Customer Engagement Manager (CEM) – Professional Services

ARIS company; Riyadh; On-site; SAR 262,467 - 374,953; Full time

Job summary

ARIS company is looking for a Customer Engagement Manager (CEM) in Riyadh. You will partner with various stakeholders to define effective customer engagement models, ensuring commercial success in Professional Services.

This strategic role requires 7–12 years of experience in Professional Services, focusing on pricing, proposals, and managing customer relationships in the APJ and Middle East regions. Fluency in English and Arabic is required.

Qualifications

• 7–12 years of experience in Professional Services, Sales Engineering, or Customer Success.
• Proven experience shaping engagement models and structuring contracts.
• Experience working across multiple regions, especially APJ and Middle East.

Responsibilities

• Own the commercial lifecycle of Professional Services offerings.
• Partner with Account Executives to assess customer objectives.
• Monitor ongoing engagements for expansion and cross-sell opportunities.

Skills

Commercial acumen

Forecasting

Stakeholder management

Cross-functional leadership

Education

Bachelor’s degree in Business, Engineering, Information Systems

MBA or equivalent advanced degree

Job description

Customer Engagement Manager (CEM) – Professional Services

Job Description

ARIS is a Process Intelligence company that helps organizations discover, create, and transform their processes to deliver measurable business outcomes and scale AI with confidence. It combines process design, real execution insight, and AI-driven optimization in a single, integrated platform-enabling organizations to build a governed digital twin of their operations, understand how work actually happens, and continuously deliver value across the enterprise. By providing the process foundation, visibility, and governance required for AI adoption, ARIS enables businesses to deploy and scale Agentic AI safely and effectively, ensuring agents operate on trusted processes, data, and controls. With over 30 years of expertise and recognition from leading analysts such as Gartner and Forrester, ARIS is trusted by global enterprises to turn process intelligence into real business impact.

The Customer Engagement Manager (CEM) is a core commercial and engagement orchestrator within the Professional Services (PS) organization. Operating onsite in Riyadh and covering the APJ and Middle East regions, you will partner closely with Account Executives, Solution Architects, Customer Success Managers, and Delivery Leads to define the optimal customer engagement model and drive predictable, profitable PS business.

You will own the commercial lifecycle of Professional Services offerings—from shaping the right engagement model (PS-only, Partner-only, or hybrid), to structuring PS contracts, to ensuring margin integrity and accurate forecasting. You will also play a critical role in identifying expansion and cross‑sell opportunities from ongoing engagements and routing them to Sales and CSM with actionable context.

This is a strategic, customer-facing role that blends commercial acumen, delivery awareness, and cross-functional leadership to ensure customers realize value while the business achieves its revenue and margin goals.

Key Responsibilities

Engagement Model Strategy & Sales Alignment

• Partner with Account Executives at the earliest stage of new opportunities to assess customer objectives, delivery complexity, and partner ecosystem readiness, determining the optimal engagement model (PS‑only, Partner‑only, or PS + Partner mix) and drive Customer Success with the Success Package offer model.
• Collaborate closely with Pre‑Sales/Solution Architects and Customer Success Managers to jointly define the value success path for each opportunity – clarifying the measurable business outcomes the project must deliver and ensuring Professional Services is positioned to achieve them.
• Actively contribute to the creation and validation of customer value statements, ensuring they are realistic, achievable, and aligned with the proposed delivery approach and commercial structure.
• Ensure the engagement model, value narrative, and delivery plan are fully aligned before proposals are finalized, enabling a seamless transition from sales to delivery and supporting long‑term customer success.
• Influence deal shaping by ensuring that the proposed services scope, timeline, and partner involvement support both customer value realization and internal margin targets.

Commercial Ownership of Professional Services

• Own the commercial process for PS offerings, including scoping, pricing, proposal creation, and contract structuring.
• Position and sell value-based “Success Packages” that drive measurable customer outcomes and contribute to ACV growth.
• Ensure all PS proposals meet margin targets and comply with financial and delivery guardrails.
• Support deal reviews, approvals, and commercial governance processes.

Forecasting, Pipeline Quality & Sales Operations

• Maintain accurate PS revenue forecasting across APJ and Middle East, ensuring alignment with Sales and regional leadership.
• Drive Salesforce opportunity hygiene, ensuring PS opportunities are accurately reflected, updated, and forecasted.
• Track and report on PS pipeline health, conversion rates, and margin performance.

Delivery Alignment & Resource Planning

• Collaborate with regional Delivery Leads to align on capacity, skills availability, and staffing plans for upcoming engagements.
• Ensure proposed PS work is deliverable within available capacity and skill profiles.
• Provide early visibility into demand trends to support hiring, partner enablement, and workforce planning.

Expansion & Cross‑Sell Signal Management

• Monitor ongoing PS engagements to identify expansion, upsell, and cross‑sell opportunities.
• Qualify and route opportunities to Sales and CSM with clear context, value narrative, and customer signals.
• Partner with Delivery teams to ensure customer value realization is visible and leveraged for account growth.

Executive Reporting & Stakeholder Management

• Provide regular reporting to the VP of Professional Services on pipeline, forecast, margin performance, and regional trends.
• Act as a trusted advisor to Sales, Delivery, and Customer Success leadership across APJ and Middle East.
• Represent Professional Services in strategic account planning and regional business reviews.

Professional Experience

• 7–12 years of experience in Professional Services, Sales Engineering, Customer Success, or commercial roles in enterprise software or consulting.
• Proven experience shaping PS engagement models, structuring services contracts, and working with cross-functional sales teams.
• Strong understanding of delivery models, partner ecosystems, and enterprise customer lifecycle management.
• Experience working across multiple regions (APJ and/or Middle East preferred).

Commercial & Analytical Skills

• Strong commercial acumen with experience in pricing, scoping, and margin management.
• Ability to build compelling value narratives and position outcome-based service offerings.
• High proficiency in forecasting, pipeline management, and opportunity qualification.

Cross‑Functional Leadership

• Ability to influence without authority across Sales, Delivery, CSM, and Partner teams.
• Strong communication and stakeholder management skills, including with senior executives.
• Experience working in complex enterprise environments with multiple decision‑makers.

Education

• Bachelor’s degree in Business, Engineering, Information Systems, or related field.
• MBA or equivalent advanced degree is an advantage.

Language & Regional Requirements

• Fluency in English required.
• Arabic proficiency is required.
• Permanent onsite presence in Riyadh with ability to travel across APJ and Middle East as needed.
• Strong cultural awareness and ability to build trusted relationships in Saudi and regional business environments.

Why This Role Matters

• Strategic Impact: You shape how customers engage with Professional Services to achieve value and outcomes.
• Commercial Ownership: You directly influence PS revenue, margin, and ACV contribution.
• Regional Visibility: You operate across two high‑growth regions with executive‑level exposure.
• Cross‑Functional Influence: You sit at the intersection of Sales, Delivery, and Customer Success, driving alignment and customer success.

At SAG Aris GmbH we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.