An engagement manager for client services is responsible for maintaining relationships with their organization's existing clients. They also oversee internal projects relevant to engaging clients, monitoring progress and reaching out to the various branches of the organization to ensure efficiency and efficacy; should problems arise, the engagement manager is responsible for mediating conflicts. Engagement managers are more responsible for ensuring the execution of existing contracts and projects rather than establishing new ones.
This is a position that requires communication and leadership skills, as well as the ability to appear friendly and approachable to clients. Engagement managers must demonstrate good interpersonal skills and problem-solving capabilities when dealing with clients and other employees as well. Engagement managers generally operate in standard office environments and typically work during regular business hours, though overtime and/or alternative hours may be required for certain projects or assignments. A wide variety of companies employ engagement managers; so long as a contract exists between a vendor and a buyer, an engagement manager’s expertise may be required.
As far as education is concerned, a bachelor's degree is generally required for this position, with a master's degree in business administration or a related field often preferred. Many organizations tend to require prior experience in the field, and no specific certifications are needed.
Manager, Engagement (Client Services) Tasks
Manages the customer service operations, which deals directly with customers and is the first point of contact.
Develops, tracks and reports key performance measurements for the unit.
Develops and implements process and procedures to improve operational efficiency.
Oversees cross functional work areas targeted to resolve issues raised by customers.