Client Engagement Manager 1

The Client Engagement (CE) team is a global team of professionals within RSMs North American Sales group. Client Engagement was established to deliver the full power of RSM to the Firms most strategic clients. CEs play a pivotal role in building and strengthening relationships with RSMs identified key clients and work closely with account leaders, business developers and other internal stakeholders to deliver value for our top clients and drive long-term growth opportunities.

The USI CE Manager 1 will report directly to the USI Pipeline Development Manager 2 and will be responsible for guiding, monitoring and leading a team of CE professionals to achieve the USI Client Engagement Teams objectives and deliver on growth goals. As the USI CE Manager 1, you will be responsible for creating and inspiring the team environment, delegating tasks and setting deadlines, overseeing day-to-day operations and motivating USI CE team members. The USI CE Manager 1 will work collaboratively with the U.S. CE Director to ensure coordination, appropriate leveraging of resources, consistency of approach and effective execution of the CE model/playbook to the industrys/channels identified key accounts. The USI CE Manager 1 will work with the U.S. CE Director to shape the vision, strategy and objectives of the USI Client Engagement Team to deliver value and drive growth to RSMs most strategic accounts.

Essential Duties

Team Leadership

The USI CE Manager 1 will be directly responsible for managing and guiding the USI Client Engagement team. Responsibilities will include, but are not limited to, the following:

• Coaching and training USI CE team members.
• Managing day-to-day operations including communicating and providing clear instructions for assignments as needed, monitoring productivity and resolving issues.
• Overseeing resource bandwidth and account assignments.
• Participating in growing and hiring new USI CE team members.
• Providing direct feedback on performance of USI CE team members.
• Reporting to the U.S. CE Director on overall team performance, provide updates and contribute to strategic decisions.

Drive Efficiency/ Develop Best Practices Operations Documentation

The USI CE Manager 1 will be responsible for developing best practices, driving efficiencies within the USI CE team and documenting and sharing best practices. This may include, but not be limited to:

• Developing and maintaining comprehensive documentation for best practices.
• Creating and updating training materials to support onboarding and continuous learning.
• Design and compile playbooks that outline standard operating procedures and workflow.
• Manage and organize team collateral including templates, guides and reference materials.
• Facilitate training sessions and workshops to educate team members.

Reporting

The USI CE Manager 1 will be responsible for providing regular management reporting to the U.S. CE Director, as required. This will include, but not limited to, the following:

• Tracking bandwidth of USI CE resources.
• Tracking time sheet reporting and tasks for USI CE resources.
• Providing insight into type/quantity of projects supported by USI CE resources.
• Providing insight into growth and revenue reporting as required

Strategic Account Growth Support

The USI CE Manager 1 will be responsible for independently providing account support to strategic key accounts. Responsibilities will include, but may not be limited to:

• Account Oversight and Management:
  • Research and deliver on-going timely information regarding the client, industry and business issues to EALs, BDs, and other internal stakeholders.
  • Develop tools through SmartSheets and Teams front for collaboration, account organization, relationship mapping, action item tracking and financial performance reporting.
  • Coordinate with engagement teams to understand overall project status (on-time, on budget), manage risks, escalate issues as appropriate.
• Strategic Account Growth SupportThe USI CE Manager 1 will be responsible for independently providing account support to strategic key accounts. Responsibilities will include, but may not be limited to:
• Account Oversight and Management:
  • Research and deliver on-going timely information regarding the client, industry and business issues to EALs, BDs, and other internal stakeholders.
  • Develop tools through SmartSheets and Teams front for collaboration, account organization, relationship mapping, action item tracking and financial performance reporting.
  • Coordinate with engagement teams to understand overall project status (on-time, on budget), manage risks, escalate issues as appropriate.

• Account Plan Development: Using external and internal tools, the USI CE Manager 1 will research and gather information to create account plan templates. Information will include, but will not be limited to, the following:
  • Company overview, background, recent news and information releases
  • Industry overview
  • Competitor analysis
  • History of RSM services provided to account
  • Internal and external relationship mapping using CRM and LinkedIn Navigator tools and continuously monitoring executive changes.
  • Yearly refresh of account plans and strategies

• Sales Data Maintenance & Analysis: The USI CE Manager 1 will assist in maintaining the accuracy of CRM records related to the accounts supported by the Client Engagement team.
  • Ensure RSM account team roles are accurate.
  • Maintain current contacts and identify additional contacts at companies where appropriate.
  • Maintain account connections.
  • Review CRM for duplicate accounts (prospects, etc.) and work with account teams to correct or merge where appropriate.
  • All opportunities are up-to-date and entered accordingly. The USI CE Manager 1 may need to work with the Client Engagement team and Business Developer(s) to ensure completeness and accuracy of opportunity pipeline.

• Revenue Data Maintenance & Analysis: The USI CE Manager 1 will assist in maintaining the accuracy of MDM connections related to the accounts supported by the Client Engagement team to ensure proper capture of all revenue for strategic accounts.

• Reporting: The USI CE Manager 1 will be responsible for providing regular reporting (weekly monthly) and providing analysis related to pipeline opportunities and revenue for the accounts supported by the RSM-US Client Engagement team. This will include:
  • Creating and running pipeline reports in Microsoft Dynamics 365 CRM
  • Gathering revenue information on a monthly basis from PowerBI and creating reports to demonstrate account growth.
• Other duties/ special projects as assigned/requested.

Minimum Qualifications

EDUCATION/CERTIFICATIONS

• Bachelor's Degree in related field (e.g., Business, Marketing, Sales, Computer Science, Math, etc.) and 10+ years of experience working in a data related capacity, or an equivalent combination of education and experience.
• Preferred experience in top-tier firms or corporate environments

TECHNICAL/SOFT SKILLS

• Highly proficient in Microsoft Office suite (Required)
• CRM experience for sales and/or account management application and requirements (Required)
• Ability to work autonomously and be self-motivated (Required)
• Exceptional verbal and written communication skills (Required)
• Exceptional stakeholder management and relationship building skills (Required)
• Familiarity working with Workfront to manage projects and team bandwidth (Preferred)
• Exceptional ability to plan, prioritize, multitask and manage a significant workload with exceptional attention to detail (Required)
• Proactive and willing to go the extra mile (Required)
• Decision making, problem solving and creative/critical thinking skills (Required)
• Strong understanding of client service, account/project management in a professional services firm (Required)
• Comfortable working in a virtual environment and available for Shift 2 (2 PM to 11 PM) (Required)

EXPERIENCE

• 10+ years experience in account management, marketing, business development or professional services (Required)
• 4+ years of experience in a management capacity, preferably managing a sales/account management team (Required)
• Preferred experience in top-tier firms or corporate environments

MANAGEMENT SKILLS

• Demonstrated people management experience (Required)
• Ability to assess performance of team members effectively and objectively (Required)
• Ability to communicate expectations clearly, concisely to team members and holds shared accountability for the results (Required)
• Demonstrated ability to achieve personal and team targets (Required)
• Ability to gain immediate credibility with junior staff and trust of all staff and key stakeholders (Required)