• Serve as the primary day-to-day contact for a portfolio of SmartCare clients • Build trusted relationships with HR, Payroll, and business stakeholders • Conduct regular client check-ins to ensure satisfaction and proactively address concerns • Manage customer inquiries and triage service issues or escalations to the appropriate internal teams • Act as the voice of the customer by communicating client priorities and feedback internally • Coordinate ongoing SmartCare service requests between clients and internal consultants • Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope • Review and approve consultant time entries related to assigned client engagements • Prioritize work requests and coordinate timely delivery of client needs • Track deliverables, open items, and engagement progress using project coordination tools • Organize client meetings, prepare agendas, document meeting notes, and follow up on action items • Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership • Provide regular status updates and engagement summaries to clients • Communicate effectively with both technical and non-technical stakeholders • Maintain accurate documentation of client discussions, decisions, and action items • Identify opportunities to improve customer experience and service delivery processes • Share customer feedback to help improve SmartCare services • Help clients maximize the value of their HCM platform within their managed services agreement

• Serve as the primary day-to-day contact for a portfolio of SmartCare clients • Build trusted relationships with HR, Payroll, and business stakeholders • Conduct regular client check-ins to ensure satisfaction and proactively address concerns • Manage customer inquiries and triage service issues or escalations to the appropriate internal teams • Act as the voice of the customer by communicating client priorities and feedback internally • Coordinate ongoing SmartCare service requests between clients and internal consultants • Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope • Review and approve consultant time entries related to assigned client engagements • Prioritize work requests and coordinate timely delivery of client needs • Track deliverables, open items, and engagement progress using project coordination tools • Organize client meetings, prepare agendas, document meeting notes, and follow up on action items • Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership • Provide regular status updates and engagement summaries to clients • Communicate effectively with both technical and non-technical stakeholders • Maintain accurate documentation of client discussions, decisions, and action items • Identify opportunities to improve customer experience and service delivery processes • Share customer feedback to help improve SmartCare services • Help clients maximize the value of their HCM platform within their managed services agreement

Role Description O time de Client Engagement é responsável por garantir a satisfação, retenção e expansão dos clientes da Winnin, acompanhando toda a jornada do cliente e assegurando que nossa plataforma se torne um parceiro estratégico para seus negócios. Como Coordenador(a), você será responsável por liderar um time de alta performance, desenvolvendo pessoas, elevando a qualidade das entregas e construindo uma atuação cada vez mais consultiva. Esperamos que esteja profundamente conectado aos desafios de negócio dos clientes, sendo capaz de transformar dados e comportamento do consumidor em recomendações estratégicas que gerem impacto real para grandes marcas. Além da gestão do time, essa posição terá papel fundamental na construção de relacionamentos executivos, identificação de oportunidades de crescimento e fortalecimento da Winnin como um parceiro indispensável para nossos clientes. O que será o seu dia a dia - Liderar, desenvolver e inspirar um time de Client Engagement, composto por Account Managers e Account Strategists, promovendo um ambiente de colaboração, autonomia, aprendizado contínuo e alta performance. - Definir prioridades, acompanhar indicadores e garantir o atingimento das metas da squad. - Atuar como mentor do time na construção de estratégias para os clientes, elevando o nível consultivo das entregas. - Construir relacionamentos sólidos com stakeholders estratégicos, tornando-se um(a) parceiro(a) de confiança para clientes de diferentes níveis hierárquicos. - Desenvolver Account Plans robustos e acionáveis, identificando oportunidades de crescimento, expansão e fortalecimento das contas. - Garantir excelência na experiência do cliente durante toda sua jornada, assegurando consistência, qualidade e geração de valor em todas as entregas. - Transformar dados, tendências culturais e comportamento do consumidor em recomendações estratégicas e narrativas capazes de influenciar decisões de negócio. - Facilitar a colaboração entre áreas como Produto, Vendas, Marketing e Customer Success para maximizar o valor entregue aos clientes. - Atuar como elo entre o time e a liderança, compartilhando aprendizados, desafios, oportunidades e evolução dos principais indicadores. Qualifications - Experiência consolidada em liderança de times e desenvolvimento de pessoas. - Mais de 7 anos de experiência em áreas como Planejamento Estratégico, Estratégia Criativa, Marketing, Consumer & Marketing Insights, Branding, Client Services, Customer Success ou Account Management. - Vivência na gestão de clientes estratégicos e contas complexas. - Capacidade de construir relacionamentos de confiança e influenciar stakeholders em diferentes níveis organizacionais, incluindo executivos. - Forte visão estratégica e consultiva, conectando dados, comportamento do consumidor e objetivos de negócio para gerar recomendações acionáveis. - Excelente capacidade analítica e habilidade para transformar dados em histórias e apresentações de alto impacto. - Conhecimento em Branding, construção de marca e estratégias de conteúdo. - Perfil organizado, colaborativo, criativo e altamente orientado a resultados. - Excelente comunicação verbal e escrita, com forte habilidade de storytelling. - Alta autonomia, capacidade de priorização e tomada de decisão. - Paixão genuína por comportamento humano, cultura, tendências e inovação. - Inglês fluente. Indicadores de sucesso da posição - Crescimento e retenção da carteira de clientes por meio do Net Dollar Retention (NDR). - Evolução do Client Health Score, incluindo indicadores de satisfação e NPS. - Desenvolvimento de cases de negócio documentados e validados pelos clientes, demonstrando geração de impacto e valor. - Crescimento das oportunidades de expansão dentro da carteira. - Desenvolvimento contínuo do time, elevando maturidade, autonomia e excelência nas entregas.

