Client Care Liaison

Position Summary

The Leadership Advisory Services (LAS) Client Engagement Liaison Team at Spencer Stuart is dedicated to delivering exceptional support to leadership participants by implementing client-centric operational processes. Our mission focuses on driving client growth and fostering leadership development through unparalleled service and meticulous execution. The Client Engagement Liaison plays a critical role in providing personalized and high-quality experience for leadership candidates, participants, and clients, making sure they feel appreciated and well-informed at every stage of their journey.

Key relationships

Reports to:

• Administrative Director & Admin Manager (depending on location) (solid line)

Other key relationships:

• Assigned Mentor(s)

• LAS Consultants

• LAS Associates and Analysts

• Administrative Staff – Practice EA’s, Engagement Staff,

• Content Editors, Project Managers

Key responsibilities

The Client Care Liaison is essential in delivering services to participants and clients during the engagement process. Key responsibilities include scheduling interviews, coordinating assessments, producing detailed reports, and serving as a point of communication between clients and the engagement team. The role focuses on clarifying project roles, ensuring a cohesive approach, and maintaining high standards of quality and client satisfaction.

Client Engagement and Execution

• Partner with relevant parties to develop, document, communicate and maintain processes that enhance client and participant interactions.

• Conduct intake meetings to thoroughly document participant processes and improve onboarding experiences for leadership candidates.

• Partner with relevant parties to develop and refine the strategy and plans for engagement and the client.

• Evaluate and recommend process improvements, and oversee the implementation of recommended improvements.

Relationship Management

• Establish and maintain open lines of communication with clients, attending both remote and onsite meetings to ensure alignment with their expectations.

• Oversee the candidate experience from the initial introduction to report delivery, providing consistent clarity and support.

• Coordinate the integration of coaches and assessors, ensuring they are well-supported throughout the assessment process.

• Actively monitor participant engagement, promptly reporting progress or challenges to the Lead Consultant.

• Identify opportunities for process improvements aimed at enhancing the overall assessment and development experience.

• Ensure timely and accurate communication with candidates through various channels, including phone and email.

• Manage logistics for project-specific tasks such as event planning, venue sourcing, and material coordination.

• Join update meetings with key client stakeholders; manage the follow through on action items and new opportunities coming from the meeting and serve as a central point of contact both internally and for the client on a specific client engagement project.

Quality Assurance and Coach/Assessor Management

• Collaborate with both internal and external stakeholders, clarifying assessment and development processes to ensure consistent, high-quality outcomes.

• Provide periodic updates on cohort progress to the Lead Consultant and clients, maintaining transparency throughout the process.

• Prepare and maintain documentation associated with project activities, ensuring adherence to audit and organizational standards.

Administrative Support and Project Coordination

• Establish and optimize engagement timelines by coordinating tasks and deliverables among the team and external partners to ensure all projects run smoothly.

• Serve as a single point of contact for client administrative resources, creating a seamless flow of information and feedback.

• Prepare various documentation related to client engagements, including correspondence, and presentation materials, adhering to brand standards.

• Manage project-related calendars and ensuring alignment with stakeholders’ needs.

Ideal experience

• Minimum of 3-5 years in client services, project coordination, or a comparable role, preferably within a professional services environment.

• Proven organizational and project management skills, demonstrated through successful coordination of complex projects with multiple stakeholders.

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