relationships with key stakeholders.</li> <li>Acts as a trusted advisor aligned to the client&rsquo;s business goals.</li> </ul> <br /><strong>Service Delivery Oversight<br /></strong><br /> <ul> <li>Ensures services are delivered in alignment with contractual obligations and SLAs.</li> <li>Monitors performance metrics and address gaps proactively.</li> <li>Coordinates with internal teams to ensure consistent, high-quality delivery.</li> </ul> <br /><strong>Growth &amp; Retention Strategy<br /></strong><br /> <ul> <li>Identifies upsell and cross-sell opportunities aligned to client needs.</li> <li>Supports account growth initiatives and contribute to revenue targets.</li> <li>Drives client satisfaction and retention through proactive engagement.</li> </ul> <br /><strong>Managerial<br /></strong><br /> <ul> <li>Leads and manages a team of 1&ndash;10+ on-site Infrastructure Technicians and/or Engineers, ensuring high performance and service delivery standards per each SOW/Client engagement.</li> <li>Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations.</li> <li>Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength.</li> <li>Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments.</li> <li>Drives a culture of accountability, continuous improvement, and employee engagement within the team.</li> </ul> <br /><strong>Cross-Functional Collaboration<br /></strong><br /> <ul> <li>Partners with sales, technical, and operations teams to align on client strategy.</li> <li>Ensures seamless communication and execution across all stakeholders.</li> </ul> <br /><strong>Issue &amp; Escalation Management<br /></strong><br /> <ul> <li>Acts as the point of escalation for client concerns.</li> <li>Drives timely resolution of issues through coordination with internal teams.</li> <li>Maintains client confidence during challenging situations.</li> </ul>
Requirements: <ul> <li>10+ years of similar type experience.</li> <li>Client Relationship Management: Ability to build trust, influence stakeholders, and maintain executive-level relationships.</li> <li>Strategic Communication: Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs).</li> <li>Consultative Selling: Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model).</li> <li>Project &amp; Program Management: Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment.</li> <li>Problem Solving &amp; Critical Thinking: Quickly assess issues, identify root causes, and implement effective solutions.</li> <li>Negotiation &amp; Conflict Resolution: Handle escalations, manage expectations, and drive mutually beneficial outcomes.</li> <li>Lead Through Challenges: Maintain composure and direction during escalations or high-pressure situations.</li> </ul>