Client Engagement Manager

Position Overview

We are looking for a Client Engagement Manager to manage and grow strategic enterprise client relationships and drive long-term account success.

The ideal candidate will be a client-focused, commercially driven professional with strong experience in enterprise technology services. This role will be responsible for managing key client relationships, understanding business and technology needs, ensuring a strong client experience, and identifying opportunities for account expansion and new business.

The role requires close collaboration with Sales, Presales, Delivery, Product, Engineering, and Operations teams to ensure client expectations are aligned with business outcomes and delivery commitments.

Key Responsibilities

Client & Account Management

• Act as the primary relationship owner for assigned enterprise accounts and build strong, long-term relationships with key stakeholders.
• Develop relationships across multiple levels of the client organization, including business leaders, technology leaders, procurement, and C-suite stakeholders.
• Understand client business priorities, technology landscape, challenges, and future requirements.
• Establish a regular engagement cadence and proactively monitor client satisfaction, account health, risks, and opportunities.
• Conduct and lead Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and strategic account reviews.
• Maintain strong governance around SLAs, KPIs, deliverables, commercial commitments, and customer experience.

Account Growth & Business Development

• Identify and develop upsell, cross-sell, and expansion opportunities within existing accounts.
• Work closely with Presales and Delivery teams to convert client requirements into appropriate technology solutions and proposals.
• Develop account growth plans and maintain a healthy pipeline of opportunities.
• Support new client acquisition activities within the assigned market and territory.
• Participate in client meetings, solution discussions, proposals, RFPs/RFIs, and commercial negotiations.
• Build and maintain relationships with prospective enterprise customers and technology decision-makers.

Client Governance & Escalation Management

• Proactively identify client concerns, delivery risks, and potential escalations and drive them toward resolution.
• Coordinate with internal teams to ensure timely resolution of client issues.
• Ensure clear communication between the client and internal stakeholders throughout the engagement lifecycle.
• Track account-level risks, dependencies, action items, and commitments.
• Ensure appropriate escalation and governance mechanisms are followed for critical issues.

Internal Collaboration

• Work closely with Delivery, Presales, Product, Engineering, Finance, HR, and Operations teams to ensure successful client engagements.
• Translate client expectations into clear internal priorities and actionable requirements.
• Support resource planning, delivery discussions, commercial reviews, and engagement-level planning where required.
• Provide market and client insights to internal leadership to support service and product strategy.

Reporting & Pipeline Management

• Maintain accurate account and opportunity information in CRM systems.
• Track account revenue, pipeline, growth opportunities, client health, and forecast.
• Provide regular account updates and business forecasts to leadership.
• Maintain account plans and relationship maps for strategic clients.

Required Qualifications & Experience

• Bachelor's degree required; MBA or equivalent postgraduate qualification preferred.
• 712 years of experience in client engagement, account management, enterprise sales, business development, or technology services.
• Experience working with enterprise customers and technology decision-makers.
• Prior experience in IT services, software products, digital transformation, managed services, cloud, data, AI, or enterprise technology solutions is preferred.
• Demonstrated experience in managing and growing existing enterprise accounts.
• Strong understanding of technology services and the ability to engage in business and technology conversations with senior stakeholders.
• Proven experience in managing commercial discussions, negotiations, proposals, and account expansion.
• Strong understanding of CRM platforms such as Salesforce, Zoho, HubSpot, or equivalent.
• Willingness to travel for client meetings and business engagements as required.