Client Engagement Manager

Overview

Job Description: The Client Engagement Manager is responsible for the overall management of an engagement with clients and contractors. This includes and is not limited to the day-to-day management of the remote team and client relations. The Client Engagement Manager will ensure effective communication to contractors, client contacts and internal Aston Carter contacts.

Essential Functions:

• Maintain and manage contractor workforce according to client specific requirements providing recommendations to optimize the workforce.
• Oversee and manage deliverables as outlined in SOW or contract.
• Assist in optimizing the performance of contractors through performance management and KPI tracking and monitoring.
• Oversee Contractor Care Rep in the corrective action and disciplinary measures needed to manage contractor workforce
• Assist Client Solutions Manager (CSM) in identifying and executing skills development and knowledge capture/transfer as needed.
• Serve as the interface between client managers, field office, and contract employees. This includes regular attendance of client production and/or staff meetings.
• Assist and review client specific reporting and internal reporting in conjunction with the Solutions and Delivery Business Analysts.
• Support the development and expansion of a remote workforce.
• Liaison on the fulfillment of open requisitions with the field office and CSM.
• Support administrative tasks for new hire onboarding and orientation (PowerPoint creation, edit(s), and presentation to new staff hires).
• Review and sign off on client work assignments/statements of work
• Create and analyze quarterly business review content
• Attend quarterly business reviews and assist with the development of process improvements
• Create, complete and analyze post training engagement surveys.
• Create and implement Employee Recognition Program.
• Work with Aston Carter internal teams for logistics and reporting.
• Execute routine audit of contractor PPE compliance and other client driven policies.
• Maintain a professional work environment in alignment with current client culture.
• Safety conscious in all areas of the business to ensure that all employees are executing safe work procedures.
• Follow Injury Reporting Protocol by communicating with the appropriate internal contact and the local medical facility that provides post-accident care.
• Support all documentation using Aston Carter’s online system and access database to track information and hiring metrics regarding candidates and sourcing strategies

Qualifications and Requirements:

• Four-year college degree in teaching, business, or communications required; demonstrated experience may be considered in lieu of degree.
• Experience in making recommendations to director and operational leaders on identifying process improvement areas to positively influence key results, operational goals and metrics.
• Knowledge in Contact Center, Call Center or Customer Service environment.
• Supervisory or team lead experience preferred, with specific background in coaching /mentoring
• Experience in a project management or program management position is a bonus

astoncarterinternal