Strategic Client Engagement Lead

Gaddr; Colorado; On-site; USD 109,000 - 141,000; Full time

Job summary

Connection is seeking a Client Engagement Manager to lead a team of 1–10+ on-site Infrastructure Technicians and Engineers, acting as the primary client contact and trusted advisor. You will ensure services meet contractual SLAs, monitor metrics, and coordinate with internal teams to deliver high-quality outcomes.

The role emphasizes growth through upsell, cross-sell, and renewals, while maintaining strong relationships with executives and stakeholders across the client’s business.

Qualifications

• 10+ years of similar type experience
• Client Relationship Management: Ability to build trust, influence stakeholders, and maintain executive-level relationships
• Strategic Communication: Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs)
• Consultative Selling: Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model)
• Project & Program Management: Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment
• Problem Solving & Critical Thinking: Quickly assess issues, identify root causes, and implement effective solutions
• Negotiation & Conflict Resolution: Handle escalations, manage expectations, and drive mutually beneficial outcomes
• Lead Through Challenges: Maintain composure and direction during escalations or high-pressure situations

Responsibilities

• Client Relationship Management: Serves as the primary point of contact for assigned clients
• Builds and maintains strong, long-term relationships with key stakeholders
• Acts as a trusted advisor aligned to the client’s business goals
• Service Delivery Oversight: Ensures services are delivered in alignment with contractual obligations and SLAs
• Monitors performance metrics and address gaps proactively
• Coordinates with internal teams to ensure consistent, high-quality delivery
• Growth & Retention Strategy: Identifies upsell and cross-sell opportunities aligned to client needs
• Supports account growth initiatives and contribute to revenue targets
• Drives client satisfaction and retention through proactive engagement
• Managerial: Leads and manages a team of 1–10+ on-site Infrastructure Technicians and/or Engineers
• Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations
• Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength
• Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments
• Drives a culture of accountability, continuous improvement, and employee engagement within the team
• Cross-Functional Collaboration: Partners with sales, technical, and operations teams to align on client strategy
• Ensures seamless communication and execution across all stakeholders
• Issue & Escalation Management: Acts as the point of escalation for client concerns
• Drives timely resolution of issues through coordination with internal teams
• Maintains client confidence during challenging situations

Skills

Client relationship management

Strategic communication

Consultative selling

Project & program management

Problem solving & critical thinking

Negotiation & conflict resolution

Lead through challenges

Job description

Connection is seeking a Client Engagement Manager to lead a team of 1–10+ on-site Infrastructure Technicians and Engineers, acting as the primary client contact and trusted advisor. You will ensure services meet contractual SLAs, monitor metrics, and coordinate with internal teams to deliver high-quality outcomes.

The role emphasizes growth through upsell, cross-sell, and renewals, while maintaining strong relationships with executives and stakeholders across the client’s business.