Customer Engagement Manager

Customer Engagement Manager

Durham, NC

Toshiba Global Commerce Solutions is seeking a customer-focused and technically fluent Customer Engagement Manager to represent Toshiba across one or more customer engagements of small-to-moderate complexity. This role owns the customer relationship throughout the delivery lifecycle, ensuring customer expectations align with delivery plans while maintaining visibility into project health, financial performance, and delivery risks.

Serving as the primary bridge between the Technical Project Manager/Engineering Manager-led delivery team and the customer, the Customer Engagement Manager translates technical delivery activities into business outcomes while communicating customer priorities back into delivery planning. This position develops commercial, financial, and relationship management expertise while building a strong understanding of customer solution architectures, application flows, integration points, operational dependencies, and technical risks to ensure successful delivery outcomes.

• Own the customer relationship for one or more small-to-moderate complexity engagements, representing Toshiba and ensuring customer expectations align with delivery plans.

• Monitor and report on project health, partnering with the Technical Project Manager to ensure delivery remains on schedule, within scope, and within budget from the customer's perspective.

• Track project financials, including budget versus actuals, invoicing accuracy, and margin.
• Proactively identify and escalate financial variances and commercial risks.

• Partner with Technical Project Managers, Engineering Managers, Architects, and Business Analysts to understand the technical makeup of the solution stack, critical application flows, integration points, dependencies, and operational environments.
• Use this understanding to anticipate delivery risks, identify emerging issues early, and drive mitigation before customer impact occurs.

• Lead regular customer communication, including status reporting and project review meetings.
• Ensure delivery progress, milestones, risks, and business impacts are clearly understood by customer stakeholders.

• Support continuous improvement initiatives across customer engagement practices.
• Coach and mentor junior Technical Program Managers on customer relationship management, financial stewardship, and engagement best practices.

The Customer Engagement Manager is responsible for maintaining the financial health of customer programs across multiple work streams by monitoring budgets, forecasts, resource alignment, invoicing accuracy, and margin performance. The role provides leadership with clear visibility into program profitability, financial variances, and commercial risks.

The Customer Engagement Manager manages customer engagements with multiple cross-functional dependencies requiring strong customer relationship management, financial oversight, operational coordination, technical awareness, and risk management. While not responsible for designing the solution, this role must possess sufficient technical fluency to understand solution architecture, application flows, integration points, environments, operational dependencies, and delivery impacts.

Success in this role requires translating technical complexity into clear business communication, proactively identifying risks before they affect customers, and providing leadership with reliable visibility into delivery performance, customer health, technical dependencies, emerging risks, and opportunities.

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco?

These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to…