Client Engagement Manager

Job Title: Client Engagement Manager

Summary

As a Client Engagement Manager, you will be the driving force behind our clients' success, acting as their trusted advisor, advocate, and strategic partner. You will build and nurture strong relationships, ensuring clients derive maximum value from our products and services. This role encompasses account management, project management, and customer success responsibilities, providing a holistic approach to client engagement.

The ideal candidate will have prior experience managing client relationships within the cybersecurity or information security industry, with the ability to understand client needs, work effectively with technical teams, and translate business requirements into successful client outcomes.

Responsibilities

Relationship Management

• Cultivate strong, lasting relationships with key stakeholders within assigned accounts.
• Gain a deep understanding of each client's business goals, challenges, and priorities.
• Understand clients' security objectives, challenges, and priorities to effectively align our services with their business needs.
• Serve as the primary point of contact for all client communication and inquiries.
• Proactively identify opportunities for growth and expansion within existing accounts.
• Build trusted relationships with clients and serve as a strategic partner throughout the engagement.

Project Leadership

• Lead and oversee the successful implementation of client projects, ensuring timely delivery, budget adherence, and client satisfaction.
• Develop detailed project plans, timelines, and resource allocation strategies.
• Facilitate communication and collaboration between internal teams and client stakeholders.
• Monitor project progress, identify and mitigate risks, and ensure all project deliverables are met.
• Work closely with technical and delivery teams to ensure client requirements are clearly understood and successfully delivered.

Customer Success Advocacy

• Proactively monitor product adoption and utilization, offering tailored recommendations for optimization.
• Collect and analyze client feedback to identify areas for improvement and inform product development initiatives.
• Champion client needs internally, advocating for their success and ensuring their voice is heard.
• Foster client advocacy and encourage participation in reference programs and case studies.
• Proactively identify client concerns, risks, and opportunities and coordinate with internal teams to drive timely resolution.

Required Qualifications

• 3+ years of experience in client engagement, account management, customer success, or client relationship management within the cybersecurity or information security industry.
• Experience working directly with clients in a technical or security-focused environment.
• Strong relationship management, communication, and stakeholder management skills.
• Strong organizational and project management skills with the ability to manage multiple client engagements simultaneously.
• Ability to understand client business needs and translate them into clear, actionable requirements for internal teams.
• Ability to work effectively with both technical and non-technical stakeholders.
• Strong problem-solving and communication skills.
• Ability to understand and communicate the value of technical solutions and services to clients.

Preferred Qualifications

• Experience working with managed services, consulting, technology solutions, or other B2B service environments.
• Familiarity with common security concepts, services, or technologies.
• Experience managing enterprise or mid-market accounts.
• Experience with client retention, account expansion, or upselling/cross-selling.