Engagement Manager

📋 Description

• Overseeing the provision of contracted services to clients to guarantee that SLAs and KPIs are achieved or surpassed.

• Serving as the main point of contact and "quarterback" for intricate customer engagements, including significant enterprise accounts.

• Establishing and maintaining strict oversight over engagement scope, schedule, risks, dependencies, and budget.

• Collaborating closely with Technical Consultants, Analytics resources, Sales, and other stakeholders to coordinate service delivery and swiftly address issues.

• Cultivating and sustaining robust client relationships while offering daily client advice and support.

• Leading executive-level customer communications, such as presentations, quarterly business reviews (QBRs), and ongoing performance discussions.

• Converting technical and analytical data into clear business outcomes and recommendations for both technical and non-technical audiences.

• Managing escalations and setting expectations, maintaining a calm and self-assured demeanor with senior stakeholders.

• Identifying opportunities to broaden services, promote capabilities, and facilitate contract renewals or additional business, in collaboration with Account Managers as needed.

• Assisting with post-implementation services like policy optimization, solution tuning, and business reviews, in addition to implementation delivery.

• Occasionally supporting customer go-lives outside of standard business hours (typically rare, based on customer change windows).

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Experience in managing client-facing engagements within a professional services, implementation, customer success, or technical consulting setting.

• Proven ability to steer complex projects or programs, encompassing scope, schedule, risk, and stakeholder communication.

• Strong skills in customer relationship management, including experience in presenting to senior or executive stakeholders.

• Exceptional written and verbal communication skills, particularly in PowerPoint presentation capabilities.

• Ability to effectively collaborate across technical and business teams in a matrixed environment.

• Experience in supporting identity, fraud, risk, financial services, or data-driven analytics solutions (preferred).

• Experience working with enterprise customers, particularly in long-term engagements and multi-stakeholder programs (preferred).

• Comfort in technical environments, with exposure to analytics, data concepts, or SQL (nice to have).

• Familiarity with Microsoft tools commonly used in customer delivery environments (Teams, Outlook, PowerPoint, Excel) (nice to have).

🏝️ Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits.

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and Time-off Programs.

• Coverage for Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.

• Family Benefits including bonding and family care leaves, adoption, and surrogacy benefits.

• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.

• In addition to annual Paid Time Off, we provide up to two days of paid leave each to engage in Employee Resource Groups and to volunteer with your chosen charity.