Customer Engagement Manager

Overview

Drive managed service onboarding and customer engagement across complex technology programs, ensuring successful service delivery and customer satisfaction.

What you'll do

• Drive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting.
• Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables.
• Lead customer engagement activities and serve as the escalation point for managed service delivery matters.
• Manage multiple customer projects and coordinate stakeholder communications.
• Present executive-level project updates, tracking reports, and status communications.
• Identify, assess, and mitigate project risks throughout the project lifecycle.
• Collaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives.
• Monitor incident management activities and coordinate resolution in alignment with service level agreements.
• Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.
• Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.

What you'll need

• Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.
• 8+ years of relevant experience in the Information and Communications Technology (ICT) field with program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects.
• Application of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices.
• Monitor incident management activities and coordinate resolution in alignment with service level agreements.
• Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.
• Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.
• Demonstrated skills utilizing desktop applications, project management tools, financial tools.
• Ability to travel in support of customer projects.

Nice to have

• Experience with managed services and build-operate-transfer projects.
• PMP certification and virtualization or networking technology certifications.
• MS or MBA.
• Experience with multivendor and software professional services supporting communication service provider or enterprise customers.
• ITIL v4/6 Foundation ITSM Certification.
• Service Provider experience.

Details

• Location: Remote, US.
• Pay range: $82,300 - $131,500 USD annually for the primary location.