Client Engagement Manager

Job Description:

• Serve as the primary point of contact for assigned clients
• Build and maintain strong, long-term relationships with key stakeholders
• Act as a trusted advisor aligned to clients’ business goals
• Ensure services are delivered in alignment with contractual obligations and SLAs
• Monitor performance metrics and address gaps proactively
• Coordinate with internal teams to ensure consistent, high-quality delivery
• Identify upsell and cross-sell opportunities aligned to client needs
• Support account growth initiatives and contribute to revenue targets
• Drive client satisfaction and retention through proactive engagement
• Lead and manage a team of 1–10+ on-site Infrastructure Technicians and/or Engineers
• Own the full employee lifecycle, including hiring, performance management, coaching, disciplinary action, and terminations when necessary
• Provide mentoring, training, and professional development
• Oversee scheduling and resource planning across client environments
• Drive accountability, continuous improvement, and employee engagement
• Partner with sales, technical, and operations teams on client strategy
• Ensure communication and execution across stakeholders
• Act as the escalation point for client concerns
• Drive timely issue resolution through internal-team coordination
• Maintain client confidence during challenging situations

Requirements:

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

Benefits:

• Competitive compensation
• 401k plans
• Medical insurance
• Free therapy visits
• Mental health coaching and tools
• Meditation resources
• Generous paid time off package
• Vacation time
• Care time
• Wellness Time Off days
• Volunteer Time Off days