Client Engagement Manager

Role & responsibilities

Location:

Job Summary:

The Client Engagement Manager (CEM) acts as a trusted advisor and primary liaison between our organization and key client accounts. The CEM ensures seamless governance and support of ongoing projects/programs, proactively understands and communicates client priorities, and crafts strategic roadmaps that drive account growth and deepen client relationships. This role requires strong stakeholder management skills, strategic thinking, and an ability to align client needs with organizational capabilities.

Key Responsibilities:

• Client Relationship Management:

  Build, maintain, and strengthen strong, long-term relationships with key client stakeholders across multiple levels within the client organization.

• Project/Program Governance Support:

  Collaborate closely with client teams and internal project/program managers to ensure smooth execution, timely delivery, and adherence to agreed-upon governance frameworks. Facilitate regular status reviews and escalation resolution.

• Insight Generation & Prioritization:

  Understand the clients business objectives, challenges, and priorities. Gather and analyze insights to provide recommendations that align with their evolving needs.

• Account Roadmap & Growth Strategy:

  Develop and communicate a clear, strategic roadmap for the account, outlining growth opportunities, service enhancements, and potential new initiatives that add value to the client.

• Cross-Functional Coordination:

  Act as the bridge between client stakeholders and internal teams (sales, delivery, product, support) to ensure alignment and timely execution of client commitments.

• Performance Reporting:

  Deliver regular reports and presentations to clients on project status, performance metrics, risks, and opportunities.

• Issue & Risk Management:

  Proactively identify risks or challenges impacting client satisfaction or project delivery and collaborate with relevant teams to mitigate these risks effectively.

• Client Advocacy:

  Serve as the clients advocate within the organization, ensuring their feedback and requirements are prioritized and addressed.

Qualifications:

• Bachelors or Master’s degree in Business, Management, or Information Technology related field
• 10+ years of experience in client engagement, account management, or program management roles.
• Strong understanding of project governance and program delivery methodologies.
• Strong experience in Airline/Travel/Transportation Industry related project/program execution
• Proven ability to manage complex client relationships and large accounts.
• Exceptional communication, negotiation, and interpersonal skills.
• Strategic thinker with strong analytical and problem-solving abilities.
• Experience with CRM and project management tools.
• Ability to work collaboratively with cross-functional teams in a dynamic environment.

Preferred candidate profile

Key Competencies:

• Client-centric mindset
• Strategic planning and execution
• Stakeholder management
• Effective communication and presentation
• Analytical and insights-driven approach
• Conflict resolution and negotiation
• Adaptability and resilience