Job Summary:

The Senior Manager – Client Engagement is responsible for ensuring the successful execution of client projects, maintaining high standards of delivery, and providing direct support to clients, including managed services accounts. This role is hands-on, focusing on operational excellence, team coordination, and proactive client care.

Key Responsibilities:

• Oversee the end-to-end delivery of client projects, ensuring timelines, budgets, and quality standards are consistently met
• Supervise and coordinate with an engagement professional and project leadership team to drive project execution and resolve delivery challenges promptly
• Provide direct assistance to clients, addressing issues, answering questions, and ensuring satisfaction throughout the engagement lifecycle
• Support managed services clients by monitoring service levels, coordinating incident resolution, and facilitating regular check-ins to maintain strong relationships
• Collaborate with cross-functional teams to ensure seamless project handoffs and ongoing support for clients
• Assist with client onboarding, training, and ongoing care, ensuring clients are fully supported and informed
• Respond quickly to client concerns, troubleshooting problems and escalating when necessary to ensure timely resolution
• Contribute to the development and documentation of best practices for client care and managed services support
• Maintain accurate records of client interactions, service requests, and project milestones
• 60% utilization regarding billable

Qualifications:

• Bachelor’s degree in Business Administration, Finance, Engineering, or related field
• 5 – 7 years of experience in client engagement and project delivery, with a proven track record of hands-on execution
• Strong team management and coordination skills
• Excellent communication skills for client updates and issue resolution
• Experience supporting managed services or client care programs is preferred

SKILL REQUIREMENTS  

• Communication: Exceptional verbal and written communication skills. Ability to convey complex ideas in a clear and concise manner.
• Leadership: Lead and mentor a team of engagement professionals, fostering a collaborative and high-performance culture.
• Analytical Skills: Strong analytical and problem-solving abilities. Ability to make data-driven decisions.
• Strategic Thinking: Ability to think strategically and contribute to the development of business strategies.
• Client Focus: Customer-centric mindset with a commitment to delivering exceptional client experiences.
• Strategic Vision: Develop and communicate a strategic vision for client engagement aligned with the organization's goals.
• Client Relationship Management: Proven ability to build and maintain strong client relationships. Act as a trusted advisor to clients, understanding their business needs and providing innovative solutions.
• Project Delivery: Oversee successful project delivery, ensuring high-quality and timely execution.
• Negotiation Skills: Strong negotiation skills to navigate contracts and agreements effectively.
• Problem-Solving: Proactively identify and address challenges, demonstrating a strong problem-solving ability.