Client Engagement Manager

About Us: Rizing, a Wipro Company, specializes in HR and Human Capital Management (HCM) solutions based on SAP SuccessFactors®. By focusing on employee experience, payroll, engagement, workforce analysis, and training management, we create efficient and connected HR processes. Our HR and payroll experts create long-term client relationships, prioritizing client success over profit.

Description: Acts as the single point of contact, facilitating the day to day activities in support of Managed Services clients. Interacts with the Director and Consultants in Managed Services, offshore and Delivery Consultants, Sales Team, Solution Center Team, Project Managers, and Finance to best position Rizing to support the client’s business initiatives.

Essential Functions:

• Acts as the main point of contact, proactively ensuring client needs are met and enhancing overall satisfaction; develops a roadmap to enable SuccessFactors enhancements per client’s business initiatives, manages escalated service issues, and monitors case resolution.
• Develops and implements engagement strategies to drive value.
• Leads regularly scheduled status reviews, Quarterly Business Reviews and annual account reviews.
• Develops an understanding of clients’ job responsibilities, business, and industry to best position Rizing to support client business initiatives.
• Establishes and maintains contract and account governance, managing client change control requests, and approving consultant timesheets.
• Identifies opportunities for upselling, promoting renewals and maximizing customer lifetime value.
• Tracks service level agreement (SLA) performance and overall customer satisfaction to include reviewing metrics for opportunities to improve client experience.
• Facilitates onboarding of new clients including kick-off meetings, knowledge transfer, and training.
• Coordinates with Sales and Professional Services teams to smoothly transfer ownership of the client.
• Cultivates exceptional working relationships to include the regional leadership team, Sales, global peers, Client stakeholders up to and including C-level, and vendors/partners.
• Provides metrics on Managed Services performance.
• Completes continuing education activities to attain and maintain professional certifications.
• Performs other duties as assigned.

Required Qualifications:

• Bachelor’s degree in Information Systems, Information Technology, Human Resources or related discipline or equivalent work experience.

Required Experience:

• 2 – 5 years experience in customer services or account management, managing a portfolio of accounts.
• 2 – 5 years previous experience in professional services or consulting industry.

Knowledge, Skills, and Abilities (KSAs):

• Basic knowledge of project management methodology, tools, and templates.
• Basic knowledge of HR policies and processes and customer service principles.
• Advanced functional knowledge of SuccessFactors architecture and functionality through either configuration or end-user experience.
• Analytical and solutions oriented; ability to solve complex problems, provide detailed insight and constructive criticism into problems and complex situations.
• Identifies key factors that influence the viability of different solutions and clarifies information to solve problems.
• Ability to build personal relationships with clients and peers, while inspiring and motivating others.
• Ability to work in teams and independently.
• Strong presentation skills and meeting facilitation; displays confidence and poise in formal speaking situations; creates effective and compelling presentations; keeps meetings clearly focused on the agenda.
• Excellent written and oral communication; attentively listens and shares knowledge/expertise.
• Advanced MS Office to include Word, Excel, Teams, PowerPoint, and SharePoint.
• Ability to establish and manage multiple priorities and meet tight deadlines with attention to detail and strong organizational skills.
• Ability to sell and deliver consulting services.

EEO Statement: Rizing is committed to providing a workplace free from discrimination or harassment. We expect every member of the Rizing family to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.