Client Engagement Specialist

2 weeks ago

Raleigh, North Carolina, United States Udt Full time

Client Engagement Specialist - Remote:
Summary

UDT is a technology facilitator that empowers clients across various sectors to assess, design, deliver, secure, and oversee technology solutions, whether on-site or in the cloud.

We offer adaptable and integrated services, encompassing mobility, cloud solutions, collaboration tools, data management, cybersecurity, and IT as a service.

Our organization also provides technical, professional, and managed services. This is a full-time position, and we provide our team with the flexibility of a hybrid work model. Occasional travel for meetings may be required.

The Client Engagement Specialist will collaborate with both new and existing UDT clients to ensure they achieve optimal success and satisfaction with UDT Services.

Your role will involve effectively onboarding these clients onto our services, initiating and managing their usage during the initial phases and beyond, while fostering high levels of customer satisfaction.

You will actively engage with your clients to promote service adoption and serve as their advocate within UDT.

Creative, motivated, and self-sufficient, you possess a deep understanding of customer needs and their specific use cases, positioning yourself as a trusted partner.

You can seamlessly manage multiple clients at various stages of their journey.

Your strong technical expertise allows you to take charge during situations that necessitate effective troubleshooting and resolution.


Key Responsibilities:


Establish a trusted advisor relationship throughout the client's organization, from executive sponsors to daily contacts, ensuring they derive value from our products and services.

Develop success strategies for clients that define their critical success factors, success metrics, potential challenges, and provide recommendations aligned with current and upcoming products.

Collaborate closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or subsequent deployments.

Oversee and support the client's adoption of our solution features and their overall business requirements as they relate to our offerings.

Utilize client relationships as necessary for prospect references.
Act as a liaison between product management and the client, focusing on effectively communicating UDT Services Products.
After completing initial training/onboarding, you are expected to acquire and maintain an in-depth understanding of UDT service products.
Independently manage multiple accounts.
Ensure a strategic roadmap is established for each of your accounts.
Conduct timely standard customer meetings and reviews for your assigned accounts on a monthly and quarterly basis.
Achieve or surpass annual customer satisfaction targets and other defined Key Performance Indicators.
Demonstrate excellent problem-solving abilities, including crisis management, communication, issue tracking, prioritization, and providing value-driven recommendations.
Exhibit a passion for collaboration and building robust relationships, both with clients and internal teams. You excel in virtual team environments.
Effectively communicate technical topics to both technical and non-technical audiences. You can influence at the executive level as well as with individual technical contacts.
You have a proven history of driving customer adoption and retention. You are experienced in managing renewal discussions and identifying and addressing signs of potential customer churn.

You proactively anticipate dissatisfaction, seek to resolve or prevent it, and when feedback is received, you embrace it with the intent to address it.

Qualifications & Experience
Oversee customer activities related to Managed Service Operations.

Serve as the client's primary point of contact for problem identification and resolution concerning UDT services or other issues causing dissatisfaction.

Facilitate meetings with clients, Service Delivery management, and other internal teams. Conduct customer success planning sessions.
Ability to aggregate data from various sources to prepare and deliver monthly and quarterly business reviews.

Assess, recommend, and collaborate with your client base to understand and align with their business and technology needs and objectives.

Education

A bachelor's degree in information technology, Computer Science, or Engineering is required, or five years of hands-on experience in a similar role within a fast-paced technical support environment.

5+ years of prior experience in customer success, technical account management, or a related field
3+ years of experience in the services industry
Strong communication skills and technical proficiency
Familiarity with Infrastructure, Cloud, SAAS Technologies, and Services
Proactive team player with innovative ideas for user adoption and churn reduction
Enjoys working closely with clients to ensure complete satisfaction
A self-starter who takes initiative to accomplish tasks
Required Knowledge, Skills & Abilities
Knowledge and experience in cross-functional management methods and techniques.
Understanding of IT applications, processes, software, and equipment.
Strong organizational, presentation, and customer service skills.
Ability to engage in strategic planning with a forward-thinking mindset over a 6-12 month timeframe.
Skill in planning and preparing written communications.
Ability to lead teams and achieve results with a strong customer focus.

Interpersonal skills:
such as telephony skills, communication skills, active listening, and customer care.
Ability to manage multiple tasks and adapt quickly to changes.
Ability to work collaboratively and communicate effectively within a team.
Service awareness of all key IT services provided by the organization.
Understanding of support tools, techniques, and the application of technology in delivering IT services.
Typing skills for accurate and prompt entry of service request details.
Self-motivated with the ability to thrive in a fast-paced industry environment.
Excellent verbal and written communication skills are essential. Ability to translate issues quickly and succinctly into business terms.
Strong management capabilities to effectively lead and manage teams.
Comprehensive knowledge and understanding of the market, business models, processes, and structures.
Highly self-directed and results-oriented with exceptional presentation, interpersonal, and leadership skills.
Strong understanding of technology.
Knowledge of accounting practices, including billing, accounts receivable, and merchandise return processes.
Ability to make informed business decisions.
Capability to develop reports, recommendations, proposals, presentations, and other documentation.
Excellent presentation skills.
Proficiency in MS Office Suite.
Ability to operate in a fast-paced environment, managing multiple projects and tasks simultaneously.
Must be detail-oriented and execute with a high level of accuracy.
Strong organizational and time management skills.
Familiarity with ConnectWise, BrightGauge, and OpsRamp is a plus.
Must be able to travel as required.
What UDT Offers You

We provide a competitive compensation package where you will be recognized for your performance and the value you contribute to the organization.


UDT's Total Rewards package includes:
Medical, dental, vision, life, and company-paid disability coverage
Health savings accounts and flexible spending accounts
401(k) plan with company match
Paid holidays and unlimited paid time off options
Wellness programs, pet insurance, legal insurance, and more
Join us and be part of an inclusive, dynamic, and collaborative environment. UDT is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin.

In compliance with federal law, all individuals hired will be required to verify their identity and eligibility to work in the United States and complete the necessary employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background checks and pre-employment drug screening.

UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.

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