Client Engagement Manager

Think Company

Remote Hybrid Sep 15
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Think Company operates in the United States as a fully remote company. As such, please consider this a remote (work from home) position. Please note that Thinkers are expected to operate within Eastern Standard Time Zone business hours.

Think Company is looking for a Client Engagement Manager to join our growing sales team.

In this role, you will be responsible for the long-term retention and growth 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 budgets, contracts, and team alignment. 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

  • Create quarterly business reports (QBRs) that summarize key financial metrics, risks, and opportunities


Essential Knowledge and Experience

  • A firm understanding of the digital product design organizations, processes, and methodologies

  • Experience scoping and estimating technology efforts

  • 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

Retirement & Stock Options Benefits
  • 401K
  • 401k with company contribution
Accessibility
  • Accessible Building
  • Accessible Work Environment
  • Service Animal/Emotional Support Animal
Perks & Discounts
  • Casual Dress
  • Home Office Stipend
  • Offsite Company Events
  • Snacks Provided
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Parental Leave
PTO/Flexibility
  • Commitment to Work/Life Harmony
  • Paid Holidays
  • Paid Sick Days
  • PTO
  • Unlimited PTO
Other
  • Community Service Programs
  • Fully Remote Options
  • Hybrid Work Options
  • Pet Friendly Office
  • Pet Insurance
  • Public Transportation Assistance
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
What is Think’s workplace culture like in general? Think Company has always been a people-oriented, employee-centered organization. We create a very collaborative culture for both work and socializing. How this looks has evolved considerably with COVID but, after shifting to a remote-first team structure, we’re finding new ways to remain close as teams and colleagues. Our culture and core values make Think Company a place where people are respected for individualism and encouraged to be themselves. We strive to create an environment that’s both challenging and fun to work at. This has translated to longer tenures for many Thinkers thanks to the personal and professional growth opportunities combined with a good lifestyle balance.   What opportunities are there for career development and professional advancement at Think? Career development is a top priority for us. We offer many tools and incentives to promote this including: personal training budgets, educational team activities, and regular Lunch-n-learns. Our managers across the company undergo training to conduct productive 1-on-1s, develop growth plans for employees, and provide regular performance reviews—which include opportunities for promotion with a quickly growing company.   What social responsibility initiatives is Think involved with? Think Company has always strived to be a socially responsible company. A Diversity, Equity, and Inclusion committee was established about three years ago and has focused on making sure that we’re supporting all Thinkers while growing in a way that reflects the community we’re a part of. As part of this effort Think Company has worked to ensure pay equity across roles and transparency in salary bands to our employees. In addition to the volunteer activities that individuals participate in with paid Volunteer Time Off, we partner with HopeWorks and other local non-profits related to or who benefit from the work we do.