Client Engagement Manager

About the Role:

We are seeking a seasoned Client Engagement / Relationship Manager with 8+ years of experience managing enterprise clients in the IT services domain. The ideal candidate has hands-on experience working with global or large Indian IT services organizations such as Capgemini, Infosys, or similar, and is skilled in driving strategic client relationships, retention, and growth.

This role will act as a trusted advisor to clients, ensuring alignment of services with business objectives, managing escalations, and fostering long-term partnerships.

Key Responsibilities:

• Serve as primary point-of-contact for assigned enterprise clients, ensuring proactive engagement and satisfaction.
• Build and maintain strong relationships with key client stakeholders (C-level, senior managers, and delivery leads).
• Understand client business requirements, challenges, and objectives to provide strategic solutions.
• Lead Quarterly Business Reviews (QBRs), presentations, and reporting to clients.
• Monitor client health metrics, retention, and service delivery KPIs.
• Collaborate with internal teams (sales, delivery, operations) to ensure client success and project execution.
• Identify opportunities for account growth, upselling, and cross-functional service delivery.
• Handle client escalations and conflict resolution promptly and effectively.
• Mentor junior client managers or engagement teams as needed.

Key Qualifications & Skills:

• 8+ years of experience in client engagement, account management, or client relationship management.
• Proven experience with clients in the IT services sector, specifically Capgemini, Infosys, or similar.
• Strong stakeholder management and executive communication skills.
• Experience in strategic planning, account growth, and client retention initiatives.
• Ability to analyze client performance metrics and implement actionable plans.
• Skilled in presentation, negotiation, and conflict resolution.
• Familiarity with CRM tools, reporting dashboards, and enterprise engagement frameworks.
• Experience leading cross-functional teams to deliver client success.

Preferred:

• Exposure to global client accounts or multi-location delivery.
• Experience in SaaS, IT consulting, or digital transformation projects.
• Strong understanding of account profitability and revenue tracking.

Performance Metrics (KPIs):

• Client retention and satisfaction (CSAT / NPS).
• Revenue growth / account expansion.
• Timely delivery of client projects / SLAs.
• Successful escalation handling and resolution.
• Stakeholder engagement and relationship strength.