SmartCare Client Engagement Partner

Salary: $60,000 CAD to $70,000 CAD

Align HCM is seeking a
Smart Care Client Engagement Partner to join our growing Customer Success team. This is an excellent opportunity for someone who enjoys building client relationships, coordinating projects, solving problems, and delivering an exceptional customer experience within the HCM technology space.

As the primary point of contact for a portfolio of Smart Care managed services clients, you'll help ensure clients receive timely support, coordinate ongoing service delivery, and maintain strong partnerships throughout their post-go-live journey. You'll work closely with both clients and internal consultants to keep engagements organized, on track, and delivering value.

This is an ideal opportunity for someone early in their Customer Success or Client Services career who wants to grow within the HCM consulting industry.

• Serve as the primary day-to-day contact for a portfolio of Smart Care clients
• Build trusted relationships with HR, Payroll, and business stakeholders
• Conduct regular client check-ins to ensure satisfaction and proactively address concerns
• Manage customer inquiries and triage service issues or escalations to the appropriate internal teams
• Act as the voice of the customer by communicating client priorities and feedback internally

• Coordinate ongoing Smart Care service requests between clients and internal consultants
• Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope
• Review and approve consultant time entries related to assigned client engagements
• Prioritize work requests and coordinate timely delivery of client needs
• Track deliverables, open items, and engagement progress using project coordination tools
• Organize client meetings, prepare agendas, document meeting notes, and follow up on action items
• Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership

• Provide regular status updates and engagement summaries to clients
• Communicate effectively with both technical and non-technical stakeholders
• Maintain accurate documentation of client discussions, decisions, and action items
• Identify opportunities to improve customer experience and service delivery processes
• Share customer feedback to help improve Smart Care services
• Help clients maximize the value of their HCM platform within their managed services agreement

• 2+ years of experience in a
  Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or similar client-facing role
• Experience supporting clients within an HCM, HRIS, Payroll, SaaS, or professional services environment
• Strong customer service mindset with the ability to build long-term client relationships
• Excellent verbal and written communication skills
• Highly organized with strong attention to detail and the ability to manage multiple clients and priorities simultaneously
• Comfortable coordinating work across multiple teams and following up on deliverables
• Experience facilitating client meetings and preparing status updates
• Proficiency using CRM systems, ticketing platforms, project management, or collaboration tools
• Self-motivated with strong problem-solving skills and the ability to work independently in a remote environment

• Experience supporting HCM platforms such as
  UKG, Dayforce, Workday, ADP, UKG Ready, UKG Pro, Oracle HCM, SAP Success Factors
  , or similar solutions
• Experience working in a managed services, post-go-live support, customer success, or client support environment
• Previous experience coordinating projects, implementations, or client engagements
• Experience managing service hours, resource coordination, or project administration
• Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field (or equivalent experience)

You’ll be successful in this role if you:

• Love working directly with customers and helping them succeed
• Enjoy staying organized and juggling multiple…