Job Description
Client Engagement Manager – Sales Operations & Client Partner Enablement (Onshore)
*** Working experience with an IT Consulting company is a must ***
We are seeking a results-driven Client Engagement Manager to own client engagement operations, sales execution, and lead management, while working day-to-day with Client Partners to track performance, pipeline health, and revenue outcomes.
This role acts as the central operational backbone for Client Engagement—coordinating all incoming leads, managing Salesforce rigor, enforcing follow-ups, and ensuring Client Partners are accountable to their numbers.
This is an onshore, Chicago-based role, reporting directly to the VP of Client Engagement, with a hybrid work model out of our Westmont, IL office.
Core Role Mandate (Why This Role Exists)
- Be the single point of coordination for all inbound and outbound leads
- Work daily with Client Partners to manage pipeline, follow-ups, and performance
- Act as a sales operations leader + administrator who ensures nothing falls through the cracks
- Provide visibility, discipline, and accountability across client engagement numbers
- Reduce burden on Client Partners so they can focus on selling and relationships
Key Responsibilities
Lead Management, Pipeline Ownership & Client Partner Accountability
- Serve as the central owner of all incoming leads, regardless of source (marketing, partners, referrals, advisors, events, leadership, etc.).
- Assign, track, and manage leads through the full lifecycle in Salesforce and Hubspot.
- Work day-to-day with Client Partners to:
- Track lead progression, follow-ups, and conversion
- Monitor pipeline movement, aging, and drop-off
- Enforce next steps, timelines, and ownership
- Actively follow up with Client Partners to ensure updates, notes, and actions are completed and entered into Salesforce. Ensure proper Salesforce hygiene for better analytics, account activity, trends and tracking.
- Maintain clear visibility into Client Partner performance vs targets, pipeline coverage, and forecast accuracy.
Sales Operations & Commercial Execution
- Operate as a strong sales operations leader, owning the rhythm of pipeline reviews, dashboards, and reporting.
- Build and maintain Client Partner scorecards (leads, pipeline, wins, renewals, revenue).
- Support leadership with weekly/monthly performance insights and recommendations.
- Ensure consistent sales process execution across all Client Partners.
SOWs & Renewal Management
- Own the creation, review, execution, and renewal of Statements of Work (SOWs).
- Proactively manage renewal timelines to prevent revenue leakage.
- Coordinate with Sales, Legal, Finance, and Delivery to ensure timely approvals.
- Maintain visibility into contract status and renewal pipeline.
Pre-Sales Management
- Lead and support pre-sales activities including proposals, pricing, staffing models, and deal coordination.
- Ensure seamless alignment between Sales, Technology, Operations, and Delivery.
- Drive timely, accurate, and well-governed proposal submissions.
RFP / RFI / RFQ Management
- Own the full RFP/RFI/RFQ lifecycle from intake through submission.
- Coordinate inputs across internal stakeholders and partners.
- Ensure compliance, quality, and on-time delivery.
Salesforce Hygiene, Adoption & Reporting
- Enforce Salesforce discipline and data hygiene across all Client Partners.
- Ensure:
- Leads and opportunities are updated regularly
- Activities, meetings, and notes are logged
- Forecasts and close dates are realistic
- Build and maintain executive dashboards covering:
- Lead flow
- Pipeline health
- Client Partner performance
- Revenue and renewal outlook
Customer Satisfaction & CSAT Management
- Drive a structured CSAT cadence across assigned accounts.
- Analyze trends, risks, and improvement opportunities.
- Coordinate follow-ups with Delivery and Leadership teams.
Resource Locking & Staff Augmentation Coordination
- Coordinate resource locking for active and upcoming deals.
- Partner with Talent and Delivery to align availability with deal timelines.
- Support staff augmentation requirements tied to pipeline demand.
Process Automation & Operational Excellence
- Identify opportunities to automate and streamline Client Engagement workflows.
- Implement repeatable, scalable sales and engagement processes.
- Reduce manual overhead for Client Partners and leadership.
Cross-Functional Coordination
- Act as a central coordination point across:
- Client Partners
- Delivery & Practice Leaders
- Finance, Legal, Talent, and Operations
- Ensure commitments made during sales cycles are executed cleanly.
Required Qualifications
- 6–10+ years in Client Engagement, Sales Operations, Account Management, or Consulting
- Proven experience managing:
- Leads and pipelines
- Client Partner performance
- SOWs, renewals, proposals, and RFPs
- Strong Salesforce CRM expertise (dashboards, reporting, hygiene, process)
- Background in IT consulting, systems integration, or B2B technology services
- Highly organized, detail-oriented, and comfortable holding senior sellers accountable
- Strong follow-up, communication, and execution mindset
- Local to Chicago, IL and able to work hybrid from the Westmont office
Why This Role Matters at rSTAR
- High-impact, high-visibility role directly tied to revenue performance
- Direct partnership with executive leadership
- Opportunity to professionalize and scale Client Engagement operations
- Clear ownership, authority, and accountability
- A role that pays for itself by improving conversion, velocity, and discipline