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Engagement Manager

Job Summary:
The Engagement Manager is the owner of the business relationship with a portfolio of clients. The position is responsible for the overall management, development and growth of each engagement. The Engagement Manager will work closely with clients and Onshore’s delivery teams to ensure successful project delivery.

Essential Job Functions: 

  • Build, manage and develop long-term relationship with a portfolio of current clients 
  • Own the Profit and Loss statements (P&L) for each of his/her clients 
  • Partner and work closely with Onshore’s Service Managers to ensure highest quality, performance and client satisfaction for rendered services by internal delivery teams (e.g. KPI definition and monitoring, participation in recurring internal/external meetings, counter-measures implementation, etc.) 
  • Apply project management skills and methodology to manage engagements, proactively mitigate risks, resolve issues and escalate when appropriate 
  • Demonstrate understanding of clients’ businesses and build both technical and executive credibility 
  • Develop strategy and action plan to both manage and grow engagements through planned meetings, visits and activities 
  • Collaborate with clients and internal delivery teams to identify growth opportunities, define technical requirements, scope and propose tailored solutions to drive both client satisfaction and incremental revenue generation 
  • Draft Master Service Agreements (MSA) and Statements of Work (SOW) inclusive of resources, time, milestones; negotiate contract renewals and contract expansions 
  • Maintain growth pipeline for weekly progress review with commercial team 

Required Skills & Experience: 

  • Demonstrated capability managing large and complex projects as well as medium-large sized teams 
  • Proficient across account management functions including planning, contract drafting and negotiation, revenue management, resource fulfillment, escalation management, project management and performance monitoring 
  • Excellent communication skills both verbal and written to work effectively with all levels of management 
  • Excellent analytical skills and time management skills; multi-tasking ability is a must 
  • Experience with application development, quality assurance, infrastructure support and/or service desk is a must; coding experience is a plus 
  • Experience with agile project tracking tools (such as JIRA) and with structured development methodologies (such as Agile Scrum, iterative, and Kanban) 
  • Minimum six to eight (6-8) years of experience providing Solutions Architecture and leading teams that are designing and implementing solutions to support mission critical and business programs 
  • 5+ years of experience in SOW proposal scoping, development, and selling 
  • Bachelor’s Degree from four-year college or university in Computer Science, Electrical Engineering, Computer Engineering or Management Information Systems or a related area of study, or equivalent work experience; MBA is a plus 
  • Proficiency with Microsoft Office and CRM tools (e.g. Salesforce.com, Hubspot) is required 
  • Ability to travel as required (25%-50%) 

 

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