At Liaison, weve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.
Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals and were building the data- and mission-driven team that will reinforce our role for decades to come.
The Client Engagement Specialist is a key member of the ResidencyCAS team, responsible for delivering exceptional service to our user community. In this dynamic, customer-facing role, the Specialist will provide impactful training, support, and content that empowers users to make the most of our solutions. By fostering a service-first mentality, this role ensures that every interaction contributes to a positive user experience, building lasting relationships with clients and users.
Responsibilities:
- Provide One-on-One Training & Support: Lead individual training sessions for users (program managers, directors, etc.), ensuring they gain the knowledge and skills to effectively use the ResidencyCAS platform.
- Organize & Lead Group Trainings: Plan and facilitate group training sessions at in-person events such as conferences, academic meetings, and other user-focused gatherings, ensuring that all participants receive the information they need to succeed.
- Create Support Materials: Develop clear, user-friendly written and video resources (e.g., tutorials, knowledge base articles) to help users navigate and troubleshoot the ResidencyCAS platform.
- Gather and Act on Feedback: Collect feedback from users to identify areas for service improvement. Collaborate with internal teams to implement changes and ensure the platform continually meets user needs.
- Provide Problem-Solving Support: Identify and troubleshoot issues users encounter, providing timely and effective solutions. When necessary, escalate complex problems to the appropriate teams to ensure user satisfaction and resolution.
- Manage Overflow Support: Provide additional support during peak periods by handling incoming support calls and emails, ensuring timely responses and maintaining a high level of customer satisfaction.
- Drive Continuous Improvement: Actively seek opportunities to enhance processes, materials, and user support strategies, contributing to the ongoing evolution of the ResidencyCAS platform and its services.
- Develop Subject Matter Expertise: Continuously learn and deepen your knowledge of the ResidencyCAS platform, becoming a trusted resource and subject matter expert across all business lines to support both internal teams and users
Position Requirements:
- 3+ years of residency program experience preferred (program manager or coordinator)
- Knowledge of Liaison solutions and services (CAS, WebAdMIT, etc.) a plus
- Excellent written and verbal communication skills, with the ability to explain complex topics in simple, user-friendly terms.
- Able to manage multiple tasks simultaneously and prioritize effectively, ensuring that all support and training efforts are delivered on time and with attention to detail.
- Demonstrate a service-first mentality with a strong desire to help users solve problems and succeed with the platform. Ability to communicate with confidence and clarity to diverse audiences.
- Comfortable with change in a fast-paced, evolving environment and able to adapt to new tools, processes, or client needs.
- Must be able to travel (site visits, conferences, etc.) 2-3 times per quarter
- Bachelors Degree or higher a plus
The base salary range for this role is listed below. Exact compensation may vary based on skills, experience, and location.
