Client Engagement Manager II

The Client Engagement Manager II is a customer-facing role responsible for supporting enterprise and strategic customers using GD SaaS and managed service solutions. This role serves as a key Service Delivery & Operations contact for assigned customers helping coordinate service performance operational readiness incident and escalation communication customer reporting and continuous improvement activities. The position requires strong customer communication skills solid operational understanding and technical credibility in SaaS-based service environments including OTA eSIM Remote SIM Provisioning GSMA-aligned services MNO ecosystems integrations monitoring and customer-facing operational support. The Client Engagement Manager works closely with Account Management Solution Sales Technical Consultants Customer Support Application Engineering IT Stack Engineering Product R&D Finance and Service Delivery & Operations teams to ensure customer needs are understood service topics are coordinated effectively and customer commitments are supported with quality transparency and professionalism. Project management experience is preferred but not required.

In addition to being the primary direct interface to customers the Client Engagement Manager collaborates closely with Account Managers Solution Sales Managers Technical Consultants Project Managers Service Delivery & Operations Application Engineering IT Stack Engineering and other cross-functional teams to ensure customer commitments are delivered with quality transparency and operational discipline.

The role requires a balance of customer engagement expertise technical credibility operational acumen and strong customer communication skills. Project management discipline is preferred and considered a strong plus. The Client Engagement Manager represents the customers voice internally within Service Delivery & Operations supports continuous improvement contributes to executive-level communication and helps ensure customer requirements risks escalations and service improvement opportunities are addressed proactively.

• Serve as the primary Service Delivery & Operations contact for assigned customers regarding incident problem change release escalation SLA and service performance topics.
• Support customer engagement and service governance for SaaS and managed service customers including service reviews KPIs operational readiness release coordination incident trends customer feedback risks and continuous improvement actions.
• Maintain clear proactive and professional customer communication during service reviews incidents escalations change activities and operational follow-ups.
• Apply technical understanding of SaaS OTA eSIM GSMA-aligned services MNO ecosystems integrations monitoring ticketing and operational support models to support effective customer engagement.
• Support the preparation and quality review of customer-facing incident problem RCA SLA service performance and operational reports.
• Monitor analyze and communicate service performance SLA trends risks improvement actions customer requirements and service gaps to customers and internal stakeholders.
• Coordinate internally with Service Delivery & Operations Customer Support Application Engineering IT Stack Engineering Product R&D Account Management Solution Sales Technical Consultants Finance and other teams to support customer needs and service delivery.
• Support onboarding transition launch and steady-state operations for SaaS and managed service customers including operational readiness support models escalation paths reporting expectations and customer/internal alignment.
• Identify customer training needs service improvement opportunities change requests contract renewal inputs expansion opportunities and operational risks for follow-up with the appropriate internal teams.
• Follow Service Delivery & Operations policies procedures tools compliance information security requirements work instructions planning expectations and time reporting requirements.

• Must-have: Bachelors degree in Business Engineering or related field and at least 5 years of customer-facing experience (or equivalent combination of education and experience) in client engagement management service management technical account management customer success or a similar role supporting enterprise or strategic accounts.
• Must-have: Experience supporting SaaS or managed service platforms including onboarding integrations API-based workflows monitoring incident trends release coordination SLA performance customer reporting and technical delivery.
• Must-have: Working knowledge of OTA eSIM Remote SIM Provisioning GSMA-aligned eSIM services eUICC lifecycle management activation flows and customer-facing operational support.
• Must-have: Strong operations experience including incident problem change release SLA governance service reporting operational readiness and continuous improvement.
• Must-have: Strong customer communication experience including preparing customer-ready updates leading customer calls/service reviews explaining technical topics and RCA outcomes in business language managing expectations documenting decisions and following up on actions.
• Must-have: Experience collaborating with Product R&D Operations Engineering commercial teams and other internal functions to support customer needs and resolve technical or operational topics.
• Preferred: Telecommunications industry experience ideally supporting MNO customers.
• Preferred: Experience in IoT Automotive eSIM SIM digital identity payment MVNO OEM or similar connected services environments.
• Preferred: Project management experience including planning stakeholder coordination risk/issue tracking action item management delivery coordination and executive status reporting.
• Preferred: Experience working across different cultures.
• A plus: Experience managing project artifacts and governance routines such as project charters milestone plans RAID logs dependency trackers decision records change requests communication plans and stakeholder status reports.
• A plus: ITIL Foundation PMP Prince2 Agile Scrum or equivalent project management certification.
• A plus: Experience working with and communicating to C-level executives.

• Must-have: Strong customer communication skills including customer-ready written updates proactive status communication escalation communication incident and RCA explanation meeting facilitation expectation management action item follow-up active listening and the ability to tailor messaging for technical operational and business audiences.
• Must-have: Strong SaaS and managed services technical credibility including working knowledge of OTA eSIM Remote SIM Provisioning GSMA-aligned services MNO ecosystems APIs integrations platform monitoring SLA trends and customer-facing operational support.
• Must-have: Ability to translate technical platform behavior provisioning flows service alerts incident patterns integration dependencies and SLA trends into clear customer-facing explanations risks actions and service improvement recommendations.
• Must-have: Solid understanding of service management and operations including incident problem change release coordination service reporting operational readiness SLA performance compliance information security requirements and continuous improvement.
• Must-have: Ability to build effective relationships with customer stakeholders technical teams operational leaders Account Management Solution Sales Technical Consultants and internal delivery teams.
• Must-have: Strong ownership customer advocacy solution-oriented mindset attention to detail professional judgment reporting skills presentation skills conflict management skills and ability to follow established processes procedures and work instructions.
• Preferred: Project management discipline including planning prioritization stakeholder coordination governance risk and issue tracking dependency management timeline tracking action item ownership and executive status reporting.
• Preferred: Knowledge of IT cloud technologies telecom networks monitoring tools ticketing systems enterprise applications and connected services environments such as IoT Automotive MVNO OEM or digital identity services.
• A plus: Experience creating or managing project artifacts such as project charters milestone plans RAID logs change requests communication plans decision logs and lessons-learned documentation.
• A plus: Soft selling techniques and the ability to identify upsell renewal expansion and service improvement opportunities.

Benefits offered to eligible employees include medical (PPO and HDHP with HSA) dental vision paid time off paid holidays 401K w/ employer match parental leave short and long-term disability life insurance healthcare and dependent care FSA EAP education assistance and more.

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