Customer Engagement Specialist

Position Summary The Customer Engagement Specialist supports the Customer Engagement team by assisting Account Managers and Account Executives with administrative, operational, and client-facing tasks. This role helps ensure smooth day-to-day client interactions, timely follow-through, and accurate documentation. The Specialist contributes to overall client satisfaction by executing assigned tasks reliably and professionally, serving as an extension of the Account Manager/Account Executive in organizing, tracking, and communicating customer needs.

Essential Duties & Responsibilities Support Account Managers/Executives in managing day-to-day client requests, follow-ups, and routine communications.

Prepare, update, and distribute meeting materials including agendas, meeting minutes, and action logs.

Track open items, project tasks, and client deliverables; follow up with internal teams to ensure deadlines are met.

Assist in collecting business requirements, organizing details, and documenting specifications for internal review.

Maintain client records, project documentation, CRM/SampleIQ task tracking systems.

Handle administrative components of billing follow-through such as gathering time, tracking billable events, or preparing draft summaries.

Coordinate internal scheduling and logistics for client meetings, demos, and project reviews.

Support the preparation of cost estimates, proposals, and statements of work by gathering data and assembling standard components.

Assist Account Managers/Executives during onboarding of new clients by preparing templates, checklists, data intake items, and internal handoffs.

Monitor shared mailboxes or communication channels as assigned, ensuring timely responses or routing items to the appropriate Account Manager/Executive.

Provide operational support for product updates, client notifications, and internal release coordination tasks.

Serve as an internal liaison to ensure cross-functional teams receive the information needed to complete client-related tasks.

Perform other duties or special projects as assigned.

Qualifications / Competencies To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be provided.

Compliance with all company policies, procedures and SOPs.Ability to handle confidential or sensitive client information appropriately.

Education, Experience & Technical Skills Associate degree or equivalent work experience preferred.
1–2 years of experience in administrative support, customer service, operations, or a coordination role; experience in software, healthcare, or life sciences a plus.

Familiarity with project coordination or task tracking tools.

Basic understanding of data exchanges or databases helpful but not required; willingness to learn is essential.

Proficiency with Microsoft Office or equivalent productivity tools.

Strong written documentation and note-taking skills.

Soft Skills Strong customer service orientation and professional communication skills.

High attention to detail, accuracy, and ability to follow established processes.

Ability to manage multiple priorities in a fast-paced environment.

Reliable follow-through and accountability for assigned tasks.

Strong organizational skills and comfort working across multiple internal teams.

Proactive, resourceful, and open to learning new systems and processes.

Comfortable working independently in a remote environment.