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.

Role Purpose

The Client Engagement Manager is responsible for managing client relationships across assigned accounts or portfolios, ensuring high levels of client satisfaction, retention and service excellence through the effective execution of Chain IQ's Client Engagement Management framework.

The role acts as a trusted advisor to client stakeholders and as a key link between the client and Chain IQ's internal delivery teams. The Client Engagement Manager ensures contractual commitments are delivered, proactively identifies client needs, manages risks and escalations, and contributes to opportunities for account development, continuous improvement and value creation.

The role operates as an Expert-level individual contributor, applying strong client engagement and commercial expertise while influencing stakeholders and collaborating across functions without formal people management responsibility. This positioning is consistent with CIQ's Expert career path

Key Responsibilities

Client Engagement & Relationship Management

• Develop and maintain strong relationships with key client stakeholders.
• Act as a trusted advisor and primary point of contact for assigned clients or portfolios.
• Understand client objectives, business needs and evolving priorities.
• Monitor client satisfaction and proactively address concerns.
• Develop and execute client engagement and account development plans.
• Participate in client governance meetings and business reviews.
• Build effective relationships across different levels of the client organization.

Service Delivery & Operational Excellence

• Ensure contracted services are delivered in line with agreed obligations, SLAs and KPIs.
• Monitor client-related service performance and coordinate with internal teams to address performance gaps.
• Partner with Operations, Sourcing, Analytics, Finance, Legal, Technology and other relevant functions to support effective service delivery.
• Coordinate the resolution of client issues, escalations and service disruptions.
• Support client onboarding, service implementation and change requests where required.
• Identify and implement continuous service improvement opportunities.
• Ensure accurate and timely client reporting.

Client Value & Account Development

• Identify opportunities to enhance the client experience and create additional value.
• Understand evolving client requirements and translate them into practical solutions.
• Identify potential cross-selling and up-selling opportunities within assigned accounts.
• Support business development activities, proposals, RFPs and client presentations where required.
• Collaborate with internal subject-matter experts to develop solutions addressing client challenges.
• Contribute to account planning, forecasting and commercial discussions.

Risk Management & Governance

• Support effective governance for assigned client relationships.
• Proactively identify operational, commercial, contractual and client-related risks.
• Develop and coordinate appropriate mitigation actions.
• Monitor contractual commitments and support compliance with relevant internal and client requirements.
• Escalate significant risks or issues through appropriate internal governance channels.
• Support contract renewal and commercial discussions within assigned areas of responsibility.

Expertise, Collaboration & Knowledge Sharing

• Apply strong Client Engagement Management expertise to complex client situations.
• Provide guidance and subject-matter expertise to colleagues and internal stakeholders.
• Coach and support colleagues through knowledge sharing and practical guidance.
• Collaborate effectively across functions, regions and delivery teams.
• Contribute to the development and adoption of Client Engagement Management standards and best practices.
• Influence stakeholders and drive outcomes without relying on formal authority.

Continuous Improvement & Innovation

• Champion the adoption of the Chain IQ Client Engagement Management Framework.
• Identify opportunities to improve client service, processes and ways of working.
• Use client feedback and performance information to recommend service improvements.
• Support digitalization, AI-enabled solutions and process innovation relevant to client delivery.
• Contribute to cross-client and cross-functional initiatives that improve client outcomes and operational effectiveness.
• Share knowledge and successful practices across the Client Engagement Management community.

Qualifications

Education

• Bachelor's degree in Business Administration, Procurement, Supply Chain, Finance, Economics or a related field, or equivalent relevant professional 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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