Customer Engagement Manager

Overview

Customer Engagement Manager

Role Overview

Customer Relationship & Communication

• Serve as the single point of contact between the customer and TJDEED.
• Manage expectations and maintain strong, professional communication.
• Attend regular project and service meetings with customer and vendors.
• Handle escalations and ensure timely follow-up.

Project & Service Oversight

• Monitor progress of vendor-led and internally delivered work.
• Ensure deliverables align with agreed scope and quality requirements.
• Identify risks and raise them early to the customer and internal leadership.
• Support the customer in navigating complex multi-vendor environments.

Customer Experience & Satisfaction

• Ensure the customer receives a smooth, positive experience at all stages.
• Proactively address concerns and prevent issues from escalating.
• Validate customer feedback and drive continuous improvement.

Business & Growth Enablement

• Identify new opportunities based on customer needs.
• Work closely with the Account Manager and presales to translate requirements into proposals.
• Support renewals through strong relationship management and customer trust.

Internal Coordination

• Collaborate with Account Management, Project Management, Delivery Lead, Service Delivery, and Support teams.
• Ensure internal teams are aligned with the customer s priorities and timelines.

Reporting

• Provide structured updates on engagement health, risks, achievements, and opportunities.

Core Skills

• Excellent communication and customer-handling skills.
• Strong relationship-building and professional presence.
• Ability to manage expectations and handle escalations.
• Problem-solving mindset and sense of ownership.

Business Understanding

• Good understanding of IT service and project delivery cycles.
• Ability to review SOWs and identify scope boundaries.
• Ability to identify commercial opportunities.

Technical Awareness

• Great understanding of ITSM, ITAM, endpoint management or related IT service domains.
• Ability to understand discussions with technical and vendor teams.

Experience

• Previous experience managing complex enterprise customers or multi-stakeholder environments is an mandatory.
• Experience working with vendors or service providers is an mandatory.