Customer Engagement Manager

2 weeks ago


Tampa, Florida, United States Vector Solutions Full time


Vector Solutions is in search of a Client Success Lead to become an integral part of the Government Solutions team, dedicated to fostering and sustaining robust customer relationships.

Client Success Leads manage a significant portfolio of clients, concentrating on onboarding, customer interaction, and proactive outreach. They are outstanding communicators, solution-oriented, and innovative problem solvers, possessing a comprehensive understanding of product offerings.

Key Responsibilities:
- Enhance customer retention and growth by strategically advising clients.
- Act as the main liaison for administrators.
- Conduct routine business evaluations.
- Communicate platform updates and track progress on outstanding issues proactively.
- Identify and escalate critical product concerns and retention threats.
- Facilitate best practices webinars and office hours.
- Engage in User Acceptance Testing.
- Maintain an updated knowledge repository.
- Contribute to team initiatives.
- Serve as the escalation point for customer support challenges.
- Gain a thorough understanding of the product, including delivering demonstrations to clients.
- Identify, document, and resolve challenges.

Qualifications:
- Ability to thrive in a self-directed environment.
- Exceptional interpersonal abilities.
- Proficient in Microsoft Office suite and CRM systems (Salesforce).
- Confidence in presenting to clients and senior executives.
- Excellent customer service skills and meticulous attention to detail.
- Strong communication capabilities.
- Solid work ethic and capacity to work autonomously.
- Superior organizational, time management, and prioritization skills.
- Adaptability to new circumstances and deadlines.
- Enjoys working in a dynamic, team-oriented environment.
- Willingness to travel onsite as necessary (up to 10%).
- Bachelor's degree and 3-5 years of experience in a client-facing role.
- Ability to sit for extended periods and occasionally lift up to 15 pounds.

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