Client Engagement Manager

About the role

CGI’s Global Technology Operations Organization is seeking a senior Client Engagement Manager with strong service delivery and project management experience to cover a book of business within the GTO portfolio. The primary focus of this role is to manage existing cloud and hosted steady-state accounts under the direction of the Portfolio Lead.

This position will join the rapidly growing Client Engagement organization and work with a diverse team of professionals ranging from administrative to senior technical experts. Opportunities for advancement within Client Delivery are vast for ambitious candidates who value client relationships.

Responsibilities

• Act as the single point of contact (POC) for one or multiple clients, managing day-to-day relationships, providing insight into CGI offerings, and communicating new technology opportunities.
• Engage regularly with C-level executives, participate in all client meetings, and be available on a 24/7 basis for escalations and outages.
• Articulate the "CGI way" while delivering messages—including negative ones—in a diplomatic manner.
• Manage escalations, outages, and significant issues, working closely with internal engineers to provide consistent client communications.
• Work independently, anticipate potential issues, and provide advanced notice to mitigate negative impacts on CGI.
• Contribute to the publication of internal and external documents, including Operational Frameworks, SLA metrics, billing reports, Statements of Work (SOWs), Incident Reviews, P&L reports, and change requests.
• Collaborate with Sales and Business Engineering groups to generate and review cost models, participate in proposal presentations, and forecast "wins."
• Work closely with the PMO on existing and future projects, including resource and budget planning, health check report generation, and ensuring timely delivery and success.
• Participate in internal and external sessions such as Annual Technology Plan meetings, Executive Steering Committees, Metric Reviews, Change Administration Board meetings, audits, data center tours, and client visits.
• Fully manage and oversee yellow/red accounts, generate corrective action plans, and aggressively restore accounts to green status.

Requirements

• Account and client management experience.
• Ability to contribute to the publication of documents such as Operational Frameworks, SLA metrics, billing reports, SOWs, Incident Reviews, P&L reports, and change requests.
• Extreme attention to detail, particularly regarding budgetary issues and forecasting.
• Understanding of P&L reports, budget over/under runs, timekeeping reports, change requests, and additional Statements of Work.
• Knowledge of internal processes related to infrastructure (AWS Cloud, UNIX, Wintel, HD, etc.) and ability to work with cross-functional teams while serving as the primary POC for internal and external clients.

Schedule

Onsite at the client location in Nashville or CGI office in Franklin, Tennessee, Monday–Friday. This role requires 24x7 availability for on-call escalations related to the book of business.

Pay

A reasonable estimate of the compensation range for this role in the U.S. is $113,300.00 – $198,400.00.

Benefits

• Competitive compensation.
• Comprehensive insurance options.
• Matching contributions through the 401(k) plan and share purchase plan.
• Paid time off for vacation, holidays, and sick time.
• Paid parental leave.
• Learning opportunities and tuition assistance.
• Wellness and well-being programs.