Role Description Align HCM is seeking a SmartCare Client Engagement Partner to join our growing Customer Success team. This is an excellent opportunity for someone who enjoys building client relationships, coordinating projects, solving problems, and delivering an exceptional customer experience within the HCM technology space. As the primary point of contact for a portfolio of SmartCare managed services clients, you'll help ensure clients receive timely support, coordinate ongoing service delivery, and maintain strong partnerships throughout their post-go-live journey. You'll work closely with both clients and internal consultants to keep engagements organized, on track, and delivering value. This is an ideal opportunity for someone early in their Customer Success or Client Services career who wants to grow within the HCM consulting industry. What You'll Do - Customer Success & Client Relationship Management - Serve as the primary day-to-day contact for a portfolio of SmartCare clients - Build trusted relationships with HR, Payroll, and business stakeholders - Conduct regular client check-ins to ensure satisfaction and proactively address concerns - Manage customer inquiries and triage service issues or escalations to the appropriate internal teams - Act as the voice of the customer by communicating client priorities and feedback internally - Client Engagement & Service Coordination - Coordinate ongoing SmartCare service requests between clients and internal consultants - Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope - Review and approve consultant time entries related to assigned client engagements - Prioritize work requests and coordinate timely delivery of client needs - Track deliverables, open items, and engagement progress using project coordination tools - Organize client meetings, prepare agendas, document meeting notes, and follow up on action items - Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership - Customer Communication - Provide regular status updates and engagement summaries to clients - Communicate effectively with both technical and non-technical stakeholders - Maintain accurate documentation of client discussions, decisions, and action items - Continuous Improvement - Identify opportunities to improve customer experience and service delivery processes - Share customer feedback to help improve SmartCare services - Help clients maximize the value of their HCM platform within their managed services agreement Qualifications - 2+ years of experience in a Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or similar client-facing role - Experience supporting clients within an HCM, HRIS, Payroll, SaaS, or professional services environment - Strong customer service mindset with the ability to build long-term client relationships - Excellent verbal and written communication skills - Highly organized with strong attention to detail and the ability to manage multiple clients and priorities simultaneously - Comfortable coordinating work across multiple teams and following up on deliverables - Experience facilitating client meetings and preparing status updates - Proficiency using CRM systems, ticketing platforms, project management, or collaboration tools - Self-motivated with strong problem-solving skills and the ability to work independently in a remote environment Preferred Qualifications - Experience supporting HCM platforms such as UKG, Dayforce, Workday, ADP, UKG Ready, UKG Pro, Oracle HCM, SAP SuccessFactors, or similar solutions - Experience working in a managed services, post-go-live support, customer success, or client support environment - Previous experience coordinating projects, implementations, or client engagements - Experience managing service hours, resource coordination, or project administration - Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field (or equivalent experience) Ideal Candidate You'll be successful in this role if you: - Love working directly with customers and helping them succeed - Enjoy staying organized and juggling multiple priorities - Can build trust and maintain strong client relationships - Thrive in a collaborative, fast-paced environment - Are looking to grow your career in Customer Success and HCM consulting Benefits - Base Salary plus Incentive Pay - GRSP with Employer Match - Medical Plan with Medavie Blue Cross - Dental & Vision - Extended Health Care - Life Insurance for you and your family - Online Doctor Service - Travel Insurance Schedule This position follows US Eastern Time business hours, Monday through Friday. Location Remote (US, Canada, PH) Compensation Base salary: CAD $60,000 - CAD $70,000 Equal Opportunity Employer Align HCM is an Equal Opportunity Employer. We celebrate the diverse backgrounds and perspectives of our Aligners and are committed to fostering a culture of diversity, equity, inclusion, and belonging. Employment decisions at Align HCM are made without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical or mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic that makes our people unique. We believe diversity fuels innovation and helps create a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. If you're excited about this role but don’t meet every qualification, we still encourage you to apply.