Job Title: Engagement Manager

Location: Bangalore, India

Experience Required: 5-7 Years

Employment Type: Full-Time

Company Overview:

- We are seeking a highly driven and experienced Engagement Manager to lead multiple customer implementation projects, ensuring seamless delivery, customer satisfaction, and long-term engagement success. The ideal candidate will have a strong background in enterprise SaaS delivery or IT modernization projects, with excellent stakeholder management, communication, and leadership skills.

- This is an exciting opportunity to work with global customers, collaborate across teams, and play a key role in driving successful outcomes for both clients and the organization.

Role Overview:

As an Engagement Manager, you will serve as the single point of accountability for multiple client implementations and ongoing engagements. You will oversee project delivery, ensure adherence to organizational standards, manage stakeholder communication, and identify opportunities for product adoption and upselling. The role requires a mix of project management expertise, customer relationship management, and strategic leadership.

Key Responsibilities:

Project Ownership & Delivery:

- Own and drive multiple customer implementation projects from initiation to successful completion.

- Act as the primary point of contact for all customer communications and project-related activities.

- Ensure all projects follow defined organizational standards, methodologies, and processes for consistent and risk-free delivery.

- Manage timelines, resources, and deliverables to ensure projects meet scope, budget, and quality objectives.

Customer Relationship Management:

- Build strong, trusted relationships with key customer stakeholders, acting as their advocate within the organization.

- Capture and share client feedback to enhance customer experience and address pain points effectively.

- Proactively identify risks or issues, working closely with internal teams to ensure timely resolution.

- Communicate product enhancements, upgrades, and new offerings to customers, driving upsell and cross-sell opportunities.

Cross-Functional Collaboration:

- Work with partners, resellers, and internal teams to ensure effective customer onboarding, implementation, and post-implementation support.

- Collaborate with Sales, Product, and Engineering teams to contribute to new pursuits, expansions, and renewals.

- Partner with other functional leads to define and refine processes, standard operating procedures, and success metrics for ongoing customer engagements.

- Resolve customer issues in collaboration with technical consultants and support teams.

Reporting & Communication:

- Create and deliver impactful project communications tailored for diverse audiences, including executives, customers, and internal stakeholders.

- Provide regular project updates, risk assessments, and success reports to leadership and clients.

- Maintain accurate documentation for all client interactions, project milestones, and deliverables.

Leadership & Continuous Improvement:

- Lead by example and mentor team members in customer delivery best practices.

- Identify and implement process improvements to enhance project efficiency and customer satisfaction.

- Manage day-to-day engagement activities independently with minimal supervision, demonstrating agility and accountability.

Requirements:

- Experience: 5-7 years of experience in enterprise SaaS project management, customer engagement, or IT modernization delivery.

- Domain Expertise: Strong understanding of Identity Management, IT Security, and/or HR Platforms.

- Global Experience: Proven ability to work with customers across different time zones and geographies.

Project Management Skills:

- Strong ability to prioritize, multitask, and manage complex projects.

- Experience leading cross-functional teams and driving alignment between business and technical stakeholders.

- Knowledge of agile and waterfall methodologies.

- Technical Aptitude: Ability to understand and communicate technical concepts to both business and technical audiences.

- Communication: Exceptional written, verbal, and presentation skills.

- Documentation: Strong organizational and documentation skills to maintain accurate records.

Soft Skills:

- Highly organized, detail-oriented, and proactive.

- Poised under pressure and able to maintain professionalism in challenging situations.

- A sense of humor and a collaborative mindset are highly valued.

- Education: Bachelor's degree in Engineering, Computer Science, Business Administration, or a related field (or equivalent professional experience).

- Certifications (Preferred): PMP, CSM, or equivalent project management certifications.

Key Competencies:

- Strategic Project Management & Execution

- Customer Relationship Management

- Stakeholder Communication & Engagement

- Risk Assessment & Issue Resolution

- Team Leadership & Mentorship

- Process Optimization & Continuous Improvement

- Collaboration Across Sales, Product, and Engineering Teams