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Senior Client Engagement Manager
2 years ago
ustwo is looking for a Senior Client Engagement Manager to help create and facilitate the conditions for impactful client relationships and partnerships. Highly organized, trusted, and solutions-oriented, you will work in close collaboration with cross-functional project teams and local leadership to establish relationships built on empathy, respect, and shared values.
You’ll support activities for business development, creating outreach plans against studio strategy and driving internal alignment in crafting differentiated responses to client needs. You will be a critical component of how ustwo meets and engages with clients, and will own the growth and retention of relationships, establishing ustwo as a true partner and thought leader, rather than a “brief taker.”
WHAT YOU’LL DO
- Oversee multiple accounts, managing the client relationship and fostering strong cross-functional collaboration across ustwo and client organizations with an eye toward account growth.
- Function as a strategic advisor for both clients and our internal teams, providing provocative thinking to help unpack ambiguity and pave the right path forward.
- Research and leverage client and industry information to help teams operate with empathy and insight.
- Support, inspire, and challenge ustwo teams to create innovative solutions and deliverables.
- Proactively identify opportunities within managed accounts to provide strategic value.
- Respond to inbound requests and coordinate cross-functional pitch teams to deliver standout, competitive responses.
- Collaborate with the other Client Partners and local leadership to help plan, develop, and lead initiatives that support growth objectives for the studio.
- Support the creation of marketable content that can be leveraged in business development.
YOUR SKILLS
- You engage others from a position of respect, empathy, and humility. You understand that clients are individuals with their own drives, goals, and stressors. You seek to understand their motivations and pass this perspective on to the relevant teams.
- You listen to create understanding. The path towards successful client relationships is not always in a formal document. You create and facilitate forums for impactful conversations to better understand client needs, and are not afraid to challenge and interrogate the details in order to define a clearer and more impactful outcome.
- You bring a solutions-oriented mindset. You understand that starting new projects and relationships is a task steeped in ambiguity, and you encourage both working teams and clients to collaborate towards a solution and a path forward.
- You bridge organizational gaps through transparency. The heart of a strong client relationship rests in creating positive and open working environments.
- You understand how digital organizations make products. You understand the steps of how products and projects go from concept to launch, and can guide clients on where to start based on what information they provide you.
YOUR EXPERIENCE
- 4+ years of relevant experience in account management and client services at a digital product agency or similar product-focused environment.
- You have a proven track record of building, maintaining, and growing strong relationships with executive level clients, with the ability to confidently build rapport, credibility, and influence across multiple stakeholders.
- Experience working cross functionally with strategy, delivery, creative, and technical teams to deliver great work. You can confidently communicate a team’s process and deliverables, and understand what is required to build great products.
- An ability to balance internal team needs with client demands, and an understanding of how to prioritize and solve for both.
- Experience winning a competitive business pitch a plus
- Demonstrated business and financial acumen, understanding the economics of the digital product studio model and contributing in a way that supports the overall financial model of the studio.
BENEFITS
- Fully paid Medical, Vision, and Dental coverage
- 401k with up to 5% company matching
- 20 Days PTO
- Up to 15 additional closed days per year, including the last week of the year
- Hybrid working model
- Transit and Health FSA programs
- Citibike and Zipcar memberships
- 16 weeks paid parental leave
- Annual Growth & Development Budget
- Monthly Wellness & Cell Phone Contributions
We are committed to creating an inclusive environment for our colleagues, clients, community, and the users of our products.
We challenge ourselves at every level of the business, to form, cultivate, and uphold habits that ensure all individuals, especially those currently underrepresented, can thrive. We don’t have all the answers but we’re on a journey, and we are learning together.
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