Premier LogiTech ("Premier") is looking for a Client Engagement Manager to join our team!

Company Information:

PREMIER is a fast growing certified partnered with several industry leaders in IT, including Dell EMC, HP and others.  Premier was recently recognized as an SMU Cox Dallas 100 Award winner as one of the 100 fastest growing company in the Dallas-Ft. Worth area. PREMIER’S growth and expansion of services has created the need for the position of  Sales Account Executive located in North Texas.

 

 

Position Summary:

The Client Engagement Manager is Premier LogiTech’s direct line of contact with Clients.  The Client Engagement Manager is the liaison between the Client and internal Sales team when onboarding the Client and when introducing new products and services to an existing Client’s portfolio.  The Client Engagement Manager will seek to penetrate the Client with additional services as both ongoing endeavors and one-off projects.  The Client Engagement Manager will conduct routine health checks with each assigned Client, provide Client key metric reporting against SLAs, prepare invoices, and execute escalations through fruition including completing CARs.

 

Responsibilities:

  • Work directly with assigned group of Clients to ensure that Premier LogiTech is meeting the Client’s objectives and expectation.

  • Responsible for the successful ongoing delivery of service to Clients within assigned accounts. This responsibility includes fielding calls received from Clients, logging the details of those calls into a ticketing software application, routing issues to the appropriate internal Resource, ensuring resolution of the issue, and responding to the Client to ensure that the Client is aware of the resolution and that the resolution meets the Client’s expectation. When the Client is satisfied, report back to the appropriate internal teams.

  • Proactively maintain relationship with assigned Clients by conducting routine ‘health check’ calls to solicit not only unreported Client concerns/issues but also discover underlying service and quality improvement opportunities and collaborate with Sales Leadership.

  • Discretely collect information on Client needs through routine ‘health check’ calls to determine additional services that can be provided for Client and collaborate with Sales leadership to exploit opportunities.

  • Communicate thoroughly and effectively with the Client, specifically focusing on Client responsiveness.

  • Proactively analyze Issues Log to identify trends in Client reported issues and report these issues to Operations/Quality Management.Based on knowledge of Client, provide Operations/Quality Management with improvement concepts.

  • Ensure that the Clients are gaining the full benefit of Premier LogiTech’s service offerings as well as identifying new opportunities and meeting the needs of the customer.

  • Regularly provide Client with proactive information and transparent reporting indicative of the status of Premier LogiTech’s service and quality provided to the Client.

  • Responsible for total account management function, serves as the central point of contact for assigned Clients.

  • Interface with appropriate internal teams to successfully resolve Client’s issues and escalates any internal support problems to the Vice President Operations for action.  Once plan is developed, executes plan through teamwork with internal departments and reports back to Operations leadership regarding progress and status.

  • Organize and manage routine service and quality performance reviews with assigned Clients (eg, periodic status reports, project status reports, quality reports, QBR, YBR, etc.).

  • Ensure that the Client issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.

  • Manage and issue to Finance accurate invoice information to ensure that all fees included in SOW are fully, accurately, and timely calculated.  Maximize revenue through use of SOW Billing Table while remaining equitable to the Client.

  • Manage key new Client projects including the onboarding of a new Client as well as the introduction of new services for the Client.

  • Work closely with Sales and serve as the liaison to Operations when developing SOWs for new Clients or for new services for existing Clients as well as when completing Change Orders to ensure that all aspects of operational expense are included.  This includes knowledge of Operational environment and associated expenses and application of those expenses to SOW development.  Accurate calculation of Operations expense for SOW consideration is paramount.

  • Work closely with business units and internal partners to define and manage service to new and existing Clients (eg, Engineering, Quality, Production, Procurement, IT/development, Finance, and PMO).

  • Manage project scope and change requests along with external Client expectations

  • Monitor project deliverables and progress through the duration of the project plan and manage deviations as appropriate, including project scope.

  • Conduct onsite presentations, webinars, and conference calls during the implementation phase to orientate a new Client, collaborate with Contacts, and train Client contacts on the systems and processes.

  • Proactively identify factors jeopardizing any project and escalate issues to management as appropriate.

  • Manage multiple projects, tasks, and responsibilities simultaneously.

  • Develop and maintain product and system knowledge, attend, and conduct internal and external training sessions, review enhancement and defect-resolution software release information.

  • Assist other team members with Client implementations, product knowledge, and project tasks.

  • Work in close partnership with other Client Engagement Managers to optimize resource consumption, deconflict priorities/requirements, and to not overburden Support Services with redundant meetings and requests (eg, Production, Engineering, Quality, Procurement, IT/Development, PMO, etc.).

  • In conjunction with Operations leadership, manages assigned Client P&L looking for revenue trends, volume trends, and operational expense to optimize profitability.

 

Skills and Specifications Required:

  • Excellent communication skills with the ability to effectively interface with Clients including executive level Client Representatives as well as all management levels and internal departments on a formal, informal, written, and verbal basis.

  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.

  • Demonstrated ability to provide exceptional customer service.

  • Detail oriented with a bias toward action (project management experience preferred).

  • Demonstrated ability in ensure achievement of client objectives through understanding of client objectives and influencing and directing internal product and operations teams.

  • Excellent analytical, problems solving and troubleshooting skills – ability to define problems, collect data, establish facts, and draw conclusions.

  • Must persist in issue resolution until such time as Client is satisfied and expresses satisfaction.

  • Strong overall business and people skills, including planning, presentation skills and business acumen.

  • Self-motivated, goal oriented, and able to work in a team environment.

  • Minimum of 5 years’ experience designing processes, managing third party providers, internal departments and directing operations for new business implementations.

  • Minimum of 5 years’ experience working directly with internal and external customers.

  • Minimum of 5 years’ experience with all Microsoft Office applications.

  • Product Management or Process Improvement Experience.

  • Strong consultative, analytical, and problem-solving skills.

  • Ability to manage and prioritize multiple competing projects including projects competing for the same Resources (support labor, technologies, facility space, equipment, etc.).

  • Detail oriented, strong organizational skills and ability to work independently with excellent interpersonal/communication and presentation skills.

  • Strong consultative, analytical, and problem-solving skills.

  • Ability to manage and prioritize multiple competing projects.

  • Detail oriented, strong organizational skills, and ability to work independently with a sense of urgent.

  • PMP Certification a plus.

  • Bachelor’s Degree in complementary field of study preferred.

  • Comprehensive understanding of the technology, reverse logistics, or forward distribution services preferred.

 

Physical Requirements, with or without accommodation:

  • Ability to sit or stand for long periods of time.

  • Work is generally performed in an office environment subject to stressful situations.

  • Flexible schedule with possibility of working long hours, including some weekends.

  • Limited travel may be required to support business needs.

 

 

For consideration, please submit your resume to hr@premierss.com.

OVER 100 YEARS EXPERIENCE
OUR SERVICES

Premier LogiTech ("Premier") is an award-winning Dallas-based provider of integrated technology solutions.

 

Premier was recently recognized as an SMU Cox Dallas 100 Award winner in 2020, as one of the top 100 fastest growing companies in the Dallas-Ft.Worth area.

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