Head of Client Engagement

Head of Client Engagement

EOSYS – Phoenix, AZ

Salary Range: $,000;
Bonus eligible

EEO Employer. Work Eligibility:
Must be eligible to work in the U.S. with no current or future restrictions or sponsorship necessary. TN visa acc

The Head of Client Engagement is responsible for owning the client relationship post‑sale, ensuring exceptional delivery of customized solutions, and driving high customer satisfaction and retention. This role collaborates closely with the Instructional Design team to customize programs to client needs, creates all client‑facing processes and collateral, and leads a high‑performing team to deliver measurable outcomes.

• Serve as the primary point of contact for clients, building strong, trust‑based relationships and guiding them through project configuration and delivery
• Understand client business objectives and ensure solutions align with their strategic goals
• Create scalable processes for the client team to follow that ensure quality delivery
• Actively manage risk of client delivery and mitigate risks as needed

• Build a scalable process to partner with the Instructional Design team to customize training and assessment programs for each client
• Monitor program effectiveness and client feedback to drive continuous improvement
• Create easy methods for the facilitation team to receive customization plans and incorporate into delivery

• Design and maintain all client‑facing processes, including client onboarding, communication protocols, and success measurement frameworks
• Create and manage client‑facing collateral such as playbooks, guides, and reporting templates
• Ensure all materials reflect brand standards and deliver consistent, high‑quality experience

• Build and lead the Customer Success team for this new business segment, fostering a culture of accountability and excellence
• Set clear performance metrics and coach team members to achieve high customer satisfaction scores
• Collaborate cross‑functionally to resolve client issues quickly and effectively

• Track and report on customer satisfaction metrics (CSAT, NPS) and retention rates
• Identify opportunities for upsell and expansion through proactive engagement
• Drive initiatives that enhance client loyalty and long‑term partnerships

• 10+ years in Client Engagement leadership within a B2B training environment
• Strong understanding of instructional design principles and customization processes
• Exceptional communication, relationship‑building, and problem‑solving skills
• Demonstrated ability to lead teams and deliver measurable improvements in customer satisfaction
• Experience scaling operations in a fast‑growing business segment is highly desirable

• Executive

• Full‑time

• Business Development and Sales