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For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Client Engagement Manager plays the key role in coordinating and managing products and services that Coates delivers to our clients. The role is vital to ensuring efforts are executed successfully while meeting quality, budget, and timeline goals. The Client Engagement Manager will be responsible for a group of efforts ensuring client satisfaction and executing account growth strategies. This person should be knowledgeable on our products and services, business/profit strategy, and be able to give structured and thoughtful responses to our clients that align with the goals of Coates. This person should be viewed as the day-to-day owner of the client relationship for his/her scope of responsibility and should also be knowledgeable about the context, politics, and innovation path forward with our clients to provide context to the internal team. Ultimately this individual is the single source of truth for all items related to the area of responsibility for the client and the central driving force for client activity into the delivery areas of our business.

Responsibilities:

Delivery

•Responsible for day-to-day client satisfaction, including managing expectations and work flowing into the rest of the team.

•Work closely with key internal stakeholders within the business to define and ensure successful delivery of customer projects.

•Maintain and execute against appropriate project documentation, such as scope, goals, status updates, meeting minutes, plans (milestones, owners, timelines, risks, dependencies, mitigations), etc.

•Hold internal and client resources accountable for executing against aligned plans including escalations with key documentation and clear impact statements, as appropriate.

•Monitoring Coates performance and working with internal, cross-functional partners to improve results and/or continuous improvement efforts.

•Identify areas for process improvement and drive any related optimization including implementation of best practices and lessons learned from previous projects.

•Align and maintain proper (internal and client) governance structures to execute efforts

•Keep stakeholders informed about progress, successes, and challenges via regular communications such as update meetings or status reports; these updates should be appropriately tailored in terms of length and level of detail based on the audience (i.e. working group vs. executive steering committee).

Account Management

•Responsible for investing time to learn about core knowledge of the client and sharing it in contextual ways with the internal team to head off issues or illuminate opportunities

•Identifying client growth opportunities, including forecasting ongoing and future sales, through client business expertise, an understanding of Coates products and services, and knowledge of the category/industry and competitive landscape.

•Contract administration and change orders including internal Coates stakeholdering, alignment with the client, and ensuring timely receipt of revenue.

•Leading client meetings as necessary, including quarterly business reviews

•Have a pulse on overall client sentiment and participate in or lead internal client health updates and discussions

Qualifications:

•Bachelor’s degree in Business, Technology, or related field

•3+ years experience working in one or more of the following:

•Technology (software development; SAAS) projects

•Deployment efforts

•Account Management

•Client Engagement / Delivery

•Strong organizational, analytical, problem-solving skills

•Versatility, flexibility, and a willingness to work within fluid business environment with enthusiasm

•Well-developed attention to detail whether looking at small details or large overarching implementation plans

•Ability to manage complex efforts through tracking key milestones, defining the critical path, and risk management

•Ability to drive (internal and external) accountability through relationships, transparency, collaboration, and timely escalation

•Possesses effective interpersonal and excellent communication skills, with the ability to engage easily with peers and Director-level stakeholders (internally at Coates and with Clients)

•Critical thinking and decision-making abilities in support of clients and organizational strategy, vision, and initiatives

•Familiarity with modern technology management processes such as agile and/or scrum

•Competent (or ability to build competence) with modern business tools (such as Word, Excel, PowerPoint, SmartSheet, Miro, Asana) and development/support tools (such as Slack, Jira, Confluence, Service Now)

Capabilities:

•Communication Proficiency

•Collaboration / Relationship building

•Organization / Project Management

•Customer Service Focus

•Risk Management and Problem-Solving

•Continuous Improvement and Innovation

•Personal Effectiveness/Credibility

Client Engagement Manager

About this role

Responsibilities:

Qualifications:

Capabilities:

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