Job Description
Job 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.
Essential Duties & Responsibilities
- 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.
- Maintain client records, project documentation, CRM/SampleIQ task tracking systems.
- 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.