Client Engagement Specialist

ABOUT THE JOB

Position Title: Client Engagement Specialist

Location: Riyadh, Saudi Arabia

Type: Full-time

ABOUT PROVEN

Proven supports equal opportunities for all candidates and is committed to empowering its people through continuous personal and professional development. We foster a collaborative and inclusive environment built on mutual respect, innovation, and a healthy work-life balance. With a strong track record in recruitment, managed services, and workforce solutions, we are proud to be long-term partners in shaping success for both our clients and our employees.

ABOUT THE ROLE / ROLE OVERVIEW

We are looking for a professional Client Engagement Specialist to join our CRM team. The candidate will act as the first point of contact for clients to support and liaise with internal departments to ensure client needs are met efficiently.

KEY RESPONSIBILITIES

Client Relationship Management

• Act as the first point of contact for clients, especially during urgent or emergency visa-related support.
• Liaise with internal departments to ensure client needs are met efficiently.
• Attend client meetings to strengthen relationships and understand evolving requirements.
• Communicating client needs clearly to internal teams and line manager.

Account Management & Strategy Execution

• Directly coordinate with line manager to execute outlined tasks and strategic initiatives.
• Forecast and track client account metrics to ensure performance alignment.
• Ensure clients receive timely responses and services.
• Identify potential risks with major business impact and escalate to line manager when necessary.
• Implement strategies to improve client satisfaction and service delivery.

Sales & Business Development Approach

• Identify, develop, and drive leads and opportunities in collaboration with the account team.
• Assist in preparing and finalizing business proposals.
• Conduct win-loss analysis to improve future engagements.
• Ensure accurate costing and billing for services while maintaining predefined margins.

Team Leadership & Reporting

• Report regularly to the direct manager with updates on client activities and performance.
• Support the development of team KPIs and participate in regular appraisals.
• Provide supervisory support to sales and CRM team members.
• Foster an inspiring team environment with open communication and collaboration.
• Conduct client satisfaction surveys and reviews to gather feedback and improve services.

Payroll & Documentation Management

• Execute monthly payroll processes based on client input.
• Manage client trackers using Excel and Smartsheets for payroll and operational updates.
• Generate and manage monthly payslips within client portals.
• Ensure accuracy and timely delivery of payroll-related documentation.

Residency & Visa Management

• Track and manage employees' KSA residency status and renewal timelines.
• Maintain comprehensive records of employee visa statuses and documentation.
• Coordinate with overseas KSA embassies and authorized agencies to inquire about visa endorsement procedures across different countries.
• Evaluate individual visa cases and provide recommendations or escalation as needed.

CRM & Data Management

• Maintain accurate and up-to-date records in the CRM system.
• Provide consistent reporting and insights into management based on CRM data.

REQUIREMENTS

Education / Qualification

Bachelor's Degree from a recognized institution.

Experience

• 3+ years in Account Management, Senior Customer Service, or other client-facing roles.
• 2+ years managing complex client relationships, projects, or customer accounts.
• Experience in international environments and multicultural teams.
• Preferred: Familiarity with KSA HR operations, residency processes, and client-side operations.

Skills & Attributes

• Situational Sensitivity
• Open-Mindedness
• Organizational Awareness
• Leadership & Motivation
• Client-Centric Mindset

Technical Skills

• Payroll & Documentation management. (basic understanding preferred)
• Advanced Excel: Proficient in pivot tables, formulas (VLOOKUP/XLOOKUP), dashboards, and data analysis.
• Smartsheet: Basic project tracking, automation, and collaboration.
• Familiarity with systems such as SAP SuccessFactors, Odoo, Oracle HCM, and Zoho. (basic understanding preferred)