SMB Client Engagement Specialist

Accountabilities:

• • Manage strategic engagement initiatives across a large SMB client portfolio to improve satisfaction, retention, adoption, and revenue growth.
  • Serve as a primary virtual relationship manager through proactive, consultative communication and structured client touchpoints.
  • Develop and execute scalable engagement campaigns using Salesforce, CRM automation, webinars, compliance updates, educational content, and product communications.
  • Identify cross-sell, upsell, and product adoption opportunities across available service lines and help convert insights into measurable growth.
  • Analyze client utilization, adoption, revenue, engagement, NPS, CSAT, and service performance data to identify trends, risks, and opportunities.
  • Build and maintain campaign calendars aligned with product launches, marketing initiatives, compliance communications, and broader business priorities.
  • Create standardized communication templates and automated Salesforce workflows to improve consistency, efficiency, and scalability.
  • Use Salesforce, Power BI, and reporting tools to segment client populations and deliver targeted outreach designed to improve engagement and conversion.
  • Collaborate with Sales, Account Management, Service, Marketing, Product, Operations, and other internal teams to coordinate communications and deliver a seamless client experience.
  • Respond to client inquiries and support issue resolution by connecting clients with the appropriate internal resources and service teams.
  • Gather and evaluate client feedback and satisfaction metrics to identify opportunities for continuous improvement.
  • Communicate the value and measurable outcomes of virtual account management and client engagement initiatives to internal stakeholders and clients.
  • Enhance digital self-service resources, including support portals, knowledge articles, chatbots, and other client-facing tools.
  • Monitor program effectiveness and operational processes, recommending improvements that increase efficiency, scalability, adoption, and client outcomes.
  • Maintain accurate documentation of client interactions, campaigns, opportunities, and account activity within Salesforce and other relevant business systems.

  Requirements:

  • High school diploma or GED required; a bachelor’s degree is preferred.
  • Experience managing or supporting a portfolio of SMB clients, preferably within client success, account management, customer engagement, sales support, or a related environment.
  • Strong relationship-management and consultative communication skills, with the ability to engage clients proactively through virtual channels.
  • Demonstrated ability to identify client needs, adoption opportunities, cross-sell and upsell potential, and retention risks.
  • Experience using CRM platforms, particularly Salesforce, to manage client information, campaigns, workflows, opportunities, and engagement activity.
  • Strong analytical capabilities and experience interpreting client utilization, revenue, engagement, satisfaction, or performance data.
  • Experience with Power BI or similar reporting and data visualization tools is advantageous.
  • Ability to create targeted communication campaigns, manage campaign calendars, develop templates, and leverage automation to deliver consistent client experiences.
  • Strong cross-functional collaboration skills and the ability to coordinate effectively with Sales, Marketing, Product, Operations, Service, and Account Management teams.
  • Excellent written and verbal communication skills, with the ability to communicate clearly with clients and internal stakeholders.
  • Strong organization, attention to detail, follow-through, and ability to manage multiple priorities and deadlines.
  • Ability to resolve client issues, navigate internal resources, and contribute to the improvement of self-service and digital support experiences.
  • Comfortable working in a remote environment with a high degree of independence and accountability.
  • Willingness to travel occasionally for internal meetings, client events, conferences, or other business-related activities.
  • Ability to work Monday through Friday, approximately 8:00 a.m. to 5:00 p.m. EST.

  Benefits:

  • Remote work opportunity within the United States.
  • Base salary range of $55,000–$70,000, depending on experience and other relevant factors.
  • Paid personal and sick time off.
  • 11 paid holidays.
  • 401(k) retirement plan with a competitive employer match.
  • Medical, dental, and vision insurance.
  • Group life insurance.
  • Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
  • Employee Assistance Program.
  • Educational assistance program.
  • Opportunities for professional development and career growth.
  • Minimal travel requirements, based primarily on business needs.