What are the responsibilities and job description for the Head of Client Engagement position at EOSYS?
Description
Alexander Group: Decades of experience growing revenue for global companies
Alexander Group provides management consulting services to the world’s leading organizations. When clients need to grow revenue, they look to Alexander Group for data-driven insights, actionable recommendations, and most importantly, results.
Founded in 1985, we’ve served more than 3,000 companies around the world, across all industries. This experience gives us not only a highly sophisticated set of best practices to grow revenue — we also have a rich repository of industry data that informs all our recommendations.
Our dedication to sales strategy and revenue growth has led to:
Our talent group has deep expertise in the go-to-market space. This opportunity is a newly- created role to help grow our practice. It exists within an already successful organization, and we are organizing for growth. The Head of Client Engagement is responsible for owning the client relationship post-sale, ensuring exceptional delivery of customized solutions, and driving high customer satisfaction and retention. This role collaborates closely with the Instructional Design team to customize programs to client needs, creates all client-facing processes and collateral, and leads a high-performing team to deliver measurable outcomes.
Key Responsibilities
Client Relationship Management
EEO Employer. Work Eligibility: Must be eligible to work in the U.S. with no current or future restrictions or sponsorship necessary. TN visa acc
Alexander Group: Decades of experience growing revenue for global companies
Alexander Group provides management consulting services to the world’s leading organizations. When clients need to grow revenue, they look to Alexander Group for data-driven insights, actionable recommendations, and most importantly, results.
Founded in 1985, we’ve served more than 3,000 companies around the world, across all industries. This experience gives us not only a highly sophisticated set of best practices to grow revenue — we also have a rich repository of industry data that informs all our recommendations.
Our dedication to sales strategy and revenue growth has led to:
- More than 70% of our clients being Fortune 500 corporations
- Project work in more than 25 countries
- Extensive industry experience in B2B markets
Our talent group has deep expertise in the go-to-market space. This opportunity is a newly- created role to help grow our practice. It exists within an already successful organization, and we are organizing for growth. The Head of Client Engagement is responsible for owning the client relationship post-sale, ensuring exceptional delivery of customized solutions, and driving high customer satisfaction and retention. This role collaborates closely with the Instructional Design team to customize programs to client needs, creates all client-facing processes and collateral, and leads a high-performing team to deliver measurable outcomes.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for clients, building strong, trust-based relationships, and guiding them through project configuration and delivery
- Understand client business objectives and ensure solutions align with their strategic goals
- Create scalable processes for the client team to follow that ensure quality delivery for the client
- Actively manage risk of client delivery and mitigate risks as needed
- Build a scalable process to partner with the Instructional Design team to customize training and assessment programs for each client
- Monitor program effectiveness and client feedback to drive continuous improvement
- Create easy methods for the facilitation team to receive customization plans and incorporate into the delivery
- Design and maintain all client-facing processes, including client onboarding, communication protocols, and success measurement frameworks
- Create and manage client-facing collateral such as playbooks, guides, and reporting templates
- Ensure all materials reflect brand standards and deliver consistent, high-quality experience
- Build and lead the Customer Success team for this new business segment, fostering a culture of accountability and excellence
- Set clear performance metrics and coach team members to achieve high customer satisfaction scores
- Collaborate cross-functionally to resolve client issues quickly and effectively
- Track and report on customer satisfaction metrics (CSAT, NPS) and retention rates
- Identify opportunities for upsell and expansion through proactive engagement
- Drive initiatives that enhance client loyalty and long-term partnerships
- 10 years in Client Engagement leadership within a B2B training environment
- Strong understanding of instructional design principles and customization processes
- Exceptional communication, relationship-building, and problem-solving skills
- Demonstrated ability to lead teams and deliver measurable improvements in customer satisfaction
- Experience scaling operations in a fast-growing business segment is highly desirable
EEO Employer. Work Eligibility: Must be eligible to work in the U.S. with no current or future restrictions or sponsorship necessary. TN visa acc
Salary : $145,000 - $175,000