Client Engagement Specialist

Job Title: Client Engagement Specialist

Location: Riyadh, KSA

Key Responsibilities 1. Client Relationship Management

• Act as the first point of contact for clients, especially during urgent or emergency visa-related support.
• Liaise with internal departments to ensure client needs are met efficiently.
• Attend client meetings to strengthen relationships and understand evolving requirements.
• Communicate client needs clearly to internal teams and line manager.

2. Account Management & Strategy Execution

• Directly coordinate with line manager to execute outlined tasks and strategic initiatives.
• Forecast and track client account metrics to ensure performance alignment.
• Ensure clients receive timely responses and services.
• Identify potential risks with major business impact and expedite to line manager when necessary.
• Implement strategies to improve client satisfaction and service delivery.

3. Sales & Business Development Approach

• Identify, develop, and drive leads and opportunities in collaboration with the account team.
• Assist in preparing and finalizing business proposals.
• Conduct win-loss analysis to improve future engagements.
• Ensure accurate costing and billing for services while maintaining predefined margins.

4. Team Leadership & Reporting

• Report regularly to the direct manager with updates on client activities and performance.
• Support the development of team KPIs and participate in regular appraisals.
• Provide supervisory support to sales and CRM team members.
• Foster an inspiring team environment with open communication and collaboration.
• Conduct client satisfaction surveys and reviews to gather feedback and improve services.

5. Payroll & Documentation Management

• Execute monthly payroll processes based on client input.
• Manage client trackers using Excel and Smartsheets for payroll and operational updates.
• Generate and manage monthly payslips within client portals.
• Ensure accuracy and timely delivery of payroll-related documentation.

6. Residency & Visa Management

• Track and manage employees' KSA residency status and renewal timelines.
• Maintain comprehensive records of employee visa statuses and documentation.
• Coordinate with overseas KSA embassies and authorized agencies to inquire about visa endorsement procedures across different countries.
• Evaluate individual visa cases and provide recommendations or escalation as needed.

7. CRM & Data Management

• Maintain accurate and up-to-date records in the CRM system.
• Provide consistent reporting and insights into management based on CRM data.

Requirements

• Required Qualification: Bachelor's Degree from a recognized institution.

Professional Experience

• 3-5 years in Account Management, Senior Customer Service, or other client-facing roles.
• 2+ years managing complex client relationships, projects, or customer accounts.
• Experience in international environments and multicultural teams.
• Preferred: Familiarity with KSA HR operations, residency processes, and client-side operations.

Technical Skills

• Payroll & Documentation management (basic understanding preferred).
• Advanced Excel: Proficient in pivot tables, formulas (VLOOKUP/XLOOKUP), dashboards, and data analysis. (Optional but highly valued).
• Smartsheet: Basic project tracking, automation, and collaboration. (Optional).
• Client Portals: Familiarity with systems such as SAP SuccessFactors, Odoo, Oracle HCM, and Zoho. (Optional - basic understanding preferred).

Skills & Attributes Communication & Coordination

• Professional Writing: Skilled in drafting formal emails, memos, and client correspondence.
• Virtual Collaboration Tools: Experienced with Microsoft Teams, Zoom, and Google Meet.
• Email & Calendar Management: Proficient in Microsoft Outlook and Gmail.
• Coordination with KSA embassies and global agencies for visa endorsements and case evaluations.

Project & Task Management

• Basic knowledge of project management tools including Excel and Smartsheet.
• Strong time and task prioritization skills to manage deadlines and deliverables effectively.

Soft Skills & Behavioral Competencies

• Situational Sensitivity: Promotes mutual understanding and considers the impact of actions on others.
• Open-Mindedness: Builds rapport across diverse cultures and backgrounds.
• Organizational Awareness: Understands formal and informal structures within client and internal teams.
• Leadership & Motivation: Capable of inspiring and guiding multicultural teams.
• Client-Centric Mindset: Handles urgent client needs with professionalism and empathy.
• Strategic Thinking: Implements strategies and identifies growth opportunities.