Engagement Manager
US
Overview
Penguin Solutions, with over 25 years of expertise in HPC and AI, seeks an experienced leader to elevate customer satisfaction and deliver best-in-class services tailored to our clients’ strategic goals. In this role, you will be a critical partner in aligning our solutions with clients’ business objectives and ensuring their success through high-quality service delivery that meets or exceeds SLA and KPI expectations. Working closely with our skilled DevOps, Cluster, and Storage Engineers, you will drive client satisfaction and retention by managing service delivery excellence, conducting operational reviews, and fostering deep client relationships.
This is an ideal role for a technically adept, customer-focused, and results-driven professional ready to make an impact in the advanced computing space across a variety of customer use cases.
This role will engage both the customer and Penguin at all levels of leadership.
Responsibilities
- Customer satisfaction measured by both qualitative and quantitative measures
- Monthly Operational Reviews / Quarterly Business Reviews
- On-going support related projects / project management
- Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations
- Leadership oversight of technical team during all phases of operation.
- Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth
- Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements
- Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters
- Gather and analyze client feedback to drive continuous improvement in service quality Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication
- Partner with technical resources and develop standards for the Services organization utilizing best practices
Qualifications
- Bachelors in IT Management, or similar education and experience
- Demonstrated experience overseeing projects related to deployment of IT Infrastructure implementation experience including storage, servers, and/or network
- Strong business acumen, understanding customer business models and needs
- Experience working with common office software tools and collaboration products
- Possess a positive attitude and ability to remain level-headed during challenging situations
- Ability to align, motivate and lead a team including creating accountability
Location
This is a remote role in the United States.
Travel
10% – 25%
Compensation & Benefits
The base pay range that the Company reasonably expects to pay for this position in the United States is $115,000 - $130,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.
Diversity and Inclusion Statement
We are committed to creating a diverse environment that embraces differences and fosters inclusion.
Equal Opportunity Statement
We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.