WHAT DOES AN ENGAGEMENT MANAGER DO?
Updated: Jun 02, 2025 - The Engagement Manager ensures client success by understanding their goals, delivering results, and managing operational and financial responsibilities. This position develops creative solutions, analyzes data to generate insights, and configures technical deployments to support impactful client programs. The manager builds strong relationships with stakeholders, identifies unmet needs, and drives innovation by proposing and implementing new approaches.
A Review of Professional Skills and Functions for Engagement Manager
1. Engagement Manager Responsibilities
- Client Relationship Management: Manage the full life-cycle and communication for a client relationship, travel to the client site for initial kickoff and onboarding activities.
- Project Management: Take responsibility for project timelines and deliverables.
- Business and Pricing Analysis: Work to solve client projects in direct partnership with a Business and Pricing Analyst, providing valuable, implementable results and recommendations using strategic business analysis.
- Presentation Design: Build custom, visually appealing presentations delivered to both middle management and C-suite executives.
- Sales and Upselling: Upsell and cross-sell opportunities among many products and offerings.
- Strategic Business Analysis: Provide valuable, implementable results and recommendations using strategic business analysis.
- Team Collaboration: Collaborate with internal team members to deliver a consistent, high-quality experience for clients.
- Product Ownership: Serve as a product owner, taking the initiative to drive improvements and innovations from the front line.
- Process Improvement: Streamline processes, improve visualizations, create better storytelling, and do anything else to improve the Price Intelligently product.
2. Engagement Manager Accountabilities
- Project Support: Assist key members of implementation project teams
- Technical Solutions Development: Turn business requirements into technical solutions
- Project Management: Participate in Project Management and ServiceNow enablement
- ServiceNow Enablement: Assist with project governance and scope
- Project Governance: Interact with customer business and technical team members in person and via remote meetings
- Customer Interaction: Solve project and people challenges across multiple complex projects at a time
- Problem Solving: Prepare key client-facing and internal project documentation
- Documentation Preparation: Drive continuous improvements to increase delivery efficiency and quality
- Process Improvement: Collaborate with technical team and sales team to develop and enhance delivery methodologies
- Cross-functional Collaboration: Collaborate with technical team and sales team to develop and enhance delivery methodologies
3. Engagement Manager Functions
- Project Management Support: Support senior-level client project team members in project management activities
- Task Prioritization: Prioritize assignments and responsibilities to meet goals and deadlines
- Communication: Communicate work procedures and status of work clearly to senior project members
- Problem Anticipation: Anticipate the challenges and obstacles of work and proactively plan to overcome them
- Research Leadership: Lead primary and secondary research
- Analytical Thinking: Develop logical and insightful qualitative and quantitative analyses, properly framing (and re-framing) key questions
- Data Integration: Integrate multiple data sources (primary, secondary, etc.) to inform complex problems
- Problem Solving: Leverage problem-solving skills and frameworks to develop innovative and effective recommendations/solutions to client business problems
- Presentation Development: Develop client-ready, well-structured, high-quality deliverables in PowerPoint, including integrating analysis and “telling the story” in a clear and effective manner
- Results Communication: Synthesize and communicate results to clients or team members through oral and written presentations (in person or via tele/videoconference)
- Client Relationship Management: Develop client relationships and serve as a key point of contact on aspects of projects
4. Engagement Manager Job Description
- Engagement Coordination: Coordinate engagements across the year
- Quality Assurance: Responsibility for quality assurance of service deliveries
- Meeting Facilitation: Lead on facilitating meetings involving issuers and clients
- Staff Training: Train staff on engagement processes
- Process Development: Contribute to the development and periodic review of Engagement services and processes
- Market Monitoring: Monitor industry and market developments and initiatives to review the alignment of products against market expectations
- Product Alignment: Contribute to the alignment of processes with existing ISS products
- Knowledge Development: Develop and continually evolve knowledge of solution areas through on-the-job learning opportunities and collaboration with others
- Industry Awareness: Stay apprised of consulting industry innovations and developments, competitive landscape
- Customer Goal Achievement: Ensure customer goal attainment
5. Engagement Manager Overview
- Client Enablement: Enabling the client and users to deliver and succeed with their current objectives
- Client Expansion: Helping the client to expand their use of Xceptor to maximize their investment
- Operational Governance: Providing operational governance across the account
- Subject Matter Expertise: Providing subject matter expertise to customer and internal teams to drive successful outcomes
- Relationship Management: Own and develop the delivery relationship with stakeholders across on-premise or SaaS clients
- Escalation Management: Act as the customer’s primary escalation point for issues and challenges they face
- Strategic Advisor: Understand the client’s strategy, establish a trusted/strategic advisor relationship, and drive continued value of products and services
- Goal Achievement: Proactively work with clients to establish their critical goals or other key performance indicators and aid the client in achieving these goals
- Technical Oversight: Act as the client’s primary technical contact for Xceptor, providing technical oversight to the engagement
- Solution Design: Conduct technical working sessions, help the customer with high-level solution design, and drive the adoption of Xceptor best practices
- Request Triage: Help triage technical requests before coordinating with other Xceptor teams
6. Client Engagement Manager Details and Accountabilities
- Operational Governance: Lead Xceptor’s delivery to the customer by providing strong operational governance through planning, prioritization, progress tracking and reporting, service reviews, etc.
