Client Engagement Manager II

Job Summary:

The Client Engagement Manager II is a customer-facing role responsible for supporting enterprise and strategic customers using G+D SaaS and managed service solutions. This role serves as a key Service Delivery & Operations contact for assigned customers, helping coordinate service performance, operational readiness, incident and escalation communication, customer reporting, and continuous improvement activities. The position requires strong customer communication skills, solid operational understanding, and technical credibility in SaaS-based service environments, including OTA, eSIM, Remote SIM Provisioning, GSMA-aligned services, MNO ecosystems, integrations, monitoring, and customer-facing operational support. The Client Engagement Manager works closely with Account Management, Solution Sales, Technical Consultants, Customer Support, Application Engineering, IT Stack Engineering, Product, R&D, Finance, and Service Delivery & Operations teams to ensure customer needs are understood, service topics are coordinated effectively, and customer commitments are supported with quality, transparency, and professionalism. Project management experience is preferred but not required.

In addition to being the primary direct interface to customers, the Client Engagement Manager collaborates closely with Account Managers, Solution Sales Managers, Technical Consultants, Project Managers, Service Delivery & Operations, Application Engineering, IT Stack Engineering, and other cross-functional teams to ensure customer commitments are delivered with quality, transparency, and operational discipline.

The role requires a balance of customer engagement expertise, technical credibility, operational acumen, and strong customer communication skills. Project management discipline is preferred and considered a strong plus. The Client Engagement Manager represents the customer’s voice internally within Service Delivery & Operations, supports continuous improvement, contributes to executive-level communication, and helps ensure customer requirements, risks, escalations, and service improvement opportunities are addressed proactively.

Essential Functions:

• Serve as the primary Service Delivery & Operations contact for assigned customers regarding incident, problem, change, release, escalation, SLA, and service performance topics.
• Support customer engagement and service governance for SaaS and managed service customers, including service reviews, KPIs, operational readiness, release coordination, incident trends, customer feedback, risks, and continuous improvement actions.
• Maintain clear, proactive, and professional customer communication during service reviews, incidents, escalations, change activities, and operational follow-ups.
• Apply technical understanding of SaaS, OTA, eSIM, GSMA-aligned services, MNO ecosystems, integrations, monitoring, ticketing, and operational support models to support effective customer engagement.
• Support the preparation and quality review of customer-facing incident, problem, RCA, SLA, service performance, and operational reports.
• Monitor, analyze, and communicate service performance, SLA trends, risks, improvement actions, customer requirements, and service gaps to customers and internal stakeholders.
• Coordinate internally with Service Delivery & Operations, Customer Support, Application Engineering, IT Stack Engineering, Product, R&D, Account Management, Solution Sales, Technical Consultants, Finance, and other teams to support customer needs and service delivery.
• Support onboarding, transition, launch, and steady-state operations for SaaS and managed service customers, including operational readiness, support models, escalation paths, reporting expectations, and customer/internal alignment.
• Identify customer training needs, service improvement opportunities, change requests, contract renewal inputs, expansion opportunities, and operational risks for follow-up with the appropriate internal teams.
• Follow Service Delivery & Operations policies, procedures, tools, compliance, information security requirements, work instructions, planning expectations, and time reporting requirements.

Qualifications:

Education and Experience

• Must-have: Bachelor’s degree in Business, Engineering, or related field and at least 5 years of customer-facing experience (or equivalent combination of education and experience) in client engagement management, service management, technical account management, customer success, or a similar role supporting enterprise or strategic accounts.
• Must-have: Experience supporting SaaS or managed service platforms, including onboarding, integrations, API-based workflows, monitoring, incident trends, release coordination, SLA performance, customer reporting, and technical delivery.
• Must-have: Working knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned eSIM services, eUICC lifecycle management, activation flows, and customer-facing operational support.
• Must-have: Strong operations experience, including incident, problem, change, release, SLA governance, service reporting, operational readiness, and continuous improvement.
• Must-have: Strong customer communication experience, including preparing customer-ready updates, leading customer calls/service reviews, explaining technical topics and RCA outcomes in business language, managing expectations, documenting decisions, and following up on actions.
• Must-have: Experience collaborating with Product, R&D, Operations, Engineering, commercial teams, and other internal functions to support customer needs and resolve technical or operational topics.
• Preferred: Telecommunications industry experience, ideally supporting MNO customers.
• Preferred: Experience in IoT, Automotive, eSIM, SIM, digital identity, payment, MVNO, OEM, or similar connected services environments.
• Preferred: Project management experience, including planning, stakeholder coordination, risk/issue tracking, action item management, delivery coordination, and executive status reporting.
• Preferred: Experience working across different cultures.
• A plus: Experience managing project artifacts and governance routines such as project charters, milestone plans, RAID logs, dependency trackers, decision records, change requests, communication plans, and stakeholder status reports.
• A plus: ITIL Foundation, PMP, Prince2, Agile, Scrum, or equivalent project management certification.
• A plus: Experience working with and communicating to C-level executives.

Knowledge, Skills and Abilities

• Must-have: Strong customer communication skills, including customer-ready written updates, proactive status communication, escalation communication, incident and RCA explanation, meeting facilitation, expectation management, action item follow-up, active listening, and the ability to tailor messaging for technical, operational, and business audiences.
• Must-have: Strong SaaS and managed services technical credibility, including working knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned services, MNO ecosystems, APIs, integrations, platform monitoring, SLA trends, and customer-facing operational support.
• Must-have: Ability to translate technical platform behavior, provisioning flows, service alerts, incident patterns, integration dependencies, and SLA trends into clear customer-facing explanations, risks, actions, and service improvement recommendations.
• Must-have: Solid understanding of service management and operations, including incident, problem, change, release coordination, service reporting, operational readiness, SLA performance, compliance, information security requirements, and continuous improvement.
• Must-have: Ability to build effective relationships with customer stakeholders, technical teams, operational leaders, Account Management, Solution Sales, Technical Consultants, and internal delivery teams.
• Must-have: Strong ownership, customer advocacy, solution-oriented mindset, attention to detail, professional judgment, reporting skills, presentation skills, conflict management skills, and ability to follow established processes, procedures, and work instructions.
• Preferred: Project management discipline, including planning, prioritization, stakeholder coordination, governance, risk and issue tracking, dependency management, timeline tracking, action item ownership, and executive status reporting.
• Preferred: Knowledge of IT, cloud technologies, telecom networks, monitoring tools, ticketing systems, enterprise applications, and connected services environments such as IoT, Automotive, MVNO, OEM, or digital identity services.
• A plus: Experience creating or managing project artifacts such as project charters, milestone plans, RAID logs, change requests, communication plans, decision logs, and lessons-learned documentation.
• A plus: Soft selling techniques and the ability to identify upsell, renewal, expansion, and service improvement opportunities.

Benefits offered to eligible employees include medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, parental leave,  short and long-term disability, life insurance, healthcare and dependent care FSA, EAP, education assistance and more.

$$ Giesecke+Devrient Mobile Security America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com. 

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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