Engagement Manager

Job Description

Job Description

Salary : Up to $148,500 (with bonus)

Engagement Manager

Job Description Summary

The Client Engagement Manager serves as a primary liaison between our clients and internal teams, ensuring seamless communication, issue resolution, and ongoing service excellence. This role is responsible for managing client relationships, confirming service-levels, ensuring all contractual obligations outlined in Statements of Work (SOWs) are met, and supporting engagement growth. The ideal candidate will have strong problem-solving skills, a client-centric mindset, and the ability to collaborate effectively with internal stakeholders to drive client satisfaction and business success.

What You Will Do

Client Relationship Management

You will be the primary point of contact for clients, ensuring all client inquiries, issues, and concerns are handled efficiently, and fostering strong relationships and ensuring client needs are met.

You will proactively engage with clients to assess satisfaction, identify pain points, and address concerns before they escalate.

You will provide regular updates and reports to clients regarding project status, performance metrics, and any service changes.

Service Delivery & Issue Resolution

You will work closely with delivery teams and leadership to resolve service-related challenges and optimize client experience.

You will ensure all services delivered align with the terms outlined in each clients Statement of Work (SOW).

Address any discrepancies, scope changes, or disputes related to SOWs, working with internal teams and clients to find resolutions.

Coordinate contract renewals, amendments, and scope adjustments as needed.

Process Improvement & Client Advocacy

Collaborate with practice leaders and account executives to identify growth opportunities; upsell and / or cross-sell opportunities.

Provide recommendations for improving internal workflows based on client interactions and feedback.

Required Skills

Experience : 8 years in client relationship management, account management, or a similar role in a technical, service-driven industry.

Technical Acumen : You have the technical chops to converse and align with technical leaders.

Service Delivery : Strong depth of experience with developing and managing service contracts, SOWs, and performance metrics related to service delivery.

Communication Skills : Excellent verbal and written communication skills with the ability to convey technical and business concepts effectively.

Problem-Solving : Strong ability to assess situations, think critically, and implement practical solutions.

Organization & Attention to Detail : Ability to manage multiple client accounts, track deliverables, and ensure timely resolution of issues.

Collaboration : Works well with cross-functional teams, balancing client needs with internal capabilities.

Proactive Mindset : Anticipates potential client concerns and addresses them before they become issues.

Account Growth : Ability to support growing current business.

Value Added

Experience in IT services, managed services, or a similar field.

Familiarity with service-level agreements (SLAs) and performance monitoring.

Knowledge of project management tools and customer relationship management (CRM) systems.

Agile development experience

About Fortellar

We are a boutique IT consulting and business process outsourcing organization supporting mid to enterprise-level organizations. We are a small, but mighty, team of experts who know how to stretch, adapt, and put on any hat required in the moment to make our clients successful and enable Fortellars growth. Keys to success at Fortellar include :

Collaboration : You demonstrate excellence in remote collaboration across your Fortellar and client teams.

Growth Mindset : You embrace personal growth and are always learning new things to support your team, your clients, and your personal goals.

Client Success : You have a passion for your clients success you dont just deliver to the contract you ensure that your clients goals and needs are met.

Humanity First : Honest and transparency are your natural instincts your actions speak louder than your words and your team members love working with you.

Entrepreneurial : You find a way to get it done, no matter what the challenges or seeming blockers are in front of you

Work Environment

Remote / Hybrid : Remote Preferred to be in Central Time Zone

Travel Requirements : Up to 1x per month

Salary

Base Salary : $135,000

Bonus : 10%

OTE : $148,500

remote work

Salary : $135,000 - $148,500