Client Engagement Associate

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine building performance to serve people, place and planet. Be part of a successful team that helps you build your best future! Our team is uniquely positioned to support a variety of industries around the world. You have the opportunity to develop through meaningful work projects and learning opportunities. We are committed to providing our employees with an experience focused on supporting their physical, financial and emotional well-being. Join the J&D Experts family and thrive in a strong company culture where your voice and ideas are heard - and your next great opportunity is just a few clicks away!

• Daily point of contact for our key and key employees Domestic/regional customers.
• Work closely with assigned Account Executive/Account Manager to understand client needs and account development initiatives and provide excellent day-to-day account management.
• Build strong, healthy relationships with assigned customers, be fully familiar with contractual agreements, and work to maximize sales and contract performance opportunities.
• Work directly with customers and functional support teams, including sales teams, to manage and resolve all customer-related issues and concerns.
• Ensure issues are managed and resolved according to SLA (Service Level Agreement) and our internal SLA.
• Escalation points for internal account teams.
• Assist in managing and improving Net Promoter Score (NPS) performance for assigned clients.
• Assist in the preparation and delivery of account reviews and customer experience reviews for assigned accounts.
• Create and manage scorecard reports and performance reviews as needed.
• This role has an "override" quota for the customer accounts to which it is assigned.
• Establish metrics and agreed-upon actions for each assigned account.
• Fully familiar with contractual agreements and Sensormatic's role in creating value for customers.
• Direct interactions with assigned customers positively impact the customer experience.
• Work with assigned account executives/managers and functional support leaders/teams.
• Resolve customer disputes and claims.
• Customer Service and Account Management
• Ability to communicate effectively with multiple contacts within each assigned account.
• Understand customer culture and role dynamics.
• Interpersonal skills and confidence in dealing with others.
• Ability to achieve goals and key performance indicators and self-monitor own performance.
• Comfortable working within deadlines and able to multi-task and perform ad-hoc work.
• Maintain integrity and respect confidentiality when handling sensitive data and information.
• Knowledge of 🔗 or other similar CRM systems.
• Performance/results oriented; able to deliver results with energy and drive and take decisive action.
• Responsibility/Integrity; takes responsibility for business tasks and performs actions reliably.
• Communication; Ability and confidence to communicate with colleagues throughout the organization.
• Flexible with work priorities and time, able to manage multiple projects and activities.
• Analyze and interpret; looks at problems in a logical and objective manner and is able to quickly identify key causes and possible solutions.