Engagement Leader (Sr Mgr / Director)

Education and Experience

• 12–16 years of experience in account management, client engagement, consulting, or enterprise technology services.
• Demonstrated experience managing strategic enterprise accounts and complex, multi-workstream technology engagements.
• Experience working with large retailers or other complex consumer-facing enterprises is strongly preferred.
• Experience working with distributed global teams and coordinating delivery across multiple functions and time zones.
• Strong customer advocacy mindset, with a focus on measurable business value, customer satisfaction, and long-term.

Knowledge, Skills and Abilities

• Proven account ownership, client relationship management, and strategic account planning skills.
• Experience overseeing enterprise technology delivery, including scope, schedule, quality, risks, dependencies, and client outcomes.
• Demonstrated ability to identify and drive cross-sell, up-sell, renewals, and account expansion opportunities.
• Commercial acumen, including familiarity with revenue forecasting, contracts, statements of work, change control, and account financials.

Job Responsibilities

• Partner with finance and commercial teams to track budgets, change requests, invoicing dependencies, and contract obligations.
• Ensure scope changes and new client requests are assessed, documented, and routed through appropriate governance and commercial processes.
• Anticipate delivery, relationship, contractual, security, and operational risks; communicate them early and drive mitigation plans.
• Lead senior-level escalations with composure and accountability, bringing the right stakeholders together to resolve issues and restore confidence.
• Excellent communication, negotiation, facilitation, conflict resolution, and executive presentation skills.
• Ability to manage escalations, navigate ambiguity, influence without direct authority, and drive decisions across cross-functional teams.