SUMMARY
The Senior Engagement Manager is a key client-facing role responsible for building trust-based relationships and driving revenue growth through consultative inside sales. This role blends strategic account management and sales execution, leveraging proven sales methodologies like the Sandler Selling System to ensure client satisfaction, retention, and expansion. The Senior Engagement Manager maintains a deep understanding of client goals and FIT's offerings, proactively guiding clients toward solutions that deliver long-term value.
PRIMARY RESPONSIBILITIES
Client Engagement & Sales Execution (60%)
- Serve as the primary liaison for strategic client communications, partnership conflict resolution, pricing negotiations, and expectation management
- Maintain a portfolio of clients and apply consultative selling techniques to identify and pursue upsell and cross-sell opportunities aligned with client needs and FIT's offerings
- Collaborate with internal teams to develop proposals, pricing strategies, and renewal plans
- Drive client retention and expansion by proactively identifying growth opportunities and mitigating churn risks through strategic account planning
- Organize and lead client IT roadmaps, ensuring service agreements and CRM records reflect current client needs and opportunities
- Educate clients on IT best practices and usage and provide ongoing guidance as needed
- Manage client meetings, provide IT services product demonstrations, and presentations
- Create and maintain appropriate meeting cadence for IT Strategy and Business Reviews (weekly, monthly, quarterly, etc.)
Sales Enablement & Operational Execution (30%)
- Apply the Sandler Selling System or equivalent methodology to ensure consultative sales best practices are used consistently
- Maintain CRM hygiene to ensure accurate tracking of sales activities, client interactions, and key partnership and relationship information
- Build new and renewal contracts using a contract management tool and track business opportunities in company CRM
- Provide internal reporting and metrics for the Client Engagement Team and leadership as requested
- Proactively review monthly client invoices and manage contract renewals in alignment with company policy
Cross-Functional Collaboration (10%)
- Work closely with service delivery, technical, and project teams to ensure client goals are effectively communicated, understood, and met
- Participate in early-stage project discovery and proposal reviews to ensure alignment with best practices and client expectations
KNOWLEDGE AND SKILL REQUIREMENTS
- BA/BS or equivalent work experience.
- 3-5 years of experience in a client-facing B2B sales role (inside or outside sales) with a proven track record, preferably in IT services or SaaS
- Proven track record of meeting or exceeding sales targets through consultative selling
- Preferred experience working in IT or for an MSP
- Strong familiarity with the Sandler Selling System or equivalent sales methodology
- Proficiency with CRM tools and contract management systems
- Demonstrated ability to manage multiple accounts and initiatives simultaneously
- Demonstrated ability to complete tasks and meet deadlines with minimal supervision and with strong attention to detail
- Ability to work and adapt in a fast-paced, high-growth, and evolving environment
- Ability to build and cultivate long-term client relationships
- Demonstrated presentation and strong negotiation skills
- Strong interpersonal, written, and verbal communication skills
- Ability to maintain confidentiality with regards to the information processed, stored, or accessed on FIT or client networks and obtained through the client relationships
WORKING CONDITIONS
Working conditions are normal for an office environment and will require:
- Prolonged periods of sitting at a desk and working at a computer screen
- Occasional local travel when needed for events and meetings
- Occasional weekend work or working over 40 hours in a week
- Ability to lift and carry IT hardware as needed
- Local and occasional long-distance travel
- Occasional evening and weekend work
- Occasional work weeks of more than 40 hours
- Reliable transportation and a valid driver's license
APPLICATION
To apply, submit an application online through our Career Center.
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