Client Engagement Manager

Jobtailor

Atlanta (GA)

On-site

USD 90,000 - 120,000

Full time

5 days ago

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Job summary

Jobtailor in Atlanta seeks a seasoned Service Delivery & Operations professional to act as the primary liaison for incidents, changes, and SLA governance across SaaS and managed services.

You will drive customer engagement, readiness reviews, and release coordination while coordinating with Product, R&D, and other teams to ensure service excellence and continuous improvement. This role emphasizes strong communication and cross-functional collaboration.

Qualifications

Bachelor’s degree in Business, Engineering, or related field and 5+ years customer-facing experience.
Experience supporting SaaS or managed service platforms, onboarding and SLA performance.
Knowledge of OTA, eSIM, Remote SIM Provisioning and GSMA-aligned services.
Strong operations experience in incident, problem, change, release, and SLA governance.
Excellent customer communication, updates, and RCA explanations.
Experience collaborating with Product, R&D, Operations, and other teams.

Responsibilities

Serve as the primary Service Delivery & Operations contact for incidents, change, and SLA topics.
Support customer engagement, KPIs, operational readiness, and release coordination for SaaS customers.
Maintain proactive customer communication during service reviews, incidents, escalations, and follow-ups.
Apply understanding of SaaS, OTA, eSIM, and MNO ecosystems to support operations.
Support preparation and quality review of incident reports, RCA, and service performance reports.
Monitor, analyze, and communicate service performance, trends, risks, and improvement actions.
Coordinate with cross-functional teams including IT, Product, Finance, and Sales.
Support onboarding, transition, launch, and steady-state operations and escalation paths.
Identify training needs, expansion opportunities, and operational risks.
Follow internal policies, information security, planning, and time reporting requirements.

Skills

SaaS Support

Incident Management

Customer Communication

Service Performance Analysis

Operational Readiness

Education

Bachelor’s degree in Business/Engineering or related field

Tools

Monitoring Tools

Ticketing Systems

Enterprise Applications

Cloud Technologies

Telecom Networks

Job description

Serve as the primary Service Delivery & Operations contact for assigned customers on 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
Support 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
Coordinate with Service Delivery & Operations, Customer Support, Application Engineering, IT Stack Engineering, Product, R&D, Account Management, Solution Sales, Technical Consultants, Finance, and other teams
Support onboarding, transition, launch, and steady-state operations, including operational readiness, support models, escalation paths, reporting expectations, and alignment
Identify customer training needs, service improvement opportunities, change requests, contract renewal inputs, expansion opportunities, and operational risks
Follow Service Delivery & Operations policies, procedures, tools, compliance, information security, planning, and time-reporting requirements

Requirements

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
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
Working knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned eSIM services, eUICC lifecycle management, activation flows, and customer-facing operational support
Strong operations experience covering incident, problem, change, release, SLA governance, service reporting, operational readiness, and continuous improvement
Strong customer communication experience, including customer-ready updates, customer calls/service reviews, technical and RCA explanations, expectation management, decision documentation, and action follow-up
Experience collaborating with Product, R&D, Operations, Engineering, commercial teams, and other internal functions
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
Preferred: Experience working across different cultures
A plus: Experience managing project artifacts and governance routines
A plus: ITIL Foundation, PMP, Prince2, Agile, Scrum, or equivalent project management certification
A plus: Experience working with and communicating to C-level executives
Strong customer communication, SaaS and managed services technical credibility, service management, relationship-building, ownership, customer advocacy, reporting, presentation, conflict management, and process-following skills
Preferred knowledge of IT, cloud technologies, telecom networks, monitoring tools, ticketing systems, enterprise applications, and connected services environments

Core Competencies

Demonstrates expertise in Service Delivery and Operations for SaaS and managed service platforms, with a strong focus on incident management, SLA governance, and customer communication. Proficient in operational readiness, service performance analysis, and continuous improvement within telecommunications and connected services environments.

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