Client Engagement Manager

Are you a team player who enjoys learning new tools and technologies? Are you good at multitasking, and do you have a sense of urgency when completing a task? Is your communication style informative, personable and focused on building trust with your clients?

Traveling Coaches is looking for an experienced Client Engagement Manager who can multitask with extreme precision, quickly adapt to new technologies, and provide outstanding and effective customer service. If this sounds like you, please take a few minutes to complete this survey and submit your resume.

Traveling Coaches is the legal industry’s foremost partner for learning and development and the first company to win Thought Leader of the Year, Consultant of the Year, and Innovative Solution Provider by the International Legal Technology Association.

Since 1995, we have partnered with over 1,000 law firms and corporate legal departments, including UK Magic Circle firms and 87 of the Am Law 100, to increase return on investments through our proven change management and user experience programs. We work with firms of all sizes and geographies offering innovative solutions such as our award-winning OnGuard Security Awareness Program; revolutionary LegalMind Learning Solution; transformative Springboard Elevated Learning Program; and world-class training and change management services. 


Compensation and benefits

  • Health, dental, life, short- and long-term disability insurance.

  • Employer matching retirement plan.

  • Flex Plan for medical and childcare expense savings.


Job Responsibilities

  • Provide excellent customer service as your clients’ primary point of contact.

  • Serve as a liaison between internal onboarding and technical support teams responsible for service delivery.

  • Build a trusted advisor relationship with primary contacts based on in-depth working knowledge of Traveling Coaches’ products and managed services.

  • Define and implement strategies to increase the stickiness and user adoption of subscription-based products and services.

  • Provide input and expertise in the development of service improvements and strategic solutions to meet client requirements.

  • Manage contractual SLAs, KPIs and client satisfaction measurements.

  • Drive continual improvement through formulation, development and implementation of technical processes and strategic business solutions to enhance client satisfaction.

  • Manage client relationships, sustaining greater than 95% retention and renewal targets through ongoing support and technical guidance.

  • Expand accounts by identifying cross-sell and up-sell opportunities for complementary product/services.

  • Gather key client information, including budget, decision-making processes, firm environment and technology plans, and input leads and relevant data into SalesForce.

  • Help ensure client referrals and sponsorship.


Qualifications

  • Bachelor's degree or higher.

  • 3-5 years of experience in delivering Cloud Managed Services, providing outstanding client service for multi-year engagements, and implementation and support of learning, technology and compliance programs.

  • Strong interpersonal and client-facing skills.

  • Strong focus on achieving commitments to clients by applying leadership, communications, collaboration and problem-solving skills.


Additional Preferences

  • Strong networking and technical aptitude in the implementation, delivery and support of Cloud Managed Services.

  • Experience implementing complex programs and projects that require the integration of multiple technology components.

  • Experience with Learning Management Systems, systems administration, testing and support.

  • Strong relationship-building skills (internally and externally).

  • Proven ability and experience in managing major accounts, customers and large contracts.

  • Strong business acumen, leadership skills and attention to detail.

  • Proven ability to solve problems and interpret and resolve challenges using a variety of resources with minimal supervision.

  • Well-adapted for a fast-paced and quickly changing legal/technology environment.