Client Engagement Coordinator - Jobs in Calgary, AB

Job Description

Title: Client Engagement CoordinatorReports to: Operations ManagerJob SummaryThe primary role of the Client Engagement Coordinator is to provide Client Partners with one “go-to” primary support partner who assists them in client support and account management from the time a prospective client first engages with FranklinCovey through the client life cycle. The Client Engagement Coordinator owns all internal systems and process management. They provide exceptional customer service through their responsiveness to client needs and proactively communicating information while keeping the Client Partner’s business organized and moving forward.Essential Job FunctionsEnsure a smooth customer experience from point of sale through close and follow-up.Process client orders for subscriptions/products/services and/or custom programs in network systems in a timely manner, ensuring extreme accuracy and attention to detail.Coordinate live and live-online client engagements including placing holds on consultant’s schedules, arranging for consultant’s pre-calls with clients, handling all logistics including any required prework, ordering and shipping of materials, coordinating client assessments, and final communications between the Client Partner and Consultant, etc.Understand Client Partner’s key metrics and inputs those metrics into Salesforce along with managing and securing all Salesforce reports.Work with FranklinCovey’s legal department and custom solutions team to understand, send, and secure all agreements and answer any questions about the agreement the client or Client Partner may have.Develop loyal facilitator relationships notifying them of new content, managing new certifications, upgrades, material orders, and facilitator promotions. Maintain client (facilitator) databases and licensing process.Stay current on, and ensure adherence to company policies, revenue recognition requirements, and processes, understanding how they impact decisions and sales.Handle all invoicing/credits and submit/monitor invoices to payment portals (where applicable).Review AAP renewal, expansion, upgrade opportunities with CPs in preparation for QBRs and ABRs.Provide CPQ pricing proposals to CPs and/or clients and understand all promotional levers.Through weekly strategy meetings assist CP with pipeline management and accurate forecasting.Must develop proficiency with the Microsoft AX Dynamics ERP system, Global Control Sheets, Event Manager, Salesforce.com, Microsoft Office Suite, and Enable Greatness.Job RequirementsRequirementsThis position requires a minimum 3-year track record of administrative, project and sales support experience including being a proactive self-starter with proven organizational and problem-solving skills while always demonstrating superior customer service. Excellent written, communication and interpersonal skills with a strong track record for being a collaborative team player is essential. Proficiency with Microsoft Office and Salesforce.com preferred. Knowledge of Microsoft AX Dynamics is a big plus. A Bachelor’s degree or equivalent experience is required.Company InformationFranklin Covey Co. (NYSE: FC) is a global, public company, specializing in organizational performance improvement. We help organizations achieve results that require lasting changes in human behavior. Our world-class solutions enable greatness in individuals, teams and organizations and are accessible through the FranklinCovey All Access Pass® available in multiple modalities and in 21 languages. Clients have included the Fortune 100, Fortune 500, thousands of small- and mid-sized businesses, numerous government entities, and educational institutions. FranklinCovey executes over 15,000 client engagements each year reaching into 160 countries and territories. Our mission statement is “We enable greatness in people and organizations everywhere”. We fulfill this mission by hiring “Achievers with Heart”.Visit our website at www.franklincovey.com for more information regarding our organization.FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.Please click here for additional information regarding our Equal Employment Opportunity policies.Reasonable Accommodation NoticeFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.Pay Transparency Nondiscrimination ProvisionThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.