Client Engagement Manager

Greetings From LanceSoft

Location: Makati City

Onsite Setup

Permanent Role

Role: Client Engagement manager

Summary :

• 14 + years of relevant working experience in IT services companies for managing Clients and projects delivery.
• Exposure to technologies in Digital ERP CRM Data and Cloud
• Working experience in Fixed price programs Service delivery ITIL framework PMP processes
• Program Project escalation management experience and People management skills.
• Multicultural environment ability to collaborate with global peers including offshore teams.
• Excellent communication presentation skills in English
• Familiar with the sales process Proposal response proposal defense SoW Pricing contracting
• Operational aspects Revenue tracking margin Process improvements billing invoicing and receivables
• Hiring for the projects by collaborating coaching the Talent Acquisition team
• Lead the team to consistently meet SLA targets while upholding ambitious standards of professionalism.
• Ability to manage team in critical situations and drive holistic engagement.

Detailed responsibilities

1. Client Engagement Relationship Management

• Serve as the major point of contact for client stakeholders across managed accounts for projects delivery to ensure client satisfaction.
• Build and maintain strong trust-based relationships with client leadership including regular cadence meetings and executive updates.
• Establish mechanisms for regular client feedback and satisfaction tracking.
• Coordinate between client facing and operations teams to resolve client issues escalations.

2 Business Ownership Account Growth

• Account growth profitability and operational metrics.
• Own the business outcomes of service delivery navigating matrix structures with initiative and clarity.
• Use delivery touchpoints to expand collaboration and deepen client relationships.
• Maintain regular updates with leadership and escalate issues with clarity and context.

3 Resource Team Management

• Recruit or allocate appropriate delivery resources based on project scale and complexity Ensure team availability and readiness.
• Motivate and manage the team fostering collaboration and accountability Set clear goals provide support and foster a high-performance culture.
• Manage underperformance or transitions with professionalism and client centricity.
• Promote harmony stability and growth within the account delivery team.

4 Delivery Governance

• Collaborate with the delivery teams to ensure the projects are progressing well as per Client needs SOWs.
• Proactively manage risks Delivery resource and ensure adequate mitigation plans are in place.
• Delivery governance with Clients