Engagement Manager

Overview

You will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. You will be responsible for fostering strong client relationships, driving satisfaction, and promoting the growth and retention of our client base. This role is ideal for an individual who is not only customer-focused but also technical and results-oriented.  Reporting to the Director of Managed Services, this role will work with Project Management & Professional Services Teams for deployment, and a Managed Services team for ongoing service delivery.

Responsibilities

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters across HPC, AI, and IoT solution areas.
• Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality, technically sound services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Ensure customer satisfaction by continuously monitoring and assessing the health of client accounts, proactively identifying opportunities for optimization, innovation, and growth.
• Develop and maintain operational performance metrics and reports. Analyze technical and business data to make data-driven decisions that drive efficiency, performance, and customer success.
• Gather and analyze client feedback to drive continuous improvement in service quality and solution alignment. Keep clients informed of updates, outages, and relevant developments, maintaining clear and proactive communication.
• Collaborate closely with internal engineering, product, and operations teams to ensure seamless service delivery and solution integration across HPC, AI, and IoT environments.
• Exhibit patience, empathy, and professionalism when managing challenging situations, always maintaining a customer-focused and solutions-oriented demeanor.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field; or equivalent experience.
• 5+ years’ experience in technical account or engagement management, preferably working with hyperscalers, enterprise clients, and/or federal/state government.
• 5+ years’ experience interfacing with customers at the Director, VP, and/or C-suite level.
• Strong business acumen with an understanding of customer business models, technology strategies, and operational needs.
• Proficiency in MS Office / Google Suite and MS Project / Asana or similar project management software.
• Demonstrated ability to lead cross-functional teams and manage complex, multi-stakeholder engagements.
• Comfortable scheduling, managing, and leading presentations—both remote and onsite—with internal and external senior leaders and technical teams.

Preferred Skills

• Professional certifications such as Six Sigma, ITIL, PMP, or equivalent.
• Working knowledge of HPC/AI systems, architectures, and components.
• Familiarity with IoT frameworks and edge computing concepts.
• Working knowledge of Agile methodologies.
• Financial skills including budget planning, invoice reconciliation, and understanding of P&L.

Location

This is a remote position 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 $104,000 - $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.   

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

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.