Client Engagement Manager

Job Description

Fragomen is recognized as the world’s leading immigration services provider. Immigration is not just a practice area within our firm – it is our only practice. We provide comprehensive immigration services for short- and long-term international assignments, permanent transfers and the local hire of foreign workers. 

The Partner Relations team is the bridge between IT and the Partners/clients they support. It was established to ensure that current and potential clients are receiving a clear and accurate message about the advantages and availability of our technology offerings, as they are ever-evolving.   

The team has individuals based in various regions to provide broad geographical coverage and you will report to the Partner Relations Director.   

How you will make a difference as a Partner Relations Manager at Fragomen: 

As someone skilled at communicating technical concepts to all levels at client organizations, you will be an integral part of the acquisition and retention of client relationships. Because you will be in contact with many of the firm’s clients, you also will be an important conduit to the product team in ensuring the voice of the client is heard. As such, your input will be important to the firm’s overall technology strategy and roadmap.  

In the role, you will be responsible for: 

Understanding and Presenting Technology 

Representing the firm’s state-of-the-art client-facing technologies to current and potential clients through presentations, demonstrations, and communications through your own book of business.  

Continually and proactively gathering information from developers, designers, and product managers about new features, functionality, and upcoming product changes. 

Delivering product information in a compelling way to promote usage and adoption of the Firm’s technology.  

Becoming a subject matter expert of the tools being demonstrated.   

Strategic Relationship Management: 

Develop and maintain relationships with clients and partners. 

Understand the strategic objectives and priorities of clients and partners and align technology offerings to meet their needs. 

Participate in the development of proposals, presentations, and other materials to support business development efforts (e.g., RFPs). 

Client Satisfaction and Retention: 

Monitor client satisfaction and address any issues or concerns in a timely and effective manner. 

Help reroute client-specific tech service escalations and manage incidents. 

Proactively identify opportunities to add value and improve the client experience. 

Collaborate with internal teams to ensure that client expectations are met and exceeded.  

Cross-functional Collaboration: 

Work closely with internal stakeholders, including product development, operations, and customer support teams, to ensure alignment and coordination in delivering value to clients. 

Serve as a liaison between clients and internal teams, facilitating communication and resolving any conflicts or issues that may arise. 

Let’s talk if you have the following qualifications and experience: 

Degree qualification with at least 3 years of relevant experience in client account management, management consulting or immigration consultancy background.

Strong business acumen who can: understand the various teams across Digital, communicate effectively with clients, demonstrate operational knowledge, and build connections across other corporate functions. 

Strong presentation skills and proven track record of successful presentations. 

Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences. 

Experience creating documentation and presentations. 

Enjoy working within a cross functional team and have the people and communication skills required to do that well.    

Quickly learn complex concepts and technologies. 

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations.