Client Engagement Manager Job Description

Client engagement managers create positive experiences for clients throughout the life of a project. They are the client’s first point of contact with a company and ensure both parties are meeting their contract terms. This is a skilled position that requires experience with project and client management. Client engagement managers work in a wide variety of industries, typically in a traditional office setting. While they usually work a standard 40-hour workweek, they may be required to work occasional overtime to meet client needs. Client engagement managers report directly to project managers.
 
Client Engagement Manager Duties and Responsibilities
 
No two client engagement managers are exactly alike, as specific skills vary from employer to employer. However, after analyzing online job postings, we identified several core duties and responsibilities common to the job:
 
Create Positive Client-Vendor Relationships
 
The main responsibility of client engagement managers is to create and foster a positive client-vendor relationship. This includes meeting often with both client and vendor management to ensure the project is moving forward appropriately.
 
Ensure Contract Terms Are Met
 
Client engagement managers ensure their employer meets all the terms of the contract for which they are responsible. This helps the client feel at ease with the client engagement manager and their employer.
 
Address Client Issues
 
As issues arise on a project, the client engagement manager addresses the problems and implements a plan to solve them. This involves setting goals and meeting with relevant teams to make sure they are met.
 
Collaborate with Sales Team
 
Client engagement managers often collaborate with sales teams to identify potential upsell opportunities with existing clients. These managers also help sales teams understand the needs of existing clients so that they can identify better selling opportunities.
 
Report on Project Progress and Performance
 
Client engagement managers report to project managers on progress and performance, especially in regard to client satisfaction. They meet with client management to gauge satisfaction and report on their findings.
 
Client Engagement Manager Skills and Qualifications
 
Client engagement managers are skilled communicators who use a critical eye when it comes to identifying potential problems and resolving them. They are highly educated and experienced. Client engagement managers also possess these skills and qualifications:

  • Change management experience – client engagement managers are familiar with the ways change can affect an organization. They understand how to make change as easy as possible on people who typically aren’t comfortable with it
  • Customer service – many client engagement managers have a background in customer service and support. They know how to listen to a client’s needs and address them appropriately
  • Client management – client engagement managers know how to work professionally with clients. This includes knowing how to manage client expectations and communicate information properly
  • Communication skills – client engagement managers are skilled communicators. They constantly communicate with their clients and their own team members through written and verbal means
  • Organization skills – client engagement managers are highly organized. They know what’s going on between different teams and keep team goals and plans organized so everyone clearly understands them 

Tools of the Trade
 
Client engagement managers often use the following tools to meet their job responsibilities:

  • Project management software (Basecamp, Asana, Trello)
  • Survey software (Qualtrics, Survey Monkey, SurveyGizmo)
  • Customer relationship management software (Salesforce, HubSpot CRM, Zoho CRM)

Client Engagement Manager Education and Training
 
Most client engagement managers possess at least a bachelor’s degree is a business- or communications-related field. Many client engagement managers also possess Project Management Professional (PMP) certification.
 
Minimal on-the-job training occurs after a new client engagement manager is hired, mostly because there is no single way of gaining high client satisfaction and engagement. However, client engagement managers may go through some basic training that introduces them to the client and project.
 
Client Engagement Manager Salary and Outlook
 
According to PayScale, client engagement managers make an average yearly salary of around $90,000. This salary can vary depending on experience and industry, with the highest earners making around $140,000 per year and the lowest earners making around $45,000 per year.
 
According to the Bureau of Labor Statistics (BLS), client engagement managers can expect to experience 9 percent job growth over the next decade. As vendors continue to work closely with clients, they understand the importance of high customer engagement and satisfaction, leading to an increased need for client engagement managers.
 
Helpful Resources
 
Check out some of these helpful resources to continue exploring this career:
 
PeopleMetrics CX Blog – PeopleMetrics is customer relationship management software; the company’s blog focuses heavily on creating a better customer experience. It’s updated regularly and touches on topics like turning customer feedback into actionable information, creating more feedback opportunities, and better measuring customer experience
 
Customer Experience Matters – this website is all about customer experience and why it matters. It’s regularly updated with highly informative articles that address relevant industry problems like improving bad customer experiences and mastering customer metrics. You can also find industry research reports on this website
 
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint – this book was listed as one of True Influence’s Top 25 B2B Must-Read Books of 2017 It teaches readers how to deliver what the customer wants through “memorable and deeply human experiences.” Chapters in the book cover engineering positive experiences, connecting five important touchpoints, and more
 
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service – this book posits that businesses have more opportunity to create a high amount of customer engagement through new technology like social media, smartphones, and big data. The book teaches readers how to use these new technologies to create higher customer engagement and more positive overall experiences

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