QAADIRA LANDRY
Client Engagement Manager
Charlotte,NC
Summary
Dynamic Client Engagement and Customer Success leader with a proven track record in driving retention, adoption, and enterprise partnerships within a rapidly growing SaaS organization. Currently serving as Client Engagement Manager at TraknProtect, overseeing a multi-person department and providing strategic leadership in onboarding, training, client health, and cross-functional collaboration. Renowned for translating complex client needs into scalable solutions that strengthen long-term relationships while aligning engagement strategies with overarching business growth objectives. A unique background in social work enhances a human-centered approach to customer success, change management, and stakeholder alignment.
Overview
6
6
years of professional experience
Work History
Client Engagement Manager
TraknProtect
Chicago, IL
05.2024 - Current
- Promoted from Client Engagement Associate for demonstrated leadership and positive impact on client success metrics.
- Provide strategic leadership and operational oversight for the Client Engagement team, directly managing and mentoring a team of 4 associates, ensuring alignment with KPIs and individual development goals.
- Partner with cross-functional teams (Engineering, Marketing, and Sales) to refine service delivery models and optimize the client journey through feedback loops and continuous improvement processes.
- Refine and deploy comprehensive training programs for internal team development and standardized client education resources.
- Utilize CRM and data analytics tools to generate engagement reports, forecast retention trends, and support executive decision-making.
- Collaborate with leadership to align engagement strategy with broader organizational goals, contributing to long-term sustainability and impact metrics.
Client Engagement Associate
TraknProtect
Chicago, Illinois
02.2024 - 05.2024
- Managed daily client communications and success milestones across a portfolio of mid-market accounts
- Monitored client health indicators and proactively addressed risks to improve satisfaction and retention
- Identified upsell and expansion opportunities, contributing to increased contract value and account growth
- Served as a key client advocate, escalating trends and insights to internal teams to improve service delivery
Consumer Service Coordinator / Transformation Coach
Freedom Communities
Charlotte, NC
07.2021 - 05.2024
- Lead annual cohort-based programming for 15+ participants focused on personal and professional transformation.
- Manage all client data through Apricot Social Solutions, ensuring compliance with confidentiality and reporting standards.
- Develop and implement program policies while collaborating with funders and stakeholders to drive impact outcomes.
- Strengthening community partnerships through engagement strategies and needs assessments.
Field Supervisor / Clinical Consultant
Genesis Project 1, LLC
Charlotte, NC
10.2020 - 12.2021
- Designed and facilitated onboarding, training, and performance development plans for new hires
- Served as liaison between agencies and leadership to resolve service delivery challenges
- Tracked productivity and service metrics using Microsoft Project and internal tools
High Fidelity Wraparound Facilitator
Youth Villages
Charlotte, NC
03.2020 - 10.2020
- Coordinated interdisciplinary teams to ensure continuity of care and goal achievement
- Managed assessments, documentation, and service coordination using internal MIS systems
- Supported participant recruitment through community engagement initiatives
Education
Master of Science in Social Work -
The University of Tennessee At Knoxville
Knoxville, TN01.2019
Skills
Customer Success Strategy & Execution
Client Engagement & Retention
Enterprise & Partner Relationships
SaaS Onboarding & Adoption
Client Health & KPI Management
Cross-Functional Collaboration
Training & Enablement Programs
Process Optimization & Scaling
Data Analysis & CRM Reporting
Executive & Stakeholder Communication
Accomplishments
Led and launched a high-impact pilot initiative with a major enterprise brand, resulting in TraknProtect being formally recognized as an approved vendor and strengthening enterprise credibility and partnership expansion opportunities.
Additional Experience
- Family Therapist – Cornerstone of Recovery
- Electrocardiogram Technician – Tennova Healthcare
- Medical Social Work Intern – Fort Sanders Regional Medical Center
Timeline
Client Engagement Manager
TraknProtect
05.2024 - Current
Client Engagement Associate
TraknProtect
02.2024 - 05.2024
Consumer Service Coordinator / Transformation Coach
Freedom Communities
07.2021 - 05.2024
Field Supervisor / Clinical Consultant
Genesis Project 1, LLC
10.2020 - 12.2021
High Fidelity Wraparound Facilitator
Youth Villages
03.2020 - 10.2020
Master of Science in Social Work -
The University of Tennessee At Knoxville