Client Engagement Manager

• Serve as the primary Service Delivery & Operations contact for assigned customers on incident, problem, change, release, escalation, SLA, and service performance topics
• Support customer engagement and service governance for SaaS and managed service customers, including service reviews, KPIs, operational readiness, release coordination, incident trends, customer feedback, risks, and continuous improvement actions
• Maintain clear, proactive, and professional customer communication during service reviews, incidents, escalations, change activities, and operational follow-ups
• Apply technical understanding of SaaS, OTA, eSIM, GSMA-aligned services, MNO ecosystems, integrations, monitoring, ticketing, and operational support models
• Support preparation and quality review of customer-facing incident, problem, RCA, SLA, service performance, and operational reports
• Monitor, analyze, and communicate service performance, SLA trends, risks, improvement actions, customer requirements, and service gaps
• Coordinate with Service Delivery & Operations, Customer Support, Application Engineering, IT Stack Engineering, Product, R&D, Account Management, Solution Sales, Technical Consultants, Finance, and other teams
• Support onboarding, transition, launch, and steady-state operations, including operational readiness, support models, escalation paths, reporting expectations, and alignment
• Identify customer training needs, service improvement opportunities, change requests, contract renewal inputs, expansion opportunities, and operational risks
• Follow Service Delivery & Operations policies, procedures, tools, compliance, information security, planning, and time-reporting requirements

Requirements

• Bachelor’s degree in Business, Engineering, or related field and at least 5 years of customer-facing experience, or equivalent combination of education and experience
• Experience supporting SaaS or managed service platforms, including onboarding, integrations, API-based workflows, monitoring, incident trends, release coordination, SLA performance, customer reporting, and technical delivery
• Working knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned eSIM services, eUICC lifecycle management, activation flows, and customer-facing operational support
• Strong operations experience covering incident, problem, change, release, SLA governance, service reporting, operational readiness, and continuous improvement
• Strong customer communication experience, including customer-ready updates, customer calls/service reviews, technical and RCA explanations, expectation management, decision documentation, and action follow-up
• Experience collaborating with Product, R&D, Operations, Engineering, commercial teams, and other internal functions
• Preferred:
  Telecommunications industry experience, ideally supporting MNO customers
• Preferred:
  Experience in IoT, Automotive, eSIM, SIM, digital identity, payment, MVNO, OEM, or similar connected services environments
• Preferred:
  Project management experience
• Preferred:
  Experience working across different cultures
• A plus:
  Experience managing project artifacts and governance routines
• A plus: ITIL Foundation, PMP, Prince2, Agile, Scrum, or equivalent project management certification
• A plus:
  Experience working with and communicating to C-level executives
• Strong customer communication, SaaS and managed services technical credibility, service management, relationship-building, ownership, customer advocacy, reporting, presentation, conflict management, and process-following skills
• Preferred knowledge of IT, cloud technologies, telecom networks, monitoring tools, ticketing systems, enterprise applications, and connected services environments

Core Competencies

Demonstrates expertise in Service Delivery and Operations for SaaS and managed service platforms, with a strong focus on incident management, SLA governance, and customer communication. Proficient in operational readiness, service performance analysis, and continuous improvement within telecommunications and connected services environments.

Highest-signal resume keywords

• SaaS Support
• Incident Management
• Customer Communication
• Service Performance Analysis
• Operational Readiness

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• Change Management
• Release Coordination
• SLA Governance
• API-Based Workflows
• Monitoring
• Operational Support
• Service Reporting
• Continuous Improvement

Soft Skills

• Customer Advocacy
• Relationship Building
• Expectation Management
• Conflict Management
• Presentation Skills

Certifications & Qualifications

• ITIL Foundation
• PMP
• Prince2
• Agile
• Scrum

Industry Keywords

• Telecommunications
• MNO
• IoT
• ESIM
• Digital Identity
• Connected Services
• Remote SIM Provisioning
• EUICC Lifecycle Management
• Customer-Facing Operational Support
• Service Governance

Tools & Technologies

• Monitoring Tools
• Ticketing Systems
• Enterprise Applications
• Cloud Technologies
• Telecom Networks