Egen · 1 month ago
Customer Success and Engagement Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expEgen is a fast-growing and entrepreneurial company with a data-first mindset, seeking a Customer Success and Engagement Manager to join their Service Delivery team. The role involves managing client relationships, overseeing project delivery, and ensuring the financial health and strategic growth of accounts.
AnalyticsArtificial Intelligence (AI)Consulting
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
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
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
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
Qualification
Required
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
Preferred
Helpful certifications or training may include: CSM, PMP, or other relevant project and product management credentials
Benefits
Comprehensive Health Insurance
Paid Leave (Vacation/PTO)
Paid Holidays
Sick Leave
Parental Leave
Bereavement Leave
401 (k) Employer Match
Employee Referral Bonuses
Company
Egen
Egen is a technology services company with leading capabilities in cloud, data engineering, analytics, AI, and platform engineering.
501-1000 employees
H1B Sponsorship
Egen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (50)
2023 (60)
2022 (111)
2021 (49)
2020 (79)
Funding
Current Stage
Late StageLeadership Team
Raghu Potini
Founder and CEO
Nandita Tiwari
Co-Founder
Company data provided by crunchbase