The Sr. Client Engagement Manager is the post-implementation high touch manager for our most complex and key Corporate customers. A successful team member will focus on strengthening client relationships and helping CCC learn the best way to optimize the customer experience for our software clients. Their work will include quarterly or semi-annual account reviews including product roadmap updates and participation in client roundtables. They will be tightly integrated with Product and Engineering to recommend and prioritize features and ensure client needs are well understood.

These are multidimensional roles, requiring a diverse skill set, including:

• An analytical approach to understanding the client’s workflow and helping them exploit our software to address their business challenges
• A solid understanding of project management to drive the client’s agenda and deliver results
• Thorough knowledge of our software products, including ability to demonstrate, train, and coach clients
• Technical fluency to facilitate communication between the client and CCC teams
• Sophisticated communication to engage clients easily and often understanding the customer’s business needs using our software
• They are a blend of seasoned product experts, innovative thinkers with the business acumen to identify how CCC can enhance our customers’ business. 
• They have a deep understanding of the CCC corporate software portfolio: RightFind Enterprise, XML for Mining and/or RightFind Pro, working closely with the Product Management group to understand the market and advocate for roadmap functionality representing our customer’s pain points.

In the senior role they are:

• The trainers and go-to people for the team member’s questions, issues and solutioning.
• Initiating and able to help plan/deliver internal department training/re-training and helps create, update and maintain department procedures and protocols.
• Able to utilize superior problem-solving skills to quickly and accurately respond to a wide variety of client needs and escalations. 
• Well-versed on all software license terms, helping to streamline contractual terms and add business context as needed to effectively meet customer expectations. 
• Able to help find leads for up-selling new software features and modules

ADDITIONAL RESPONSIBILITIES:

• Act as a strong high touch resource to strategic account team and key accounts driven through comprehensive understanding of the client and CCC products.
• Maximize account growth by identifying new revenue sources and then by promoting products and services.
• Analyze and document business problems from the customer perspective, identify trends and recommend solutions based on the product configuration capabilities.
• Escalation point for Customer Service Supervisor and Pro Services Project Managers for implementation and/or production issues.
• 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 advocate to ensure that all departments understand customers’ needs and requirements.
• Conduct operational meetings presenting document delivery, turnaround time, customer service and account SLA statistics and metrics, contract updates, new product discussions, product roadmap updates, and copyright training and documentation updates.
• Manage the Training Package for the clients who purchase that option, performing high quality customized training sessions and preparing required documentation.
• Conduct training with clients to ensure user adoption and maximized utilization of the supported products.
• Pass feedback to CCC Product Development Team in support of solution enhancements.
• Maintain on-going support expertise of licenses and software products.

QUALIFICATIONS:

• Bachelor’s degree, preferred
• 10+ years of client management experience
• In-depth sales, business and product acumen/orientation, tech savvy
• Demonstrated ability to mine accounts to find upsell opportunities
• Ability to consistently demonstrate innovation and sound judgment when making decisions
• Exceptional collaboration & interpersonal skills
• Excellent verbal and written communication skills, able to do formal presentations
• Aptitude for exploring and learning new technology independently and ability to simplify for the client and team
• Solid analytical skills
• Excellent meeting-management skills
• Proactive, solution driven
• Travel to up 30%