- Project Management: Directly manage the scope and delivery of well-defined projects and/or customer professional services engagements where separate project management is not necessary
- Release Management: Manage the communication and delivery of new releases/service changes to SaaS customers
- User Engagement: Help drive user engagement through sharing Xceptor product expertise, providing advice and guidance to users and stakeholders
- Subject Matter Expertise: Provide product subject matter expertise to the customer, and provide SME for the customer’s objectives and use cases to internal Xceptor teams
- User Enablement: Enable users to develop and enhance their Xceptor knowledge and skills, driving adoption and use of Xceptor Connect services
- Training Delivery: Conduct user sessions to provide hands-on training on the Xceptor platform and demonstrate pre-existing configurations and new features, hold webinars covering product functionality and use cases
- Client Advocacy: Advocate client needs/issues cross-departmentally with a diplomatic and level-headed approach, including liaising between clients and the product team to provide feedback on new and existing features
- Opportunity Identification: Identify new opportunities for existing customers and/or identify areas of improvement, working with sales
- Resource Alignment: Ensure appropriate resources are aligned to deliver expected customer and Xceptor outcomes
7. Engagement Manager Additional Details
- Program Planning: Plan and execute 3 - 5 client programs across a highly matrixed organization
- Cross-Divisional Collaboration: Facilitate cross-divisional collaboration, drive accountability, promote transparency for all stakeholders, and escalate to senior management appropriately
- Relationship Management: Maintain resilient relationships at a variety of organizational levels in client organizations and within Amobee
- Reporting: Develop and present weekly project reports communicating status, issues, and risks to internal/external stakeholders
- Process Management: Implement and maintain a portfolio of processes, documentation, and tools for managing programs including project schedules, risk management logs, and action trackers
- Best Practices Development: Contribute to the development of Amobee program management best practices
- Sales Support: Assist sales staff during the opportunity assessment and proposal phases of the client capture process, particularly as it relates to deployment approach, timeline, and deliverables
- Client Commitment: Meet client commitments on time while providing high-quality client service
- Travel Coordination: Make occasional day trips to New York and Philadelphia for client meetings (1-2/month) and rare overnight trips to Amobee and client sites outside of the local area
8. Engagement Manager Essential Functions
- Client Relationship Management: Establish client relationships and lead the execution of Professional Services projects
- Opportunity Identification: Identify, analyze, and prioritize opportunities to build relationships and continuing opportunities for the Professional Services team
- Project Coordination: Perform planning, analysis, coordination, and reporting activities to keep projects and tasks on schedule
- Independent Judgment: Exercise independent judgment and be accountable for client project delivery and overall client satisfaction
- Policy Adherence: Follow established guidelines and interpret policies
- Regulatory Solutions Support: Provide expert-level regulatory solutions support and consulting
- Credibility Building: Establish IQVIA's credibility as a provider of global enterprise-wide regulatory solutions across technology, data, and business processes
- Project Delivery: Drive Client projects successfully ensuring delivery within the agreed timeline, and budget as per contractual requirements and with high customer satisfaction
- Business Development: Drive client acquisition and business development activities in collaboration with pre-sales and sales organizations
- Methodology Improvement: Drive offering and methodology development and continuous improvement
- Team Mentorship: Coach and mentor more junior team members
9. Engagement Manager Role Purpose
- Client Success Management: Responsible for client operating success, including developing a deep understanding of client’s goals and delivering them net positive results
- Creative Problem Solving: Generate creative solutions and add value to client challenges
- Operational Management: Ongoing direct operational management and Profit and Loss responsibilities for a set of clients, including setting and managing expectations proactively, and moving new accounts from the Proposal Stage through Closed and beyond
- Methodology and Technology Understanding: Developing a deep understanding of Motimatic’s methodology and technology, including the behavioral and motivation science that drives solutions
- Technical Deployment: Eager and able to come up to speed quickly on technical deployment within the platform, so that you can directly support and configure client launches
- Data Analysis: Access and analyze significant amounts of data to identify trends and/or patterns that lead to specific insights about client marketing programs
- Strategic Content Development: Think strategically about the content experience we deploy to achieve impact, propose new approaches, and maintain alignment with target impacts
- Client Needs Identification: Regularly work to identify unfulfilled client needs and develop and sell products and services to meet those needs
- Relationship Building: Develop relationships with and maintain regular communications with key stakeholders throughout the organization
- Thought Leadership: Provide thought leadership in developing new, innovative practices and solutions
- Best Practices Documentation: Track best practices and document processes
- Project Assistance: Assist with ad-hoc projects and initiatives