Engagement Manager

Job Description

As an Engagement Manager, your role is pivotal in managing the delivery of contracted services to clients, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded. You will act as the primary point of contact and 'quarterback' for intricate customer engagements, including large enterprise accounts, taking responsibility for maintaining strict control over engagement scope, schedules, risks, dependencies, and budgets. Your responsibilities include collaborating closely with Technical Consultants, Analytics resources, Sales teams, and other stakeholders to effectively coordinate delivery and promptly resolve issues. Building and nurturing strong client relationships will be key, as you provide ongoing advice and support. Additionally, you'll lead in preparing and delivering executive-ready customer communications, which includes presentations, quarterly business reviews (QBRs), and continuous performance discussions. You will be tasked with converting technical and analytical information into clear business outcomes and actionable recommendations tailored for both technical and non-technical audiences. Effectively managing escalations and setting appropriate expectations are crucial, maintaining composure with senior stakeholders. You'll identify opportunities to expand services, promote capabilities, and facilitate contract renewals or additional business, coordinating with Account Managers as necessary. This role also involves supporting post-implementation services, such as policy optimization, solution tuning, and business reviews, alongside the initial implementation delivery. Flexibility is required to occasionally support customer go-lives outside of standard business hours, which is typically infrequent and dependent on customer change windows.

Qualifications

1. Bachelor’s degree or equivalent experience. 2. Experience managing client-facing engagements in professional services, implementation, customer success, or technical consulting. 3. Demonstrated ability to manage complex projects or programs. 4. Strong customer relationship management skills. 5. Excellent written and verbal communication skills. 6. Ability to partner effectively across technical and business teams. 7. Experience supporting identity, fraud, risk, financial services, or data-driven analytics solutions. 8. Experience working with enterprise customers. 9. Comfort in technical environments, including exposure to analytics, data concepts, or SQL. 10. Familiarity with Microsoft tools (Teams, Outlook, PowerPoint, Excel).

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. - 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 offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice