Customer Success and Engagement Manager

Responsibilities:

• Own Client P&L and Strategic Growth
• Take full ownership of the client account's P&L, including managing revenue, the cost of consulting, forecasted margin, and actual margin to ensure financial success.
• Act as the lead strategist for account expansion.
• You will be responsible for identifying, developing, and executing "expansion plays" that grow Egen’s influence and footprint, whether into additional business units, with new stakeholders, or by pivoting current engagements into the next logical stage of work.
• Develop and own the strategic account roadmap, moving beyond reactive project management to proactively guide the client's long-term success with Egen.
• Lead the commercial aspects of the engagement, including Statements of Work (SOWs), change orders, and contract renewals, ensuring they align with the strategic goals of the account.
• Partner with the Customer
• Build deep, trusted relationships, becoming the customer’s primary advocate and coach.
• Learn the client’s business, environment, objectives, and challenges.
• Use your strong sense of empathy to provide the right support and advice to help them deliver their product or program effectively.
• Employ a consultative approach to drive organizational change, influencing people and processes to increase technology adoption and realize the full value of our solutions.
• Manage a regular cadence of discussions and progress updates, communicating with stakeholders at all levels and adjusting your tone and message for your audience.
• Guide client and Egen teams in good prioritization, roadmap, and execution practices, keeping the end-user’s needs at the forefront.
• Own Egen Project Delivery
• Oversee project initiation, ensuring team members are set up for success both internally and with the client.
• Create and manage project plans, identifying dependencies and proactively communicating progress to all stakeholders.
• Moderate and lead meetings with efficiency, ensuring clear outcomes and actions.
• Manage project scope, change requests, risks, and issues, escalating appropriately and early to ensure smooth delivery.
• Approach project delivery with a product mindset, utilizing best practices to manage deliveries and lead by example.
• Know the difference between task management and owning the holistic success of the engagement.
• Manage Internal Team Communications
• Clearly articulate scope and expectations to Egen team members, making sure their roles are clear and they are set up for success.
• Partner effectively with other teams engaged, treating the customer as an equal and actively coaching others to avoid common consulting behavior.
• Keep internal stakeholders up to date as needed, through regular ceremonies or ad hoc checkpoints.
• Clearly communicate objectives, risks, and any needs/asks.
• Potentially manage direct reports (i.e., Service Delivery Leads and Project Managers), aiding in their growth and development.
• Partner with technical leads and managers to help contribute to the career growth of engineers and technical staff.

Basic Qualifications:

• 10+ years of experience in a hands-on, client-facing role managing large-scale, complex projects for a professional services organization.
• Demonstrated experience in account management, including P&L ownership, forecasting, and commercial negotiations.
• Proven ability to strategically grow accounts by identifying and developing new opportunities.
• At least 5 years of team/employee career management.
• Experience working with product companies, operating both strategically and "in the weeds."
• Strong background in organizational change management, with an ability to influence and guide clients through transformation.
• You are a clear communicator, both verbally and in writing, who knows how to convey information through illustration, words, or diagrams.
• You enjoy working with minimal structure and you enable change around you.
• You are a learner, proactive, and generally strive to do more.
• Experience with agile disciplines, software development methodologies, and various agile delivery tools is required.
• Helpful certifications or training may include: CSM, PMP, or other relevant project and product management credentials.