Engagement Manager

At Penguin Solutions (Nasdaq: PENG) – The AI Factory Platform Company – we’re building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy, and manage AI factories for enterprises, sovereign AI initiatives, and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing, and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services, and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation, and grow through challenging work, continuous learning, and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career, and make a meaningful impact.

Job Overview

Penguin Solutions is seeking a highly motivated and experienced Engagement Manager to join our Managed Services team.

In this role, you will play a key role in driving client success by understanding each client’s unique needs, aligning our solutions to their strategic objectives, and continuously enhancing their technology and service experience. You will be responsible for building strong client relationships, ensuring high satisfaction, and supporting client retention and growth. You will also partner closely with Project Management and Professional Services teams during deployment and collaborates with the Managed Services team to deliver ongoing support and service excellence.

The ideal candidate will be customer-focused, technically savvy, and results-oriented.

Responsibilities

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
• 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.
• Ensure customer satisfaction by continuously monitoring and assessing 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.
• 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.
• Exhibit patience and empathy when dealing with challenging situation; always maintain a professional and friendly demeanor.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field; or equivalent experience
• 5+ years’ experience in technical account management, preferably working with hyperscalers, enterprise companies and/or federal/state government, including at least 3 years in a leadership role.

• 5+ years interfacing with customers including Director, VP, and/or C-suite interactions
• Strong business acumen, understanding customer business models and needs
• Proficiency in MS Office / Google Suite and MS Project / Asana or similar project management software
• Demonstrated ability to lead cross-functional teams
• Comfortable scheduling, managing and running presentations, both remote and onsite, with internal and external senior leaders and team members
• Ability to speak English and communicate clearly and effectively with team members and clients at all levels of an organization.

Preferred Qualifications

• Professional Certifications such as Six Sigma, ITIL, PMP, etc.
• Working knowledge of HPC/AI systems and components
• Working knowledge of Agile methodologies
• Financial skills (budget planning, invoice reconciliation, understanding of P&L)

Location

Hybrid – South Korea