Customer Engagement Manager

NLB Services; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

NLB Services is seeking an experienced Customer Engagement Manager to lead onsite client engagement across Investment Management, Risk, and related domains in a complex portfolio. The role interfaces with business and technology leaders to align delivery with client priorities and regulatory requirements.

The position emphasizes governance, CSAT, and value realization, with cross-functional collaboration across AMS, AD, QA, and CTO/ATO domains to ensure end-to-end delivery success.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field (MBA preferred).
• Typically 10–15 years of experience in customer engagement, delivery, or consulting.
• Experience with digital transformation programs and AI/data analytics initiatives.
• Enterprise client relationships and stakeholder management across complex portfolios.

Responsibilities

• Act as the single point of contact for Group Retirements and Institutional Markets portfolio stakeholders.
• Build and maintain relationships with IT and business leaders and technology/platform owners.
• Ensure clear communication, expectation management, and stakeholder alignment.
• Drive governance across the portfolio with weekly/monthly status reporting and risk/issue tracking.
• Own overall CSAT and engagement health; deliver business value and improved user experience.

Skills

Group Retirement

Institutional Markets

Governance escalation

Executive communication

Cross-functional coordination

Problem solving

Decision making

Education

Bachelor’s degree in Business, Engineering, or related field

MBA preferred

Job description

Overall IT experience, The Customer Engagement Manager (CEM) is the primary onsite engagement leader and client interface, responsible for ensuring end-to-end delivery alignment, stakeholder satisfaction, and value realization across Investment Management and Risk platforms/Investment Banking/Actuarial.

The role acts as a bridge between business stakeholders, portfolio leaders, and delivery teams, ensuring that all AMS, AD, QA, and transformation initiatives are aligned to client priorities, regulatory requirements, and business outcomes

Key Responsibilities

Customer Relationship & Stakeholder Management

• Act as the single point of contact for Group Retirements and Institutional Markets portfolio stakeholders
• Build and maintain strong relationships with:
• IT and business leaders
• Technology and platform owners
• Ensure clear communication, expectation management, and stakeholder alignment
• Group Retirement – New Business and Inforce portfolios
• Institutional Markets
• Quality Engineering
• Act as the bridge between client stakeholders and delivery teams

Engagement Governance & Reporting

• Drive governance across the portfolio:
• Weekly/Monthly status reporting
• Risk, issue, and action tracking
• Executive dashboards and reviews
• Support governance forums with clear insights on delivery health and performance
• Own overall CSAT and engagement health
• Business value (performance, analytics, regulatory compliance)
• Improved user experience for investment and risk functions
• Capture and act on feedback to continuously improve service quality

Domain Alignment (Group Retirement)

• Develop strong understanding of:
• Group Retirement (OMNI knowledge / experience is a plus)
• Institutional Markets
• Use domain insights to drive meaningful engagement and decision-making

Cross-Functional Coordination

• Align across:
• AMS (run/stability)
• AD (enhancements, regulatory changes)
• QA (quality and release assurance)
• CTO/ATO (technology and architecture)
• Ensure seamless execution across run–change–transform lifecycle

Demand Shaping & Growth

• Identify opportunities for:
• Analytics and AI use cases
• Automation and cost optimization
• Partner with Account Leadership to drive expansion and value-led growth

Required Skills & Experience

Domain Expertise

• Group Retirement
• Institutional Markets

Functional Skills

• Governance and escalation management

Leadership Skills

• Executive communication and influencing
• Cross-functional coordination
• Problem solving and decision-making
• Strong ownership and accountability

Qualifications & Experience

• Bachelor’s degree in Business, Engineering, or related field (MBA preferred)
• Typically 10 –15 years of experience in customer engagement, delivery, or consulting
• Digital transformation programs
• AI / Data / Analytics initiatives
• Enterprise client relationships

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.