Working under minimal supervision of the Manager of Customer Experience, referring only exceptional problems and issues for management review or approval, the Client Engagement Specialist ensures exceptional service delivery and execution for complex, enterprise accounts, ensuring that procedures, processes, data collection and reporting are all executed in a timely and precise manner. Ensures Service Level Agreements (SLAs) and new services are executed flawlessly across all verticals within the Technology Integration and Distribution Center. The Client Engagement Specialist influences cross-functionally to develop and implement solutions that increase the Customer’s loyalty and lifetime value. This is a hybrid position.
What We Do
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’s what we do. We’re the IT Department’s IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’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.
Why You Should Join Us
You’ll find supportive teammates and a rewarding career at Connection—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’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days
Check us out!
https://www.connection.com/content/about/transform
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
· Frequent interactions with sales and services verticals
· Acting as the voice of the client or customer.
· Monitoring key account health metrics and internal SOP compliance
· Answering all sales inquiries within established SLAs
· Handling account administration and overseeing operational activities within the facility
· Ensuring customer or client escalations and concerns are proactively addressed, and that root cause analysis is conducted for non- performance
· Developing program strategies that support customer or client satisfaction and loyalty
· Providing proactive recommendations for continuous improvement.
· Advising on infrastructure requirements and improvements needed to meet evolving client needs.
USD $58,000.00/Yr.
USD $73,563.00/Yr.
Degree requirements: Bachelor's Degree in Business, Project Management, Sales or the equivalent combination of education and work experience
· Strong relationship building skills; excellent communication and follow-through.
· Strong organizational knowledge and ability to drive flawless execution to standards and SOPs.
· Highly collaborative and able to influence Sr. Leadership to drive improvements and change based on client feedback
· Ability to listen to client needs and identify solutions.
· Proven experience managing projects and delivering expectations, both internally and directly with clients.
· Proven success at working collaboratively with sales, PMOs, and technical solutions providers to solve strategic problems.
· Excellent skills in developing documentation, creating reporting and leading business reviews; intermediate to advanced Excel, Power BI, and Power Point skills.
· Working knowledge of IT solutions including provisioning, data center, networking, security, in and out of warranty repairs and ITAD.
· Working knowledge of JDA ERP and OMS to understand lifecycle of an order.
· Working knowledge of typical client asset management systems, such as Asana and Service Now.
· Excellent time management skills.
· Learning agility to increase knowledge in all areas of the internal organization and broad client base.
As a Global IT Solutions Provider, we connect people with technology that enhances growth, elevates productivity, and empowers innovation.
Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to organizations of every size and industry. We serve business, enterprise, and government markets—with tailored offerings for a variety of industry verticals, including healthcare, education, retail, manufacturing, finance, and more.
Our staff of highly trained Account Managers, solution architects, and technical specialists deliver the end-to-end technology solutions and services today’s organizations and users need to function at their best. From digital workplace solutions to modern IT infrastructure and multicloud to supply chain and lifecycle, we have it covered—offering trusted guidance, cutting-edge technology, and instant access to efficient, worldwide procurement through our proprietary platforms and network of 500 suppliers in 174 countries.
Our Values
Respect: We are united by one common vision. We work together to create a winning culture built upon mutual trust and respect.
Excellence: We focus on activities that drive results. We lead by example. We work to achieve excellence in all aspects of our business. We are always looking for better ways to serve our customers.
Teamwork: We win together—all success is mutual. We are accountable to our customers, employees, and shareholders. We work as a team to effectively collaborate, and drive innovation.
Integrity: We are honest and direct in all of our dealings. Honor above all else!
Connection has been recognized with several accolades that reflect our commitment to those shared values, including:
• Twice named one of the “Most Trustworthy Companies in America” by Newsweek.
• Named “America’s Best-in-State Employers” three times by Forbes.
• Recognized in the “Top 100 Technology Companies” by Businessweek.
