SMB Client Engagement Specialist

Job description

DISA Global Solutions is a leading safety and compliance provider supporting more than 55,000 customers worldwide, including over 30% of the Fortune 500. With 1,600+ team members across 30+ locations, we’ve delivered innovative solutions since 1986 and process more than 20 million orders each year. As a multi-year Top Workplaces award winner, DISA offers competitive pay, robust benefits, and a collaborative, growth-focused culture. Employees enjoy ongoing training through our internal learning and development team, monthly appreciation events, and numerous opportunities for career advancement. Position Summary: The Client Engagement Specialist drives engagement, upsells, and long‑term retention across the small‑ to medium‑sized business (SMB) segment by delivering targeted, scalable, and high‑quality client communications. This role blends client relationship management with data‑driven program execution, leveraging automated CRM workflows, customized support portals, and structured touchpoints to strengthen client satisfaction and deepen adoption across all DISA service lines. The Client Engagement Specialist ensures consistent standards of care, identifies opportunities for expansion, proactively addresses client needs, and partners cross‑functionally to support a seamless and value‑driven client experience throughout the SMB lifecycle . Essential functions, responsibilities: Manage strategic engagement initiatives for a large portfolio of SMB clients to strengthen satisfaction, retention, and revenue growth. Serve as the primary virtual relationship manager for assigned and unassigned SMB accounts through proactive, consultative communication. Develop and execute client engagement campaigns using Salesforce, CRM automation, webinars, compliance updates, product communications, and educational content. Identify cross‑sell, upsell, and product adoption opportunities to expand client relationships and drive growth. Analyze client utilization, adoption, revenue trends, and engagement metrics to uncover insights and recommend strategic solutions. Develop and maintain campaign calendars aligned with product launches, marketing initiatives, compliance updates, and business priorities. Create standardized communication templates and automated workflows within Salesforce to improve consistency and efficiency. Use Salesforce, Power BI, and reporting tools to segment client populations and execute targeted outreach that improves engagement and conversion. Partner cross‑functionally with Sales, Account Management, Service, Marketing, Product, Operations, and other teams to coordinate client communications and ensure a seamless experience. Support clients with inquiries and issue resolutions while connecting them to appropriate internal resources across all service lines. Evaluate client feedback, NPS, CSAT, and service performance metrics to identify trends and drive continuous improvement. Communicate the value of the Virtual Account Management program to internal stakeholders and clients, demonstrating measurable business outcomes. Enhance client self‑service resources including support portals, knowledge articles, chatbots, and digital tools. Monitor operational processes and program effectiveness and recommend improvements that increase efficiency, scalability, and client outcomes. Ensure accurate documentation of client interactions, campaigns, opportunities, and account activity within Salesforce and other business systems. Perform additional duties as assigned. Key Skills and Experience: High School Diploma or GED Required, Bachelor's degree preferred. Manage strategic engagement initiatives for a large SMB client portfolio to strengthen satisfaction, retention, and revenue growth. Serve as the primary virtual relationship manager through proactive, consultative communication and support. Develop and execute targeted engagement campaigns using Salesforce, CRM automation, webinars, compliance updates, and product communications. Identify and drive cross‑sell, upsell, and adoption opportunities across all service lines. Analyze client utilization, adoption, revenue trends, and satisfaction metrics to uncover insights and recommend strategic solutions. Create and manage campaign calendars, templates, and automated workflows to support consistent, scalable communication. Segment clients using Salesforce, Power BI, and reporting tools to execute targeted outreach that improves engagement and conversion. Collaborate cross‑functionally with Sales, Account Management, Service, Marketing, Product, and Operations to coordinate communications and ensure a seamless client experience. Support client inquiries and issue resolution by connecting clients with appropriate internal resources and enhancing self‑service tools. Monitor and improve operational processes Benefits: Personal and Sick Paid Time Off. 401k with a highly competitive match. 11 Paid Holidays. Medical/Dental and Vision. Group Life Insurance, HSA/FSA. Employee Assistance Program. Educational Assistance Program. Work Schedule: Mon – Fri 8:00 am – 5:00 pm EST Travel: Minimal travel may be required to attend internal meetings, client events, conferences, or other business‑related activities, with travel required based on business needs. Internal Mapping: This role aligns to the internal job profile of Analyst I, Client Engagement within the Client Success job family. Physical Requirements: • While performing the duties of this job, the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift up to 15lbs.(occasionally). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices. Job Pay Range $55,000.00 - $70,00.00 (DOE) EEO/M/F/Vet/Disability