Client Engagement Manager

About the role

The Client Engagement Manager at Coates Group serves as the central driving force for client activity, owning the day-to-day relationship for a specific scope of responsibility and acting as the single source of truth for all items related to the client. This role is vital to ensuring that all efforts are executed successfully while steadfastly meeting quality, budget, and timeline goals, and the hire will be responsible for coordinating and managing the products and services that Coates delivers to clients. You will be viewed as the day-to-day owner of the client relationship for your assigned accounts, ensuring client satisfaction and actively executing account growth strategies with ownership and authority. You should be knowledgeable on our products and services, business and profit strategy, and capable of giving structured and thoughtful responses that align with client goals while providing context on the innovation path forward. Ultimately, you will champion the client experience, leveraging your expertise to empower partnerships and uphold the mission of creating connections through every interaction.

Key facts

What you'll do

Coordinate and manage the products and services that Coates delivers to clients, ensuring seamless execution and alignment with project objectives.

Own the day-to-day relationship with assigned clients, acting as the single source of truth and the central driving force for all client activity within your scope.

Ensure all efforts are executed successfully while steadfastly meeting defined quality, budget, and timeline goals for every engagement.

Serve as the visible point of contact for clients, providing structured and thoughtful responses that align with Coates goals and client expectations.

Leverage deep knowledge of Coates products, services, and business strategy to advise clients and support informed decision-making.

Proactively identify opportunities for account growth by understanding client context, politics, and the innovation path forward to drive expansion.

Champion the continuous evolution of client experiences by staying current with technology trends and applying creative, engaging solutions.

Collaborate with internal teams to uphold the company's values of imagination, kindness, and authenticity while leveraging crew diversity.

Utilize your expertise to provide context and guidance to internal stakeholders, ensuring alignment with the innovation path and strategic client goals.

Drive outcomes that reflect the company's award-winning standards, recalling the largest hardware deployment in Quick Service Restaurant history and a 2x Australia Good Design Award legacy.

Maintain a focus on creating impactful connections between leading brands and their customers, ensuring the delivery of dynamic, smart, and personalized experiences.

Support the global mission of Coates by working across 9 offices in over 50 markets, contributing to the revolution in how the world's leading brands leverage technology.

Ensure that all activities are conducted with the curiosity, charisma, and authenticity that define the Coates crew and its collaborative spirit.

Act as the operational backbone for client engagements, translating strategic vision into actionable and successful project execution.

Requirements

You must possess a strong understanding of client relationship management and be able to demonstrate ownership of complex client interactions.

You should have the ability to give structured and thoughtful responses to clients while aligning with business and profit strategies.

You must be knowledgeable about the context, politics, and innovation path forward with clients to provide relevant insights to internal teams.

You are required to view yourself as the day-to-day owner of client relationships for your scope of responsibility.

You should be comfortable navigating global markets and working across offices in diverse environments, including Sydney, Australia and Chicago, IL.

You must have the capacity to manage multiple priorities while meeting strict standards for quality, budget, and timeline adherence.

You are expected to be a curious, charismatic, authentic individual who values and leverages the diversity of the crew.

You must be an imaginer, kindness enthusiast, expert, creator, thinker, challenger, collaborator, and over-achiever as defined by the Coates culture.

Nice to have

An affinity for digital hardware, content management systems, and industry-leading signage solutions.

Experience in the Quick Service Restaurant or related fast-paced industries.

Familiarity with global project management across multiple time zones.

Practical notes

This role is based in Chicago, Illinois, and operates on a full-time schedule.

Candidates must be authorized to work in the United States without sponsorship.