Job Description: Client Engagement Manager
Company: Happiest Minds Technologies
Client Account: FORTNA
Location: Atlanta, GA (On-site / Hybrid)
Role Type: Full-Time
Role Overview
We are seeking a highly driven Client Engagement Manager based in Atlanta, GA, to serve as the primary executive point of contact and strategic partner for our key client. This role requires a unique blend of Program Management execution and Business Development (farming) acumen.
You will take the helm of our newly signed 3-year Managed Service Provider (MSP) contract, overseeing the transition and ongoing delivery of Engineering Applications and L1/L2/L3 support. In addition to ensuring flawless execution of this major program, you will actively manage and grow a portfolio of smaller parallel programs, stepping in to drive account expansion, stakeholder alignment, and overall client satisfaction.
Key Responsibilities
- Client Leadership & Strategic Account Management
- Serve as the undisputed first point of contact and trusted advisor for all customer stakeholders, bridging the gap between client expectations and internal delivery teams.
- Proactively identify business challenges and propose value-driven solutions, expanding our footprint within the account across both the primary MSP program and new/smaller initiatives.
- Drive account growth by farming existing relationships, managing renewals, and negotiating scope changes or new statements of work (SOWs).
- Conduct regular Executive Business Reviews (EBRs) and operational check-ins to ensure alignment with customer?s strategic goals.
- Program Delivery & Operational Excellence
- Assume end-to-end accountability for the successful delivery of the 3-year MSP contract, specifically focusing on the seamless transition and ongoing management of Engineering Applications and L1/L2/L3 support operations.
- Act as the ultimate escalation point for delivery roadblocks, ensuring SLAs, KPIs, and critical program milestones are met or exceeded.
- Matrix-manage cross-functional delivery teams, ensuring clear communication, resource alignment, and adherence to agile/delivery frameworks.
- Monitor program financial health, managing P&L, margins, and resource utilization across all running programs for the client.
- Risk & Stakeholder Management
- Identify, track, and mitigate program and commercial risks before they impact the client relationship.
- Navigate complex stakeholder environments, ensuring both technical teams and executive leadership on the customer's side are aligned and informed.
- Foster a culture of continuous improvement, implementing feedback loops and optimizing delivery processes to enhance client ROI.
Qualifications & Experience
- Experience: 15+ years in the IT Services and Consulting industry, with a minimum of 5 years in a dual Account Management and Program/Delivery Management role.
- Domain Expertise: Proven track record of managing large-scale, multi-year MSP contracts. Experience overseeing Engineering Applications and comprehensive IT support models (L1/L2/L3) is highly preferred.
- Commercial Acumen: Demonstrated success in account farming, contract negotiation, and driving revenue growth within an existing client base.
- Location: Must be based in or around Atlanta, GA, with the ability to be present on-site with the client as required to build strong relational equity.
- Soft Skills: Exceptional executive presence, high emotional intelligence, and the ability to seamlessly translate complex technical delivery concepts into business value for client leadership.
Program Management, Customer Relationship, Business Development, Project Management