Customer Success and Engagement Manager

Customer Success And Engagement Manager

Egen is looking for a Customer Success and Engagement Manager to join our growing Service Delivery team. This is a critical, external client-servicing role, imperative to the successful execution of the large-scale cloud and IT transformation projects we deliver. As a Customer Success and Engagement Manager, you will be the central point of contact for program execution and delivery for your accounts, holding a full 360-degree view of the client's business and our partnership. You will be empowered to take full ownership of the client relationship, ensuring not only the success of delivery but also the financial health and strategic growth of the account. This is an opportunity to build upon our existing foundation and define what best-in-class customer success looks like at Egen.

Responsibilities :

• Own Client P&L and Strategic Growth
• Take full ownership of the client account's P&L, including managing revenue, the cost of consulting, forecasted margin, and actual margin to ensure financial success.
• Act as the lead strategist for account expansion.
• You will be responsible for identifying, developing, and executing "expansion plays" that grow Egen's influence and footprint, whether into additional business units, with new stakeholders, or by pivoting current engagements into the next logical stage of work.
• Develop and own the strategic account roadmap, moving beyond reactive project management to proactively guide the client's long-term success with Egen.
• Lead the commercial aspects of the engagement, including Statements of Work (SOWs), change orders, and contract renewals, ensuring they align with the strategic goals of the account.
• Partner with the Customer
• Build deep, trusted relationships, becoming the customer's primary advocate and coach.
• Learn the client's business, environment, objectives, and challenges.
• Use your strong sense of empathy to provide the right support and advice to help them deliver their product or program effectively.
• Employ a consultative approach to drive organizational change, influencing people and processes to increase technology adoption and realize the full value of our solutions.
• Manage a regular cadence of discussions and progress updates, communicating with stakeholders at all levels and adjusting your tone and message for your audience.
• Guide client and Egen teams in good prioritization, roadmap, and execution practices, keeping the end-user's needs at the forefront.
• Own Egen Project Delivery
• Oversee project initiation, ensuring team members are set up for success both internally and with the client.
• Create and manage project plans, identifying dependencies and proactively communicating progress to all stakeholders.
• Moderate and lead meetings with efficiency, ensuring clear outcomes and actions.
• Manage project scope, change requests, risks, and issues, escalating appropriately and early to ensure smooth delivery.
• Approach project delivery with a product mindset, utilizing best practices to manage deliveries and lead by example.
• Know the difference between task management and owning the holistic success of the engagement.
• Manage Internal Team Communications
• Clearly articulate scope and expectations to Egen team members, making sure their roles are clear and they are set up for success.
• Partner effectively with other teams engaged, treating the customer as an equal and actively coaching others to avoid common consulting behavior.
• Keep internal stakeholders up to date as needed, through regular ceremonies or ad hoc checkpoints.
• Clearly communicate objectives, risks, and any needs / asks.
• Potentially manage direct reports (i.e., Service Delivery Leads and Project Managers), aiding in their growth and development.
• Partner with technical leads and managers to help contribute to the career growth of engineers and technical staff.

Basic Qualifications :

Compensation & Benefits :

This role is eligible for our competitive salary and comprehensive benefits package to support your well-being :

Important : All roles are subject to standard hiring verification practices, which may include background checks, employment verification, and other relevant checks.

EEO and Accommodations :

Egen is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Egen will also consider qualified applications with criminal histories, consistent with legal requirements. Egen welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.