Senior SaaS Client Engagement Manager

Giesecke+Devrient; Atlanta (GA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K match

Parental leave

Short/long-term disability

Life insurance

FSA

Job summary

Giesecke+Devrient is seeking a Client Engagement Manager II to support enterprise customers using SaaS and managed services. You will coordinate service performance, readiness, incident communications, and reporting, acting as the primary customer-facing interface with cross-functional teams across Account Management, Solution Sales, Technical Consultants, and Service Delivery.

Strong communication, operational understanding, and technical credibility in SaaS-based environments are required;

Qualifications

• Bachelor’s degree in Business, Engineering, or related field and at least 5 years of customer-facing experience.
• Experience supporting SaaS or managed service platforms, including onboarding and SLA performance.
• Knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned services.
• Strong operations experience: incident, problem, change, release, SLA governance.
• Strong customer communication: updates, calls, RCA explanations, action follow-ups.
• Experience collaborating with Product, R&D, Operations, Engineering, and commercial teams.
• Telecommunications industry experience and project management certification are a plus.

Responsibilities

• Serve as primary Service Delivery and Operations contact for incidents, changes, and escalations.
• Support SaaS and managed service engagements, including service reviews and KPIs.
• Maintain proactive customer communication during reviews, incidents, and follow-ups.
• Apply knowledge of SaaS, OTA, eSIM, GSMA services, and MNO ecosystems in support.
• Prepare and review customer-facing incident, RCA, SLA, and performance reports.
• Coordinate with internal teams to meet customer needs and service delivery.
• Identify training, improvement opportunities, and contract renewal inputs.

Skills

Customer communication

SaaS operations

Cross-functional collaboration

Project management

Education

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

Tools

APIs

Monitoring tools

Ticketing systems

Job description

Giesecke+Devrient is seeking a Client Engagement Manager II to support enterprise customers using SaaS and managed services. You will coordinate service performance, readiness, incident communications, and reporting, acting as the primary customer-facing interface with cross-functional teams across Account Management, Solution Sales, Technical Consultants, and Service Delivery.

Strong communication, operational understanding, and technical credibility in SaaS-based environments are required;