Client Engagement Manager

📌 Core Information

🔹 Job Title: Client Engagement Manager

🔹 Company: Payarc LLC

🔹 Location: San Diego, CA, USA

🔹 Job Type: On-site, Full-time

🔹 Category: Financial Services

🔹 Date Posted: June 7, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site, with travel to Tijuana, Mexico office required

🚀 Job Overview

Key aspects of this role include:

• Supervising and managing the support team, including hiring, performance management, and training
• Acting as an escalation point for complex issues and ensuring timely completion of tasks
• Providing exceptional customer service to existing clients over the phone and email
• Leading projects assigned to the support team, such as pricing updates and equipment updates for merchants
• Working closely with other departments to resolve issues and support clients/merchants

ASSUMPTION: This role requires a strong leader with excellent communication and problem-solving skills to manage the support team and ensure client satisfaction.

📋 Key Responsibilities

✅ Supervise employees, including conducting performance reviews, goal setting, providing guidance, and working through employee relation issues within the team.

✅ Identify career development needs/opportunities for each individual member of the team.

✅ Interview and hire new team members, as well as train them to understand Payarc products, systems, and how other departments work with the support team.

✅ Manage and delegate tasks assigned to the support team, ensuring timely completion of open issues.

✅ Act as a subject matter expert/lead on investigating complex issues and triaging problems between other company departments.

✅ Provide customer service to existing clients over the phone and email.

✅ Take the lead on projects assigned to the support team, such as pricing updates and updating information for merchants.

✅ Mentor new employees.

✅ Perform other duties as assigned.

ASSUMPTION: This role involves a mix of managerial, customer service, and project management responsibilities, requiring a versatile and adaptable candidate.

🎯 Required Qualifications

Education: College degree preferred

Experience: 3+ years of experience in customer service with proven ability to solve issues and work well with a team

Required Skills:

• Extremely detail-oriented
• Ability to multi-task
• Good interpersonal skills
• Strong communication skills
• Strong relationship building skills
• Influencing skills
• Strong problem-solving skills
• Coaching skills
• Leadership skills
• Ability to handle complex, sensitive issues
• Customer service-oriented

Preferred Skills:

• Spanish speaking
• Proficient in Microsoft Word/Excel

ASSUMPTION: Candidates should have a strong background in customer service and management, with a proven track record of success in a similar role.

💰 Compensation & Benefits

Salary Range: $60,000 - $80,000 per year (based on industry standards for a Client Engagement Manager with 3-5 years of experience in the financial services sector)

Benefits:

• Health, dental, and vision insurance
• 401(k) plan with company match
• Paid time off (vacation, sick, and holidays)
• Employee assistance program
• Professional development opportunities

Working Hours: Full-time, 40 hours per week, with occasional overtime as needed

ASSUMPTION: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services - Payarc specializes in payment processing solutions, empowering businesses of all sizes and industries to streamline their payment operations and facilitate growth.

Company Size: 51-200 employees - Payarc is a mid-sized company, offering a collaborative and dynamic work environment with ample opportunities for professional growth.

Founded: 2016 - Payarc was founded in 2016 with a mission to enable seamless and secure transactions, empowering businesses and individuals to thrive in the ever-evolving landscape of digital commerce.

Company Description:

• Payarc offers payment processing solutions tailored to merchants of all sizes and industries
• The company combines cutting-edge technology, industry best practices, and transparent pricing models to deliver comprehensive payment solutions
• Payarc is committed to refining its technology and customer service to empower companies to operate more efficiently and effectively, facilitating their growth and success

Company Specialties:

• Payment processing solutions
• Payment gateways
• Payment terminals
• Merchant services

Company Website: http://www.payarc.com

ASSUMPTION: Payarc is a growing company with a strong focus on technology and customer service, offering ample opportunities for career growth and development.

📊 Role Analysis

Career Level: Mid-level management - This role is ideal for experienced customer service professionals looking to take the next step in their career and transition into a management role.

Reporting Structure: The Client Engagement Manager will oversee the Client Engagement Specialists and Senior Client Engagement Specialists, as well as any other support team members.

Work Arrangement: On-site, with travel to the Tijuana, Mexico office required - This role requires a significant amount of on-site work, with occasional travel to the company's Tijuana office.

Growth Opportunities:

• Advancement to a senior management role within the support team or another department
• Expansion of responsibilities to include additional departments or functions
• Professional development opportunities, such as training and certifications

ASSUMPTION: This role offers strong growth potential for the right candidate, with opportunities to advance their career and take on more responsibilities over time.

🌍 Location & Work Environment

Office Type: Hybrid - Payarc has offices in both San Diego, CA, and Tijuana, Mexico, with employees expected to work on-site in San Diego and travel to Tijuana as needed.

