Client Engagement Lead

Job Description

Fragomen is recognized as the world's leading immigration services provider. Immigration is not just a practice area within our firm - it is our only practice. We provide comprehensive immigration services for short- and long-term international assignments, permanent transfers and the local hire of foreign workers.

The Client Engagement team is the bridge between IT and the business; the team serves as a liaison between Partners, Practice Groups and Corporate functions to ensure that technology initiatives support clients’ broader business goals. It was established to ensure that stakeholders receive a clear and accurate message about the advantages and availability of the Firm’s ever-evolving technology offerings.

The team is based in multiple regions to provide broad geographical coverage and you will report to the Client Engagement Director. 

How you will make a difference as a Client Engagement Lead at Fragomen:

As someone skilled at communicating technical concepts to all levels at client organizations, you will be an integral part of the acquisition and retention of client relationships. Because you will be in contact with many of the firm's clients, you also will be an important conduit to the product team in ensuring the voice of the client is heard. As such, your input will be important to the firm's overall technology strategy and roadmap.

In the role, you will be responsible for:

Understanding and Presenting Technology

• Representing the firm's state-of-the-art client-facing technologies to current and potential clients through presentations, demonstrations, and communications through your own book of business.
• Continually and proactively gathering information from developers, designers, and product managers about new features, functionality, and upcoming product changes.
• Delivering product information in a compelling way to promote usage and adoption of the Firm’s technology.
• Becoming a subject matter expert of the tools being demonstrated. 

Product Sales

• Own Account Strategy & Growth:
  • Develop and execute account plans to drive revenue, retention, and expansion within assigned accounts
  • Identify upsell and cross-sell opportunities aligned to customer business objectives
  • Drive revenue growth for assigned product(s), including new sales, expansion, and renewals
  • Build and manage pipeline aligned to revenue targets 
• Drive Product-Led Sales
  • Position product offerings based on customer needs, market trends, and competitive landscape
  • Partner with product teams to translate features into business value for clients
• Lead Deal Execution
  • Manage the full sales cycle from opportunity identification through close
  • Coordinate internal teams (pre-sales, legal, delivery) to ensure successful deal execution
• Market & Customer Insight
  • Provide feedback to product and marketing teams on customer needs, competitive insights, and market trends
  • Influence product roadmap through voice of the customer
• Align with Product & Influence Roadmap
  • Translate customer and market feedback into actionable product insights

Strategic Relationship Management and Alignment:

• Develop and maintain relationships with clients and partners.
• Understand the strategic objectives and priorities of clients and partners and align technology offerings to meet their needs.
• Translate business objectives into actionable technical requirements and initiatives. The role involves working closely with business units to gather, analyze, and document their technical requirements. It is essential that these requirements are clearly and effectively communicated to the appropriate technical teams.
• Participate in the development of proposals, presentations, and other materials to support business development efforts (e.g., RFPs).

Client Satisfaction and Retention:

• Monitor client satisfaction and address any issues or concerns in a timely and effective manner.
• Proactively identify opportunities to add value and improve the client experience.
• Collaborate with internal teams to ensure that client expectations are met and exceeded.

Project Coordination:

• This role supports the coordination of projects by aligning stakeholders, tracking progress against key milestones, and ensuring timely communication between business and technical teams.
• The individual will help identify and mitigate risks and support overall project delivery to ensure business needs are met effectively.

Cross-functional Collaboration:

• Work closely with internal stakeholders, including product development, operations, and customer support teams, to ensure alignment and coordination in delivering value to clients.
• Serve as a liaison between clients and internal teams, facilitating communication and resolving any conflicts or issues that may arise.

Let's talk if you have the following qualifications and experience:

• Strong business acumen who can: understand the various teams across Digital, communicate effectively with clients, demonstrate operational knowledge, and build connections across other corporate functions.

• Strong presentation skills and proven track record of successful presentations.
• Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences.
• Experience creating documentation and presentations.
• Enjoy working within a cross functional team and have the people and communication skills required to do that well.  
• Quickly learn complex concepts and technologies.

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.