Client Engagement Leader

Lancesoft; Mooresville (NC); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Lancesoft is seeking an experienced Client Engagement Leader to manage strategic enterprise client relationships and drive the delivery and commercialization of retail technology solutions across physical stores, digital channels, and fulfillment ecosystems.

The role requires executive presence and senior leadership to align delivery with business goals, oversee governance, risk, and escalations, and coordinate across sales, product, engineering, implementation, and support teams; candidates

Qualifications

• 12–16 years of experience in account management, client engagement, consulting, or enterprise technology services.
• Proven success managing strategic enterprise accounts and multi-workstream technology engagements.
• Experience with large retailers or complex consumer-facing enterprises is preferred.
• Bachelor's degree in Engineering, Computer Science, Business, or a related discipline.
• MBA or a relevant postgraduate qualification is preferred.

Responsibilities

• Own strategic client relationships and serve as the senior point of contact for business and technology stakeholders.
• Build trusted relationships with C-suite leaders and cross-functional teams, and lead governance meetings and business reviews.
• Oversee technology engagements to ensure delivery commitments, scope, quality, and business outcomes.
• Lead cross-functional collaboration across product, engineering, implementation, support, and operations.
• Develop strategic account plans and identify cross-selling and upselling opportunities across retail tech solutions.
• Manage commercial performance, renewals, and contract negotiations, while monitoring budgets and forecasting.
• Coordinate global teams and deliver concise executive updates on engagement status and outcomes.

Skills

Executive presence

Strategic account ownership

Client relationship management

Cross-functional leadership

Negotiation

Communication

Retail technology knowledge

Global stakeholder management

Education

Bachelor's degree (Engineering, Computer Science, Business or related)

MBA or relevant postgraduate qualification

Job description

We are seeking an experienced Client Engagement Leader to manage strategic enterprise client relationships and drive the successful delivery and commercialization of retail technology solutions. These solutions help retailers deliver seamless experiences across physical stores, digital channels, and fulfillment ecosystems.

The Client Engagement Leader will serve as a senior client-facing leader, responsible for building trusted executive relationships, aligning technology delivery with business objectives, and coordinating activities across sales, product, engineering, implementation, and support teams.

This role will oversee the complete client engagement lifecycle, including strategic account planning, executive governance, delivery oversight, value realization, renewals, and account growth. The successful candidate will identify cross-selling and upselling opportunities, manage commercial performance, resolve escalations, and strengthen long-term client partnerships.

The ideal candidate will bring strong executive presence, enterprise technology delivery experience, commercial acumen, and a solid understanding of retail operations and digital commerce.

Important Location Requirement: Candidates must be willing to work between the Mooresville, NC, and Houston, TX, offices, spending approximately 50% of their time at each location.

Key Responsibilities

1. Client Relationship and Executive Engagement

• Own strategic client relationships and serve as the primary senior point of contact for business and technology stakeholders.
• Build and maintain trusted relationships with C-suite executives, business leaders, technology leaders, and operational teams.
• Lead executive governance meetings, steering committee discussions, business reviews, and strategic account planning sessions.
• Monitor client satisfaction, stakeholder alignment, relationship health, and emerging business needs.

2. Engagement Delivery and Client Outcomes

• Provide senior-level oversight of technology engagements to ensure delivery commitments, timelines, scope, quality, and business objectives are achieved.
• Partner with delivery and program management teams to manage integrated plans, dependencies, risks, and milestones.
• Drive accountability for decisions, action items, escalations, and issue resolution across client and internal teams.
• Monitor delivery performance, client feedback, adoption, and value realization, implementing corrective actions when needed.
• Coordinate across product, engineering, architecture, implementation, support, and operations teams to ensure a seamless client experience.

3. Account Growth, Cross-Selling, and Upselling

• Develop strategic account plans covering client priorities, stakeholder relationships, growth targets, and expansion opportunities.
• Identify cross-selling and upselling opportunities across retail technology solutions, including POS and checkout, store commerce, unified associate experiences, store intelligence, fulfillment, and retail media.
• Collaborate with sales, solution architecture, product, and commercial teams to develop solutions and value propositions.
• Build and manage an expansion pipeline by connecting client challenges with relevant technology capabilities and measurable business outcomes.
• Support proposals, statements of work, contract renewals, extensions, and commercial negotiations.

4. Commercial and Financial Management

• Oversee account-level commercial performance, including revenue forecasting, sales pipeline, renewals, margins, and delivery-related financial risks.
• Partner with finance and commercial teams to monitor budgets, invoicing dependencies, change requests, and contractual obligations.
• Ensure changes in scope and additional client requests follow established governance and commercial processes.
• Balance client satisfaction with business objectives, delivery capacity, and sustainable account profitability.

5. Governance, Risk, and Escalation Management

• Establish effective governance structures, reporting mechanisms, decision logs, and escalation procedures.
• Identify delivery, relationship, contractual, security, and operational risks proactively and develop mitigation plans.
• Lead executive-level escalations with accountability, transparency, and a focus on timely resolution.
• Ensure client commitments are realistic, clearly communicated, tracked, and fulfilled.

6. Client Advocacy and Market Insights

• Represent the voice of the customer and communicate client feedback to product, engineering, and leadership teams.
• Identify market trends, recurring customer needs, and product gaps to support roadmap development and service improvements.
• Document client success stories, measurable business outcomes, and customer references.
• Promote a customer-first culture and continuously improve client engagement practices.

7. Cross-Functional and Global Leadership

• Coordinate US-based client stakeholders with distributed teams across geographies and time zones.
• Drive collaboration among sales, pre-sales, product, engineering, implementation, support, finance, legal, and partner teams.
• Deliver concise executive updates on engagement status, business outcomes, risks, decisions, and growth opportunities.
• Contribute to account management frameworks, engagement playbooks, and operational best practices.

Required Qualifications

• 12–16 years of experience in account management, client engagement, consulting, or enterprise technology services.
• Demonstrated success managing strategic enterprise accounts and complex, multi-workstream technology engagements.
• Experience working with large retailers or complex consumer-facing enterprises is strongly preferred.
• Bachelor's degree in Engineering, Computer Science, Business, or a related discipline.
• MBA or a relevant postgraduate qualification is preferred.

Required Skills

• Strong executive presence and the ability to build trusted relationships with C-suite and senior business and technology stakeholders.
• Proven expertise in strategic account ownership, client relationship management, and account planning.
• Experience overseeing enterprise technology delivery, including scope, schedules, quality, risks, dependencies, and business outcomes.
• Demonstrated ability to drive cross-selling, upselling, renewals, and account expansion.
• Strong commercial acumen, including revenue forecasting, contract management, statements of work, change control, and account financials.
• Excellent communication, negotiation, facilitation, conflict resolution, and executive presentation skills.
• Proven ability to manage escalations, navigate ambiguity, influence without direct authority, and drive cross-functional decisions.
• Understanding of retail technology, including POS/checkout, digital commerce, omnichannel solutions, store operations, fulfillment, or retail media.
• Experience coordinating distributed global teams and managing stakeholders across multiple functions and time zones.
• Strong customer advocacy mindset, with a focus on measurable business value, customer satisfaction, and long-term partnerships.