Client Engagement, Associate

Position Description

Mursion is growing its Client Engagement team, with initial focus on driving behavior change at scale at large scale organizations and strategic partners. This is a role that will work within our client engagement team, with close partnership with product, marketing, sales, and operations. Client engagement managers wear many hats, and are often included in cross-functional projects.

Client Engagement, Associate

• Client Relationship Management & Content Expertise: Serve as the primary point of contact for assigned clients, building and nurturing strong relationships to foster trust and ensure long-term engagement. Build expertise as a subject matter expert.
• Proactive Problem Solving: Regularly check in with clients to assess their needs, gather feedback, and identify solutions
• Client Onboarding: Facilitate a seamless onboarding experience for new clients, guiding them through the initial setup and ensuring they understand how to leverage our HR tech solutions effectively.
• Support and Issue Resolution: Respond to client inquiries and issues promptly, providing clear and effective solutions while collaborating with internal teams to address more complex challenges.
• Training and Resource Development: Conduct training sessions and create user-friendly resources that empower clients to maximize the benefits of our platform, enhancing their overall experience.
• Usage Monitoring: Track client usage metrics and engagement levels, providing insights and recommendations to clients to help them achieve their desired outcomes.
• Feedback Collection: Actively solicit and document client feedback regarding our products, sharing insights with relevant teams to inform continuous improvement initiatives.
• Client Advocacy: Represent the voice of the client internally, ensuring their needs and concerns are communicated effectively across the organization.
• Cross-Functional Collaboration: Work closely with cross functional teams to share client insights, support upsell opportunities, and contribute to strategic initiatives.
• Continuous Improvement: Stay updated on industry trends and best practices in client engagement and success, bringing innovative ideas to enhance our client experience.

Experience And Qualifications

• 2+ years in a startup role or other similar consultative experience
• Strong process orientation and program management experience – you can successfully bring together and manage the internal expertise necessary to deliver on client expectations.
• Strong content development skills (playbooks, presentations, etc.)
• Strong client management skills (ability to sell, manage disgruntled clients, develop relationships with senior stakeholders)
• Ability to zoom in and out – you can synthesize a large amount of information into well-informed strategic choices for the business while also understanding the details pertaining to a current assignment deeply.
• Determination to succeed and evidence of tangible impact for clients and your past company(ies) – you are motivated by aligning goals of the customer and Mursion to win.
• Comfortable navigating within uncertainty - you can be agile to adapt your approach and mindset to lead dynamic partnerships
• Ability to work cross functionally and in ambiguous environments – you enjoy working on unknown or new topics that you may not have prior experience in. You care more about getting the right answer than being right.
• Nice to have: Experience in the ‘Future of Work’ or Education / Edtech space