Managing the delivery of contracted services to clients to ensure SLAs and KPIs are met or exceeded
Acting as the primary point of contact and “quarterback” for complex customer engagements, including large enterprise accounts
Developing and maintaining tight control over engagement scope, schedule, risks, dependencies, and budget
Partnering closely with Technical Consultants, Analytics resources, Sales, and other stakeholders to coordinate delivery and resolve issues quickly
Building and maintaining strong client relationships and providing day-to-day client advice and support
Leading executive-ready customer communications, including presentations, quarterly business reviews (QBRs), and ongoing performance discussions
Translating technical and analytical information into clear business outcomes and recommendations for both technical and non-technical audiences
Managing escalations and expectation setting, maintaining a calm and confident presence with senior stakeholders
Identifying opportunities to expand services, promote capabilities, and support contract renewals or additional business, partnering with Account Managers as needed
Supporting post-implementation services such as policy optimization, solution tuning, and business reviews, in addition to implementation delivery
Occasionally supporting customer go-lives outside standard business hours (typically rare, based on customer change windows)

Bachelor’s degree or equivalent experience
Experience managing client-facing engagements in a professional services, implementation, customer success, or technical consulting environment
Demonstrated ability to manage complex projects or programs, including scope, schedule, risk, and stakeholder communication
Strong customer relationship management skills, including experience presenting to senior or executive stakeholders
Excellent written and verbal communication skills, including strong PowerPoint presentation capability
Ability to partner effectively across technical and business teams in a matrixed environment
Experience supporting identity, fraud, risk, financial services, or data-driven analytics solutions (preferred)
Experience working with enterprise customers, including long-term engagements and multi-stakeholder programs (preferred)
Comfort operating in technical environments, including exposure to analytics, data concepts, or SQL (nice to have)
Familiarity with Microsoft tools used heavily in customer delivery environments (Teams, Outlook, PowerPoint, Excel)

Comprehensive, multi-carrier program for medical, dental and vision benefits
401(k) with match and an Employee Share Purchase Plan
Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Engagement Manager

Key skills