Title:  Client Engagement Management

At Chain IQ, your ideas move fast.

Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

1. Client Engagement

• Develop and build relationships with key client stakeholders to ensure the successful execution of service programs; leverage account data and stakeholder feedback to identify opportunities to enhance the client experience
• Develop and manage relations with business lines at multiple levels in client organization.
• Execute overall management responsibility around client implementation.
• Assign tasks to team members.
• Interact with team personnel related to client raised issues.

2. Service Delivery

• Act as single point of contact for service-related client questions
• Ensure a strong client satisfaction experience through quality service, proactive value creation and trusted partnerships.
• Have a multi-client delivery mindset that constantly think cross-linked and apply value creation levers across the clients under management.
• Perform client onboarding in order to start Chain IQ operation in line with contractual obligations
• Monitor Chain IQ’s client-related performance and collaborate with Chain IQ internal functions in order to ensure an accurate, smooth and efficient service delivery in alignment with contractual obligations. The performance monitoring shall also serve as basis for client reporting
• Perform internal quality assurance, e.g. continuous supervision of processes, operations and change management related to Chain IQ’s service delivery for the client
• Collect and present specific client reports in line with contractual obligations
• Proactively identify and implement continuous service improvement measures to ensure client satisfaction.
• Operational handling of escalated client demands, risks, issues and disputes and coordinate / assign internally. Hands-on management of operational issues and to oversee the end-to-end resolution process.
• Proactive identification of client related risks and propose mitigation measures / plan
• Develop a deep understanding of client business needs/demands and collect and distribute important client information
• Identify new client demands / requests and proactively develop innovative client-orientated solutions in order to drive up- and cross-selling opportunities; this includes the involvement of client executives
• Maintain an open dialogue with the client in order to create a strong, long-term relationship and to anticipate evolving client demands / requests
• Definition of the overall client strategy in alignment with Chain IQ’s corporate strategy
• Ensure timely and accurate billing and forecasting post service implementation
• Collaborate with and marshal internal functions during bidding processes in order to provide accurate contracts, engagement letters and invoices
• Accept and internally assign change requests, identify potential implementation approach and required resources within Chain IQ. Implement change requests and supervise the resolution progress regarding change activities

Service Delivery tasks

• End-to-end service implementation and service execution. Implementation includes but is not limited to the execution of spend diagnostics, savings discovery (insights), development of sourcing strategies, savings priority plans, execution of savings initiatives and programs, etc.

Managerial Responsibilities:

• Responsible for leading the service team to achieve the company’s regional/global goals and objectives.
• Review performance data to monitor and optimize productivity, goal progress and activity levels.
• Promote the Chain IQ proposition and ensure high (right) engagement level of Chain IQ by the client(s).
• Lead and supervise direct reporting team in the delivery of operational activities listed below in a collaborative manner in full compliance to the stipulated /procedures/ processes/guidelines.
• Be a role model in demonstrating positive team culture and professionalism at the workplace
• Proactively develop and foster strong client senior stakeholder relationships for countries in-scope.
• Provide first level country management escalation support on general issues and client feedback.
• Provide early engagement and escalate critical issues with possible solutions for consultation with the local / regional sourcing leads and / or the global engagement manager.
• Support and facilitate preparation and analysis of management reports, as required.
• Monitor staff performance, including conducting performance reviews.  Coach and mentor staff to support their career development needs and maximize their potential.
• Responsible for compliance with performance management objectives
• Mentors and counsels staff members
• Support business development activities, when required.
• Assists in preparing and tracking budgets

 Requirements:

Qualifications

• University degree (ideally in economics or Supply Management and/or Legal) or industry experience equivalent.
• Additional Sourcing/Procurement certification will be advantageous.
• Strong oral and written English.

Experience:

• Demonstrable success in sourcing solutions development, managing sourcing operations, strategic sourcing ideally gained in an international environment.  Excellent communication (written, verbal) and interpersonal skills to positively influence people to make the appropriate decisions for the client(s) and resolve conflicts effectively
• Proven people / resource management skills
• Growth mindset with a strong work ethic
• Customer service focused. Dedicated to exceeding client’s expectations, ensuring excellence in delivery are achieved through the right solution
• Achieves immediate credibility, confidently presenting varying ideas to create value and challenge the status quo. Show the ability to think quickly, listen well to others, and understand how to react and modify approach to thrive in front of clients and other key influencers
• Thrives in ambiguity. Proven to be able to navigate through complex, multi-faceted organizations with multiple stakeholders
• Ability to work independently as well as being a team-player as part of a cross functional team
• Highly competent in negotiations and contract knowledge with a strong ability to converse, negotiate with suppliers / clients and review contracts
• Proven project management experience

Join a truly global team.

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.

Chain IQ – Create. Lead. Make an impact.

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