Client Engagement Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

Responsibilities

* Lead and implement medium to large initiatives supporting Mail Services strategic priorities to better serve customers, simplifying core processes for effective and efficient execution.
* Improve the risk and control culture through effective review cadences. Develop a risk adverse, action-oriented environment that drives increased quality assurance.
* As appropriate and directed, assist in meeting operational budget, documenting/developing key financial measures, KRI, KPI.
* Provides progress updates on initiatives to include expense reduction, process streamlining, and operational enhancements.
* Subject matter expert, leader, and liaison for functional business partners related to processes which include mail, MaID/MAC, eSO and Customer Support.
* Coordinate and communicate consistency standards across all processes and platforms.
* Develop/lead communication planning and ensures consistent implementation across all platforms.
* Participate in vendor client forums to proactively discuss performance and obtain feedback on services and processes.
* Vendor liaison responsible for cultivating positive interactions; serves as the voice of the customer.
* Lead, participate, implement innovation, driving strategy, multi-generational planning, prioritization of solutions.
* Other duties as assigned

Qualifications:

* Bachelor's degree in Business Administration, Marketing, Communication, or a related field. A Master's degree is a plus.
* 5+ years of experience in client relationship management, account management, or business development.
* Proven track record of successfully managing client accounts and driving engagement strategies.
* Strong interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels.
* Excellent problem-solving and conflict-resolution skills, with a customer-centric approach.
* Proficient in project management and organizational skills, with the ability to manage multiple priorities and deadlines.
* Familiarity with CRM software (e.g., Salesforce, HubSpot) and project management tools (e.g., Asana, Trello).
* Basic understanding of data analysis tools to track engagement metrics and client satisfaction.
* Ability to develop and implement strategies to enhance client engagement and retention.
* Experience in analyzing client feedback and translating it into actionable insights.
* Understanding of the industry landscape and market trends relevant to our business and clients.
* Proven ability to work collaboratively across departments to align client needs with company offerings.
* Flexibility to adapt to changing client priorities and business landscapes.
* Relevant certifications in client management or project management (e.g., PMP, Certified Account Manager) are a plus.
* A genuine commitment to ensuring client satisfaction and success, with a proactive approach to identifying opportunities for improvement.

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