Senior Manager, Client Engagement for Named Clients

Job Description

Fragomen is recognized as the world's leading immigration services provider. Immigration is not just a practice area within our firm - it is our only practice. We provide comprehensive immigration services for short- and long-term international assignments, permanent transfers and the local hire of foreign workers.

The IT client engagement team was established to ensure that our current and potential clients are receiving a clear and accurate story to help them understand the advantages and strengths of our technology offerings. As technologies quickly evolve, it is the client engagement team's responsibility to ensure our clients have a solid understanding of what is available to them today as well as in the short and long-term future.

As a Senior Manager for named accounts in the client engagement organization, you will be responsible for representing the firm's state-of-the-art client-facing technologies to named clients through scheduled cadence meetings, roadmap presentations, problem resolution escalations, and working through client-specific needs. You will work with the Director, IT client engagement to prioritize activities. You will have close ties with the product group as well as training and communications to ensure presentations and materials are up-to-date and strategies are synchronized.

How you will make a difference as a Senior Client Engagement Manager at Fragomen:

As someone skilled at communicating technical concepts to all levels of client organizations, you will be an integral part of the retention of client relationships. Because you will be in contact with many of the firm's top clients, you will be an important conduit to the product team in ensuring the voice of the client is heard. As such, your input will be important to the firm's overall technology strategy and roadmap. In the role, your responsibilities will include:

• Scheduling and conducting regular meetings with a defined list of clients to update them on technology strategy and roadmap and to identify issues that require escalation
• Continually and proactively gathering information from software developers, designers, and product managers about new features, functionality, and upcoming product changes
• Developing accurate, organized, consistent and compelling product positioning and messaging that pushes the envelope in inspiring communication and presentation.
• Actively participating in product design and development team meetings and representing the interests of the client engagement team and Fragomen clients
• Delivering product information to promote usage and adoption through presentations, publications and analysis, marketing programs, customer notification and awareness campaigns, and in-application marketing efforts
• Become an expert user, and provide feedback to product design and development teams
• Collaborate cross-functionally to align product documentation with other forms of customer enablement content
• Collaborate with Product Management to drive product enhancements
• Conduct market research, customer interviews, and competitive analysis
• Provide content and design discussions for the firm's Client Advisory Board meetings.

Let's talk if you have the following qualifications and experience:

• Experience with direct client contact at all levels of the client organization.
• Experience communicating with client service delivery teams (legal teams)
• Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences.
• Experience creating documentation and presentations
• Experience identifying, escalating, and following up on client-specific issues and aligning the solutions with the firm's overall technology strategies.
• Enjoy working within a cross functional team and have the people and communication skills required to do that well. You can also prioritize time to work independently.
• Familiarity of programming concepts
• Ability to fulfill the information design, writing, editing, and presentation components of the role
• Quickly learn complex concepts and technologies