The Role
Own relationships with international clients, serving as the primary point of contact for engagement, performance communication, issue resolution, retention, and account growth. Coordinate with HR, delivery, IT, talent acquisition, and leadership teams to resolve employee matters, capture new staffing needs, maintain client records, and provide leadership updates. Manage multiple accounts across time zones while maintaining client satisfaction and proactive communication.
Summary Generated by Built In
About the Role
We are looking for a seasoned Client Engagement Lead to own and nurture relationships with our international clients (UK, US, Australia). This role is the primary bridge between our clients and internal teams - ensuring client satisfaction, driving engagement growth, and proactively resolving employee and service-related matters. The ideal candidate combines executive presence with strong operational follow-through.
Key Responsibilities
- Client Relationship Ownership: Serve as the single point of contact for assigned international clients, building trusted, long-term partnerships.
- Structured Client Engagement: Conduct weekly/fortnightly calls with clients to review employee performance, address concerns, and capture feedback.
- Performance Communication: Stay closely connected with clients on the performance of deployed resources; coordinate with internal HR and delivery teams to relay and act on feedback.
- New Business Identification: Capture new resource requirements from existing clients and coordinate with the Talent Acquisition team to initiate searches promptly.
- Issue Resolution: Proactively manage and resolve employee-related issues or client escalations, ensuring minimal disruption to client operations.
- Retention & Growth: Monitor client health, identify risks early, and drive initiatives that strengthen retention and account expansion.
- Internal Coordination: Work cross-functionally with HR, IT, Talent Acquisition, and leadership to ensure seamless client service.
- Reporting: Maintain accurate records of client interactions, feedback, and action items; share periodic updates with leadership.
Required Skills & Experience
- 5-8 years of experience in client relationship management, account management, or client servicing — preferably with international clients (UK/US/Australia).
- Excellent verbal and written communication skills, with the confidence to engage senior stakeholders and business owners.
- Strong client handling and expectation management skills, with a proven track record of retention and satisfaction.
- Ability to manage multiple client accounts simultaneously with structure and discipline.
- Comfortable working across time zones for scheduled client calls.
- Strong problem-solving mindset — able to balance client interests with internal capabilities.
- Exposure to staffing, offshoring, RPO, or professional services industry is a strong advantage.
What Success Looks Like
- High client satisfaction and retention across assigned accounts.
- Consistent, proactive communication rhythm with every client.
- Employee issues resolved before they become escalations.
- New requirements captured and converted into successful placements.
Skills Required
- 5–8 years of experience in client relationship management, account management, or client servicing
- Experience with international clients, preferably in the UK, US, or Australia
- Excellent verbal and written communication skills
- Confidence engaging senior stakeholders and business owners
- Strong client handling and expectation management skills
- Proven track record of client retention and satisfaction
- Ability to manage multiple client accounts with structure and discipline
- Ability to work across time zones for scheduled client calls
- Strong problem-solving skills and ability to balance client interests with internal capabilities
- Exposure to staffing, offshoring, RPO, or professional services
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The Company
What We Do
Talent Formula provides managed accounting talent and secure AI solutions for accounting firms worldwide. Its model recruits, integrates, trains, and supports global accounting professionals as dedicated team members, while its digital employees and AI workspaces automate processes such as invoicing, reconciliation, data entry, and reporting. The company serves firms across international markets with scalable staffing, workflow automation, and ongoing operational support.
