Engagement Manager
Engagement Manager
Job Description Summary
The Client Engagement Manager serves as a primary liaison between our clients and internal teams, ensuring seamless communication, issue resolution, and ongoing service excellence. This role is responsible for managing client relationships, confirming service-levels, ensuring all contractual obligations outlined in Statements of Work (SOWs) are met, and supporting engagement growth. The ideal candidate will have strong problem-solving skills, a client-centric mindset, and the ability to collaborate effectively with internal stakeholders to drive client satisfaction and business success.
What You Will Do
You will be the primary point of contact for clients, ensuring all client inquiries, issues, and concerns are handled efficiently, and fostering strong relationships and ensuring client needs are met.
You will proactively engage with clients to assess satisfaction, identify pain points, and address concerns before they escalate.
You will provide regular updates and reports to clients regarding project status, performance metrics, and any service changes.
Service Delivery & Issue Resolution
You will work closely with delivery teams and leadership to resolve service-related challenges and optimize client experience.
You will ensure all services delivered align with the terms outlined in each client s Statement of Work (SOW).
Address any discrepancies, scope changes, or disputes related to SOWs, working with internal teams and clients to find resolutions.
Coordinate contract renewals, amendments, and scope adjustments as needed.
Process Improvement & Client Advocacy
Collaborate with practice leaders and account executives to identify growth opportunities; upsell and/or cross-sell opportunities.
Provide recommendations for improving internal workflows based on client interactions and feedback.
Required Skills
Experience: 8+ years in client relationship management, account management, or a similar role in a technical, service-driven industry.
Technical Acumen: You have the technical chops to converse and align with technical leaders.
Service Delivery: Strong depth of experience with developing and managing service contracts, SOWs, and performance metrics related to service delivery.
Communication Skills: Excellent verbal and written communication skills with the ability to convey technical and business concepts effectively.
Problem-Solving: Strong ability to assess situations, think critically, and implement practical solutions.
Organization & Attention to Detail: Ability to manage multiple client accounts, track deliverables, and ensure timely resolution of issues.
Collaboration: Works well with cross-functional teams, balancing client needs with internal capabilities.
Proactive Mindset: Anticipates potential client concerns and addresses them before they become issues.
Account Growth: Ability to support growing current business.
Value Added
Experience in IT services, managed services, or a similar field.
Familiarity with service-level agreements (SLAs) and performance monitoring.
Knowledge of project management tools and customer relationship management (CRM) systems.
Agile development experience