SR. Coordinator, Client Engagement

Description

E4E Relief empowers companies and employees to respond to crisis by providing a global, charitable solution in times of need. We partner with corporations nationwide to establish and administer disaster and hardship relief programs to assist their employees facing unexpected financial hardship. We offer a turnkey approach with an exceptional client experience from the moment they interact with E4E Relief. That is where you come in!  

The Sr. Coordinator, Client Engagement, located in our Charlotte, NC headquarters, is a client-facing role responsible for managing a portfolio of up to 15–20 active client relationships. This individual serves as a trusted partner and liaison, ensuring clients are informed, engaged, and strategically leveraging their relief programs to drive maximum impact. This role will also be the primary point of contact for new clients transitioning from onboarding into long-term program ownership—typically lasting 120-days—ensuring a smooth handoff and immediate value from their first weeks in the program. 

Reporting to the AVP, Client Engagement, the Senior Coordinator will serve as a key contributor to our mission of strengthening client partnerships, deepening program understanding, and helping clients grow and sustain their efforts. The ideal candidate brings strong communication skills, a proactive mindset, and a passion for delivering an exceptional client experience grounded in empathy, insight, and excellence. 

Requirements

Essential Responsibilities:

• Relationship Building: Cultivate and maintain strong partnerships with clients and enhance their understanding of our programs and foster long-term relationships to maximize value for both the client and E4E Relief 
• Client Engagement: Implement models for client engagement and develop measurements for successful, ensuring appropriate feedback loops from clients to Program Enablement to increase client retention and engagement 
• Engagement Initiatives: Assist in the creation and management of initiatives to promote client engagement, such as events, workshops, webinars, and campaigns including 
• Partner for the 120-Day Client Introductory Period: Serve as the primary point of contact for new clients as they move through the onboarding process into active program management, guiding them through key milestones, ensuring program clarity, confidence in the process, and overall satisfaction. 
• Engagement Initiatives: Assist in the creation and management of initiatives to promote client engagement, such as events, workshops, webinars, strategy labs, and communication campaigns to ensure clients feel educated, engaged, and excited about what the programs offer to their employees. This will also help clients feel more confident in how to report the impact of the program. This work will in turn inform the ways the program enablement team informs the broader client base. 
• Deliver a Proactive Client Experience: Anticipate client needs and proactively deliver data, tools, and recommendations that demonstrate program value and opportunity for impact. 
• Manage a Portfolio of 15–20 Clients: Cultivate strong relationships with assigned client, supporting their program reviews, answering questions, and providing strategic direction to deepen engagement. 
• Track Client Performance and Satisfaction: Monitor program health, usage trends, and sentiment during the introductory period to identify support needs and escalate concerns when necessary. 
• Contribute to Continuous Improvement: Provide feedback on onboarding, engagement, and client service processes, identifying opportunities to improve the 120-day experience at scale as well as around requests from assigned clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Other duties:

• Performs other related duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Skills/Abilities:

• Ability to closely manage workplans and related stakeholders 
• Experience in working directly with clients to address questions and requests preferred 
• Excellent written and verbal communication skills with exemplary follow-up habits 
• Technical know-how/savviness and ability to train internal and external stakeholders on systems as needed 
• Ability to work well in a quickly changing work environment 
• Well-organized and highly detail-oriented 
• Out-of-the-box thinker and problem solver with the ability to work independently and results-driven 
• Ability to prioritize and manage multiple responsibilities 
• Well-developed cross departmental relationship building and influencing skills along with outstanding presentation skills 

Education and Experience:

• Bachelor’s Degree, preferred 
• 3-5 years of experience in a related role 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times. 

Work Environment:

• Office environment 
• Hybrid schedule – currently Monday and Fridays are remote; we are in the office Tuesday- Thursday. 

Travel Required:

• 10-15% for select client engagements or conferences