Engagement Manager

Location: Mexico City Mexico (Hybrid)
Department: Professional Services
Travel: Up to 10% within the Americas

Our client is looking for an experienced Engagement Manager to help transform its Professional Services organization from a delivery-focused team into a strategic business unit that drives customer success recurring revenue and long-term growth.

This is not a traditional Project Manager position.

The Engagement Manager serves as the business owner for customer engagementspartnering with Sales during presales defining project scope developing Statements of Work managing delivery coordinating Technical Account Managers and building trusted customer relationships that lead to future opportunities.

The ideal candidate enjoys working with customers understands enterprise software implementations and has the commercial mindset to balance customer success with business objectives.

As the Engagement Manager youll own customer engagements from beginning to end including:

• Leading customer discovery sessions alongside Sales.
• Defining project scope timelines pricing and Statements of Work.
• Managing multiple concurrent software implementation projects.
• Serving as the primary customer contact throughout the engagement lifecycle.
• Coordinating implementation teams and Technical Account Managers.
• Managing project budgets timelines risks and customer expectations.
• Providing executive-level status updates and handling customer escalations.
• Identifying expansion opportunities and additional Professional Services offerings.
• Helping standardize Professional Services delivery processes across the Americas.
• Maintaining accurate project pipeline and commercial information in Salesforce.
• Working closely with Sales Product Delivery and Engineering teams to ensure successful customer outcomes.

Were looking for someone who combines the skills of an Engagement Manager Technical Project Manager Customer Success leader and Professional Services consultant.

The ideal candidate will have:

• Five or more years leading customer-facing software implementations.
• Professional Services or consulting experience.
• Experience managing multiple customer engagements simultaneously.
• Strong presales experience including project scoping estimating quoting and Statements of Work.
• Excellent customer communication and executive presentation skills.
• Strong commercial and business acumen.
• Experience partnering closely with Sales organizations.
• Experience coordinating technical delivery teams across multiple countries or time zones.
• Strong organizational negotiation and stakeholder management skills.
• Fluency in English and Spanish; Portuguese is highly desirable.

Candidates do not need to be software developers but they should possess enough technical knowledge to confidently work with engineers and technical customers.

Experience with any of the following is highly desirable:

• Enterprise software
• SaaS platforms
• Software integrations
• Cybersecurity
• Streaming or media technology
• DRM (Digital Rights Management)
• Encryption and cryptography
• Digital certificates
• Cloud or data center technologies
• Content protection technologies

The person who will thrive in this role is:

• Business-minded and commercially driven
• Comfortable leading customer conversations
• Confident working with executive stakeholders
• Able to translate technical concepts into business value
• Skilled at balancing customer expectations with project scope and profitability
• Self-motivated collaborative and comfortable in a fast-paced global environment
• Interested in growing into a broader Professional Services leadership role