Customer Engagement Specialist

Description

Position Summary

The Customer Engagement Specialist supports the Customer Engagement team by assisting Account Managers and Account Executives with administrative, operational, and client-facing tasks. This role helps ensure smooth day-to-day client interactions, timely follow-through, and accurate documentation. The Specialist contributes to overall client satisfaction by executing assigned tasks reliably and professionally, serving as an extension of the Account Manager/Account Executive in organizing, tracking, and communicating customer needs.

• Support Account Managers/Executives in managing day-to-day client requests, follow-ups, and routine communications.
• Prepare, update, and distribute meeting materials including agendas, meeting minutes, and action logs.
• Track open items, project tasks, and client deliverables; follow up with internal teams to ensure deadlines are met.
• Assist in collecting business requirements, organizing details, and documenting specifications for internal review.
• Handle administrative components of billing follow-through such as gathering time, tracking billable events, or preparing draft summaries.
• Coordinate internal scheduling and logistics for client meetings, demos, and project reviews.
• Support the preparation of cost estimates, proposals, and statements of work by gathering data and assembling standard components.
• Assist Account Managers/Executives during onboarding of new clients by preparing templates, checklists, data intake items, and internal handoffs.
• Monitor shared mailboxes or communication channels as assigned, ensuring timely responses or routing items to the appropriate Account Manager/Executive.
• Provide operational support for product updates, client notifications, and internal release coordination tasks.
• Serve as an internal liaison to ensure cross-functional teams receive the information needed to complete client-related tasks.
• Perform other duties or special projects as assigned.

Qualifications / Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be provided.

• Compliance with all company policies, procedures and SOPs.
• Ability to handle confidential or sensitive client information appropriately.

Education, Experience & Technical Skills

• Associate degree or equivalent work experience preferred.
• 1–2 years of experience in administrative support, customer service, operations, or a coordination role; experience in software, healthcare, or life sciences a plus.
• Familiarity with project coordination or task tracking tools.
• Basic understanding of data exchanges or databases helpful but not required; willingness to learn is essential.
• Proficiency with Microsoft Office or equivalent productivity tools.
• Strong written documentation and note-taking skills.

Soft Skills

• Strong customer service orientation and professional communication skills.
• High attention to detail, accuracy, and ability to follow established processes.
• Ability to manage multiple priorities in a fast-paced environment.
• Reliable follow-through and accountability for assigned tasks.
• Strong organizational skills and comfort working across multiple internal teams.
• Proactive, resourceful, and open to learning new systems and processes.
• Comfortable working independently in a remote environment.

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