Engagement Manager / Contract Manager
Key Responsibilities:
- Act as the single point of accountability for the overall engagement and contract performance.
- Build and maintain strong relationships with customer leadership and state/government stakeholders.
- Lead governance meetings, service reviews, and executive-level business discussions.
- Monitor contractual commitments, service levels (SLAs), KPIs, and compliance requirements.
- Manage customer escalations and drive timely resolution of critical issues.
- Coordinate with delivery, technical, finance, and support teams to ensure successful service execution.
- Identify, track, and mitigate engagement risks and issues.
- Ensure timely and accurate billing, invoice submission, and revenue realization.
- Review contract performance and support contract renewals, amendments, and scope changes.
- Provide regular status updates, performance reports, and executive summaries to stakeholders.
- Drive customer satisfaction and continuous service improvement initiatives.
Required Qualifications:
- Bachelor's degree in Business Administration, Engineering, Information Technology, Management, or a related field.
- 8+ years of experience in Engagement Management, Contract Management, Account Management, or Service Delivery.
- Experience working with Government/Public Sector customers is preferred.
- Strong knowledge of contract management, governance processes, SLA/KPI management, and billing operations.
- Excellent stakeholder management, communication, negotiation, and escalation management skills.
- Ability to work effectively with senior executives, cross-functional teams, and customer stakeholders.
- PMP, ITIL, PRINCE2, or Contract Management certifications are preferred.