Client Engagement Manager

Connection•Harrisburg, PA

4d•$108,500 - $140,950

About The Position

We are currently looking for a Client Engagement Manager who will be responsible for building and maintaining strong client relationships while ensuring the successful delivery and adoption of products and services. This role serves as the primary point of contact for clients, aligning business objectives with service execution to drive customer satisfaction, retention, and growth. Leveraging the LAER model (Land, Adopt, Expand, Renew), the Client Engagement Manager focuses on the full client lifecycle—ensuring successful onboarding, driving solution adoption, identifying opportunities for expansion, and securing long-term renewals. By proactively managing account health and engagement, the Manager helps maximize value realization for both the client and the organization. The Client Engagement Manager integrates into the client’s environment, developing an understanding of their business, operational processes, and technical landscape. This knowledge enables them to provide strategic guidance, anticipate needs, and deliver tailored solutions that drive measurable success. The Manager collaborates cross-functionally with sales, operations, and technical teams to ensure seamless service delivery, manage expectations, and resolve challenges.

Requirements

10+ years of similar type experience
Client Relationship Management: Ability to build trust, influence stakeholders, and maintain executive-level relationships
Strategic Communication: Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs)
Consultative Selling: Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model)
Project & Program Management: Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment
Problem Solving & Critical Thinking: Quickly assess issues, identify root causes, and implement effective solutions
Negotiation & Conflict Resolution: Handle escalations, manage expectations, and drive mutually beneficial outcomes
Lead Through Challenges: Maintain composure and direction during escalations or high-pressure situations

Responsibilities

Serves as the primary point of contact for assigned clients
Builds and maintains strong, long-term relationships with key stakeholders
Acts as a trusted advisor aligned to the client’s business goals
Ensures services are delivered in alignment with contractual obligations and SLAs
Monitors performance metrics and address gaps proactively
Coordinates with internal teams to ensure consistent, high-quality delivery
Identifies upsell and cross-sell opportunities aligned to client needs
Supports account growth initiatives and contribute to revenue targets
Drives client satisfaction and retention through proactive engagement
Leads and manages a team of 1–10+ on-site Infrastructure Technicians and/or Engineers, ensuring high performance and service delivery standards per each SOW/Client engagement.
Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations.
Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength.
Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments.
Drives a culture of accountability, continuous improvement, and employee engagement within the team.
Partners with sales, technical, and operations teams to align on client strategy
Ensures seamless communication and execution across all stakeholders
Acts as the point of escalation for client concerns
Drives timely resolution of issues through coordination with internal teams
Maintains client confidence during challenging situations