PROJECT MANAGER - Program Management

Happiest Minds Technologies; Atlanta (GA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Happiest Minds Technologies in Atlanta, GA seeks a Client Engagement Manager to serve as the primary executive contact for the FORTNA MSP program. The role combines program delivery leadership with business development to grow the account through renewals and new SOWs.

You will manage a multi-year MSP contract, ensure smooth transitions, and lead cross-functional teams across engineering and IT support levels (L1/L2/L3). On-site presence at times is required; hybrid work is supported.

Qualifications

• 15+ years in IT services and consulting.
• 至少 5 years in dual account management and program/delivery management (per job spec).
• Experience managing large-scale MSP contracts including IT support models (L1/L2/L3).
• Based in or around Atlanta, GA and willing to be on-site with the client as required.

Responsibilities

• Act as the primary executive contact and strategic partner for the client.
• Lead strategic account management and drive account growth, renewals, and SOWs.
• Oversee end-to-end MSP contract delivery, transitions, and ongoing operations.
• Matrix-manage cross-functional delivery teams to ensure alignment with SLAs, KPIs and milestones.
• Conduct Executive Business Reviews and maintain proactive stakeholder alignment.

Skills

Executive presence

Emotional intelligence

Stakeholder management

Account management

Delivery management

Job description

Job Description: Client Engagement Manager
Company: Happiest Minds Technologies
Client Account: FORTNA
Location: Atlanta, GA (On-site / Hybrid)
Role Type: Full-Time

Role Overview

We are seeking a highly driven Client Engagement Manager based in Atlanta, GA, to serve as the primary executive point of contact and strategic partner for our key client. This role requires a unique blend of Program Management execution and Business Development (farming) acumen.
You will take the helm of our newly signed 3-year Managed Service Provider (MSP) contract, overseeing the transition and ongoing delivery of Engineering Applications and L1/L2/L3 support. In addition to ensuring flawless execution of this major program, you will actively manage and grow a portfolio of smaller parallel programs, stepping in to drive account expansion, stakeholder alignment, and overall client satisfaction.

Key Responsibilities

• Client Leadership & Strategic Account Management
• Serve as the undisputed first point of contact and trusted advisor for all customer stakeholders, bridging the gap between client expectations and internal delivery teams.
• Proactively identify business challenges and propose value-driven solutions, expanding our footprint within the account across both the primary MSP program and new/smaller initiatives.
• Drive account growth by farming existing relationships, managing renewals, and negotiating scope changes or new statements of work (SOWs).
• Conduct regular Executive Business Reviews (EBRs) and operational check-ins to ensure alignment with customers' strategic goals.
• Program Delivery & Operational Excellence
• Assume end-to-end accountability for the successful delivery of the 3-year MSP contract, specifically focusing on the seamless transition and ongoing management of Engineering Applications and L1/L2/L3 support operations.
• Act as the ultimate escalation point for delivery roadblocks, ensuring SLAs, KPIs, and critical program milestones are met or exceeded.
• Matrix-manage cross-functional delivery teams, ensuring clear communication, resource alignment, and adherence to agile/delivery frameworks.
• Monitor program financial health, managing P&L, margins, and resource utilization across all running programs for the client.
• Risk & Stakeholder Management
• Identify, track, and mitigate program and commercial risks before they impact the client relationship.
• Navigate complex stakeholder environments, ensuring both technical teams and executive leadership on the customer's side are aligned and informed.
• Foster a culture of continuous improvement, implementing feedback loops and optimizing delivery processes to enhance client ROI.

Qualifications & Experience

• Experience: 15+ years in the IT Services and Consulting industry, with a minimum of 5 years in a dual Account Management and Program/Delivery Management role.
• Domain Expertise: Proven track record of managing large-scale, multi-year MSP contracts. Experience overseeing Engineering Applications and comprehensive IT support models (L1/L2/L3) is highly preferred.
• Commercial Acumen: Demonstrated success in account farming, contract negotiation, and driving revenue growth within an existing client base.
• Location: Must be based in or around Atlanta, GA, with the ability to be present on-site with the client as required to build strong relational equity.
• Soft Skills: Exceptional executive presence, high emotional intelligence, and the ability to seamlessly translate complex technical delivery concepts into business value for client leadership.

Program Management, Customer Relationship, Business Development, Project Management