Office Location(s): San Diego, CA, USA, and Tijuana, Mexico

Geographic Context:

• San Diego, CA, USA - A vibrant and diverse city with a strong tech industry and a high cost of living
• Tijuana, Mexico - A bustling border city with a lower cost of living and a growing tech industry

Work Schedule: Full-time, with occasional overtime as needed - This role requires a full-time commitment, with the potential for occasional overtime to meet deadlines or handle unexpected issues.

ASSUMPTION: The hybrid work environment offers a balance between on-site collaboration and remote flexibility, allowing employees to make the most of their time and resources.

💼 Interview & Application Insights

Typical Process:

• Phone or video screen
• In-person or virtual interview with the hiring manager
• Final interview with key stakeholders
• Background check and reference check
• Job offer

Key Assessment Areas:

• Problem-solving skills
• Communication and interpersonal skills
• Leadership and management skills
• Customer service experience
• Technical proficiency with relevant tools and systems

Application Tips:

• Highlight your relevant experience and accomplishments in customer service and management
• Tailor your resume and cover letter to emphasize your fit for this specific role and company
• Prepare examples of how you've handled complex, sensitive issues in previous roles
• Research Payarc and the financial services industry to demonstrate your knowledge and enthusiasm

ATS Keywords: Client Engagement, Customer Service, Team Management, Hiring, Training, Problem-solving, Complex Issues, Merchant Services, Payment Processing

ASSUMPTION: The application process for this role is likely to be competitive, with a strong focus on relevant experience and skills. Applicants should be prepared to demonstrate their qualifications and fit for the role through their resume, cover letter, and interviews.

🛠️ Tools & Technologies

• Microsoft Word/Excel
• Customer relationship management (CRM) software
• Payment processing systems and gateways
• Project management tools

ASSUMPTION: The tools and technologies required for this role are primarily office productivity and project management software, with some industry-specific payment processing systems.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Adaptable
• Accountable

Work Style:

• Fast-paced and dynamic
• Team-oriented and collaborative
• Results-driven and focused on continuous improvement
• Adaptable and open to change

Self-Assessment Questions:

• Do you thrive in a fast-paced, dynamic work environment?
• Are you a strong communicator and collaborator, able to work effectively with diverse teams?
• Are you results-driven and focused on continuous improvement?
• Are you adaptable and open to change, able to handle complex, sensitive issues with ease?

ASSUMPTION: Payarc values employees who are customer-centric, innovative, collaborative, adaptable, and accountable, with a strong work ethic and a commitment to continuous improvement.

⚠️ Potential Challenges

• Managing a team with diverse skills, backgrounds, and experience levels
• Handling complex, sensitive issues and escalations from clients and other departments
• Balancing the demands of customer service, project management, and team management
• Occasional travel to the Tijuana, Mexico office, which may require additional time and effort

ASSUMPTION: This role presents unique challenges that require a strong, adaptable leader with excellent communication, problem-solving, and management skills.

📈 Similar Roles Comparison

• Client Engagement Manager vs. Customer Service Manager - Both roles focus on customer service and support, but the Client Engagement Manager has additional responsibilities in team management, hiring, and training
• Industry-specific context - The financial services industry requires a strong understanding of payment processing systems and regulations, as well as the ability to navigate complex, sensitive issues
• Career path comparison - The Client Engagement Manager role is a stepping stone to more senior management positions within the support team or other departments

ASSUMPTION: This role is similar to other customer service and support management positions, but with unique challenges and opportunities specific to the financial services industry and Payarc's business model.

📝 Sample Projects

• Implementing a new customer service training program to improve team performance and client satisfaction
• Leading a project to update pricing and equipment information for merchants, ensuring accurate and up-to-date records
• Investigating and resolving complex, sensitive issues escalated from clients or other departments

ASSUMPTION: These sample projects demonstrate the range of responsibilities and challenges faced by the Client Engagement Manager, from team management and training to customer service and project management.

❓ Key Questions to Ask During Interview

• What are the most significant challenges facing the support team currently, and how can this role address them?
• How does Payarc support the professional development and growth of its employees?
• What is the company's approach to handling complex, sensitive issues, and how does this role fit into that strategy?
• What are the key priorities for this role in the first 90 days?
• How does Payarc foster a culture of collaboration and innovation within the support team and the company as a whole?

ASSUMPTION: These key questions help applicants better understand the role, the team, and the company, allowing them to make an informed decision about their fit and potential for success.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Customize your resume and cover letter to highlight your relevant experience and qualifications for this role
• Prepare examples of how you've handled complex, sensitive issues in previous roles
• Research Payarc and the financial services industry to demonstrate your knowledge and enthusiasm
• Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.