Program Engagement Manager

Job Description

ABOUT THE OPPORTUNITY:
At RecogNation, we are an employee engagement company and we believe that Every Moment Matters. We are seeking a professional, service-oriented, and passionate Program Engagement Manager (PEM) to help us transform how team members all over the world view and interact with their workplace. This role will be responsible for implementation and ongoing support for to both clients and their employees. You will play a pivotal role in fostering a positive workplace culture at RecogNation and for our clients ensuring that team members feel more connected, appreciated, informed, and heard. This role is on-site with option for 1 day remote after completion of training, with no direct reports.
DUTIES AND RESPONSIBILITIES:

• Account management: Perform daily account management and customer support for RecogNation clients.
• Setting up and managing client technology platforms: Ensuring seamless integration and efficient operation of the platforms used by our clients.
• Client relations: Maintain strong relationships with assigned clients/accounts while developing a thorough understanding of their company needs and goals related to employee recognition and engagement
• Post-launch support: Resolve all inquiries and client concerns through to completion in a timely manner.
• Develop and conduct client reviews: Regularly assess program performance, identifying areas of opportunity, understanding client needs and sharing product ideas to meet those needs, and sharing program performance on a regular cadence.
• Collaboration with sales: Working closely with the sales team to enhance and grow our offerings.
• Custom product inventory: Work closely with clients to understand their needs and communicate product inventory needs to purchasing.
• Approve work orders: Review and approve work orders prior to being sent to production for fulfillment.
• Handle inbound telephone and email inquiries: Engaging directly with clients and employees to maintaining excellent communication and support.
• Data Analysis: Analyzing program effectiveness and employee engagement metrics to make program enhancements.
• Problem identification and resolution: The ability to identify pain points for client and offer innovative solutions.
• Uphold the Brand Promise: Providing exceptional support to uphold our Brand Promise ensure 100% client satisfaction.

IDEAL CANDIDATE TRAITS:

• Highly motivated and professional with excellent written and oral communication skills
• Highly confident and goal-oriented individual with excellent attention for details
• Excellent communication skills with employees, managers, and executives
• Ability to maintain confidential customer records and files in a professional manner
• Desire and aptitude to problem solve and handle escalated issues appropriately
• Ability to multi-task and thrive in a very fast paced environment
• Strong computer skills and proficiency in Excel, Word, and PowerPoint

• Strong ability to work with varying web technologies
• Ability to establish and maintain effective working relationships with team members and clients

KEY MEASURES OF SUCCESS:

• Effectively handle 25-45 client accounts
• Drive a 95% annual SaaS retention rate or greater
• Achieve 100% coverage with annual Health Check-In’s
• Maintain an overall customer NPS of 60 or greater within minimum response rate of 90%
• Achieve a minimum feature adoption 33% or greater

REQUIREMENTS:

• Associates or Bachelor’s degree in Business Administration, Human Resources, Communication or related certification such as Certified Recognition Professional (CRP)
• 1-2 years of sales or post-sales support experience and at least 1 year of client management or project management experience.
• Ability to represent RecogNation to clients with enthusiasm and professionalism.
• Strong ability to learn new technology/tech savvy. Experience with MS Office with strong skills in Excel. Modern office practices, procedures, and equipment; English usage, spelling, grammar and punctuation.
• Demonstrated ability to communicate positively and professionally. Excellent verbal and written communication skills
• Excellent customer service skills required. Proven ability to graciously deal with all types of customers.
• Ability to work under pressure and meet strict deadlines. Must thrive in deadline-driven environment.
• Ability to define problems, collect data, establish facts, draw valid conclusions, and offer solutions.

Our Winning Culture Offers

• A world-class work environment
• West Michigan’s 101 Best and Brightest Companies to work for 13 times
• National 101 Best & Brightest winner for 8 consecutive years
• 101 Best & Brightest in Wellness Winner 7 times.
• 5-time Great Place to Work Certified. (Working at Baudville, Inc. | Great Place To Work®)

• Performance-based compensation commensurate with experience including annual salary, bonus and long-term incentive compensation
• Stability of a privately held, employee focused business with 33+ years of rich and diverse history and zero debt.
• Priority Health POS & HMO Healthcare options; Guardian Dental, Vision, Life, LTD & STD
• Company sponsored 401K
• Tuition Reimbursement
• Peer group of proven winners – ready to embrace the same and grow our successful business to new levels.

RecogNation is an Employee Engagement Company, and we believe Every Moment Matters. We are on a mission to transform how team members all over the world view and interact with their workplace. Whether you are celebrating the first day or the last, shouting great successes from the rooftop, or recognizing the little moments in between. We believe that inspiration flows from appreciation – making each person feel valued, connected, and a part of something bigger than themselves. Because it is in these moments that we unlock the meaning in work, the power of relationships, and the positive energy that accelerates success.

Pay: $45,000.00 - $55,000.00 per year

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