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Client Engagement Manager

Due to ongoing public health concerns, Think Company continues to operate in the United States as a fully remote company. As such, please consider this a remote (work from home) position.

Summary

The Client Engagement Management (CEM) team is growing to meet the demand from Think Company’s success—growing long-term partnerships with our clients. We are looking for an individual to manage strategic engagements, working closely with project teams and business development to forge new relationships with client stakeholders.

The CEM team was created to provide concierge-level account support to our key customers and unlock potential mutual value we see in our partnerships. We believe that creating close connections with our customers to understand their personal goals, company culture, and business needs will uncover important information that can be used to deliver more impactful work and build customer loyalty.

Our mission is to be a conduit of information that represents the different viewpoints influencing our consulting engagements—collecting and delivering feedback from our clients, advocating for project teams and best practices, and informing decisions that impact Think Company’s business.

Job Description

In this role, you will be responsible for the long-term retention of key accounts. To do so, you must keep a pulse on projects through connections you create with client stakeholders and project-teams who are responsible for delivering multi-year initiatives. Creating a viable business partnership with our clients will require you to maintain awareness of contract details and key dates to facilitate conversations about budget, renewals, and team transitions. Maintaining connections with delivery team managers that support project planning and operations will be crucial for creating well-orchestrated engagements, tailored to the unique needs of each engagement, and essential for long-term account success.

You’ll support client growth by collaborating closely with Business Development leads to facilitate introductions to key contacts you meet. You’ll help communicate Think Company’s product design and delivery expertise by contributing to sales conversations with relevant knowledge of our client's ways of working and business needs.

Core responsibilities

  • Sustaining key accounts: maintaining a log of stakeholder touchpoints and new connections, creating stakeholder maps, and account planning—identifying specific, actionable ways to increase the value of our partnerships for Think Company and our customers

  • Growing our business within existing client organizations: Identifying segments of the business, key contacts, and needs within our client organizations that align to Think Company services

  • Act as a trusted advisor to stakeholders, connecting with them to discuss the health of our engagements, gather feedback about our team, and providing recommendations that will create the most successful outcome, leveraging your own experience and Think Company’s institutional knowledge

  • Liaise between business development, delivery, and management teams to communicate achievements, new business opportunities, risks, and customer feedback

  • Identify trends across multiple accounts and inform the evolution of Think Company services and process to meet client demands


Essential Knowledge and Experience

  • A firm understanding of the digital product design process and methodologies

  • Consulting experience leading / managing teams on long-term engagements

  • Experience working with design, content, and development teams in a matrix environment

  • Familiarity with design thinking and change management

  • Worked with a variety of organizations (sizes, industries, etc)


Skills that will make you successful in this role

Situational Awareness

  • You are keenly aware of the environment of our engagements, able to identify issues that present delivery or reputation risk and capable of connecting dots to develop broader context of our client needs

  • You are able to process many inputs of an engagement, zooming in when teams require support and zooming out to maintain a broader picture of larger goals and influences surrounding our teams' work

Proactive, positive problem solving

  • When faced with challenges, you are able to work with others to identify different approaches to resolution and outline the pros and cons to each approach

  • You tackle challenges with even-keeled optimism and enthusiasm

Communication and Facilitation

  • You build relationships quickly, finding connections and building trust

  • You are able to distill complex ideas into simple references and talking points

  • Embodying our core values, while evangelizing what's best for our customers, Think Company, and our teams.

  • You are able to facilitate strategic conversations and act as a mediator between decision makers

Think Company defines and solves business problems across many industries for both start-ups and Fortune 50 organizations. Assignments range from 3–6 month projects to 12–18 month dedicated teams, sometimes with significant onsite time at our clients' locations. Our environment is dynamic and highly matrixed involving design, development, and project management. We do more than production—we conduct discovery, research, ideation, prototyping, testing, and implementation.

Our Thinkers present concepts to executive-level stakeholders, answer hard questions, and back up their recommendations with evidence while exuding confidence and gaining buy-in. Our solutions often solve the challenges of modern companies—integrating multiple systems, breaking down organizational silos, and creating more holistic service experiences. Check out our work for examples of our typical projects.

We are a design firm that encourages fun, creativity, and relationship building. Check out Think Company's Core Values.

Think Company is dedicated to greater diversity and inclusion within our own organization and provides equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, abilities, income, marital status, ages, philosophies, disabilities, and veteran status.

Recruiters and staffing companies need not contact us and do not have permission to contact people on our behalf.

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