Client Engagement Manager

Responsibilities

• Serves as the primary point of contact for assigned clients
• Builds and maintains strong, long-term relationships with key stakeholders
• Acts as a trusted advisor aligned to the client’s business goals
• Ensures services are delivered in alignment with contractual obligations and SLAs
• Makes sure performance metrics are monitored and addressed proactively
• Coordinates with internal teams to ensure consistent, high-quality delivery
• Identifies upsell and cross-sell opportunities aligned to client needs
• Supports account growth initiatives and contributes to revenue targets
• Drives client satisfaction and retention through proactive engagement
• Manages a team of 1–10+ on-site Infrastructure Technicians and/or Engineers
• Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations
• Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength
• Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments
• Drives a culture of accountability, continuous improvement, and employee engagement within the team
• Pairs with sales, technical, and operations teams to align on client strategy
• Ensures seamless communication and execution across all stakeholders
• Acts as the point of escalation for client concerns
• Drives timely resolution of issues through coordination with internal teams
• Maintains client confidence during challenging situations

Qualifications

• 10+ years of similar type experience
• Ability to build trust, influence stakeholders, and maintain executive-level relationships
• Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs)
• Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model)
• Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment
• Quickly assess issues, identify root causes, and implement effective solutions
• Handle escalations, manage expectations, and drive mutually beneficial outcomes
• Lead through challenges, maintaining composure and direction during escalations or high-pressure situations