Customer Engagement Manager

Overview of 66degrees

66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential.

At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way.

Overview of Role

66degrees’ Engagement Managers work with some of the largest cloud users in the world, helping them transform their businesses with AI, data, and cloud technology. Our Engagement Managers are responsible for owning relationships with our Managed Services accounts, overseeing complex projects from onboarding through ongoing service delivery across multiple workstreams, drive status updates, and provide day to day operational leadership with our delivery team. They build lasting relationships with multiple client stakeholders, our internal technical SMEs, and ultimately own and ensure the success of complex, multi-faceted technology services engagements. Our Engagement Managers thrive in the face of high-stakes challenges and lead internal and client-facing teams to achieve incredible outcomes while maintaining a positive customer experience. 

If you’re looking to apply your passion for client management, service delivery excellence, technology, and solving business problems, this is your chance to be a vital contributor at a leading, fast-growing consulting firm. 

Responsibilities

• Oversee ongoing engagements that span from small projects, sprint based development work to fully managing and running complex AI, data and cloud applications ensuring our service delivery meets customer expectations and requirements per the scope of their engagement


• Lead customer-facing status, weekly, and quarterly meetings. Confidently present all collected and collated details.


• Ensure quality service delivery for your book of accounts, that track towards client renewal or expansion. 


• Develop and own relationships with multiple client stakeholders, navigating complex enterprise company dynamics 


• Manage client accounts and engagement success by communicating with internal and external project team members and project stakeholders on status, issues, risks, goals, objectives, and team utilization. 


• Develop long-range account strategies to drive successful client technical and business outcomes while surfacing new opportunities for additional 66degrees workstreams. 


• Work effectively with directors, managers, executives, and individual contributors across internal and external teams to foster a one team mentality.


• Track and report on client satisfaction, engagement health, technical workstreams, and other KPIs to guide decisionmaking and showcase the value of our Managed Services practice.


• Advocate for the client and our internal team as you navigate customer needs, escalate engagement risks, and or address changes to a client's statement of work.


• Build partnerships across the 66degrees client account team members spanning Technical Account Management, Professional Services, and Sales. 


• Collaborate with the Engagement Manager Team Lead on service delivery improvement opportunities for both the Engagement Managers and technical delivery team.

Qualifications

• Bachelor's degree in business administration, computer science, or a similar field. 


• 3-5+ years of experience in account management, project management, operations, or similar roles dealing with complex, technical projects.


• Proven track record of delivering solutions while meeting Enterprise level client needs and deadlines.


• Masterful client management abilities: you have experience successfully managing relationships and communicating with executives, technical leaders, engineers, and other personas.


• Experience running complex projects for enterprise companies.


• You have a keen eye for detail and a passion for excellent work quality, but you know how to stay one step ahead in a fast-moving environment.


• Strong organizational skills, can work independently and manage multiple projects simultaneously. 


• Strong quantitative abilities and Salesforce, Excel and/or Google Sheets experience.


• Excellent communication and presentation skills, including Powerpoint or Google Slides, are absolutely required.


• Excellent analytical and problem-solving skills.


• Extreme self-starter and self-motivator, holds self to high standards, and inspires others to do the same


• Enthusiasm for team work and cross departmental collaboration.


• Takes pride in providing a high level of service.

Nice to Haves

• Speak fluently about cloud computing technologies like VMs, microservices, databases, datalakes, and AI models.


• Experience in working with a global team across various time zones. 


• Google Cloud Digital Leader, Generative AI Leader, or equivalent certifications

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.