Customer Engagement Manager

Toshiba Global Commerce Solutions - External•Durham, NC

1d•Onsite

About The Position

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.

Requirements

Bachelor's degree in Computer Science, Computer Engineering, or a related field, or an equivalent combination of education and experience.
Associate degree or equivalent combination of education and experience will be considered.
8+ years of experience in customer engagement, technical program management, project management, or a related customer-facing technology role.
Solid customer relationship management skills with the ability to manage expectations and maintain trust across one or more concurrent engagements.
Proficiency in tracking project financials, including budget versus actuals, invoicing, and margin awareness.
Strong skills in risk and issue identification, escalation, and resolution from a customer-impact perspective.
Ability to partner effectively with Technical Project Managers and Engineering Managers, translating delivery status into business-relevant customer communication.
Familiarity with contract and scope terms sufficient to recognize potential scope, commercial, or change-order implications.
Effective verbal and written communication skills for customer-facing reporting, meetings, and escalations.
Commercial fluency, applying an understanding of customer goals and success criteria to strengthen engagement health.
Excellent problem-solving and analytical skills.
Working knowledge of end-to-end solution stacks, including application components, integration flows, data movement, environments, deployment dependencies, and operational handoffs.
Ability to anticipate problems by understanding technical dependencies, customer workflows, implementation sequencing, and upstream and downstream impacts.
Ability to translate technical risks, architecture constraints, and delivery dependencies into clear customer-facing communication and actionable mitigation plans.
Strong systems-thinking skills, with the ability to connect customer requirements, solution design, delivery execution, support readiness, and customer outcomes.
Ability to coach junior Technical Program Managers and build collaborative working relationships with Engineering and Business Analyst teams.

Responsibilities

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.