The Client Engagement Manager is responsible for the account management of all repertory clients. This position is essential in ensuring excellent client experiences with our products including ACL/MCL, MPL, and Music Sync. In this role the CEM will utilize superior problem solving skills to quickly and accurately respond to a wide variety of client needs and escalations to ensure clients maintain high overall customer loyalty and maximum utilization of the products. They ensure client renewal retention and growth through close engagement. The CEM will use a variety of sales techniques to expand the relationship by cross selling and up selling adjacent products.

SKILLS/ABILITIES/COMPETENCIES:

• Act as a strong high touch resource to clients driven through comprehensive understanding of client and CCC products.
• Develop and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing the customer relationship and securing the renewal,
• Maximize account growth by identifying new revenue sources and then by promoting products and services.
• Analyze and documents business problems from the customer perspective, identifies trends and recommends solutions based on the products configuration capabilities.
• Escalation point for Customer Service Supervisor and Pro Services Project Managers for handling difficult client issues, high severity requests, or issue escalations.
• Monitor and assess reported customer service issues, volume trends, cancellation trends, operational issues and then consult with clients to recommend solutions for continuous process improvement and increased efficiency.
• Act as customer advocates to ensure that all departments understand customers’ needs and requirements.
• Conduct occasional training with client staff to ensure proper utilization of the licenses and supported products.
• Pass feedback to CCC Product Development Team in support of solution enhancements.
• Maintain on-going support expertise of applications.

COMPETENCIES:

• Nimble learner – readily learns and adopts new technologies; is resourceful and curious
• Proactive, solution driven
• Skilled in both verbal and written communication
• Is effective in a variety of communication settings; one-on-one, small and large groups, or among diverse styles and position levels

QUALIFICATIONS:

• Bachelor’s degree, preferred
• 2-5 years client-facing account management experience
• Product acumen/orientation, tech savvy
• Demonstrated client management skills
• Ability to consistently demonstrate innovation and sound judgment when making decisions
• Demonstrated ability to mine accounts to find upsell opportunities
• Excellent verbal and written communication skills, able to do formal presentations
• Solid analytical skills
• Excellent meeting-management skills