Strategic Client Engagement Lead, SaaS & IoT

Giesecke & Devrient GB Ltd.; Atlanta, Northern (GA, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

401K with employer match

Paid time off

Paid holidays

Parental leave

Short-term disability

Long-term disability

Life insurance

Education assistance

And more

Job summary

Giesecke+Devrient Mobile Security America, Inc. in Atlanta, GA seeks a Client Engagement Manager II to coordinate enterprise customer services for SaaS and managed solutions.

You will work closely with account management, technical teams, and finance to ensure delivery with quality and transparency. The role emphasizes customer communication, operational discipline, and technical credibility in OTA/eSIM services, with project management experience considered a strong plus.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field and at least 5 years of customer-facing experience in client engagement management or service management.
• Experience supporting SaaS or managed service platforms, including onboarding, integrations, monitoring, and SLA performance.
• Knowledge of OTA, eSIM, Remote SIM Provisioning, GSMA-aligned services, and customer-facing operational support.
• Strong operations experience with incident, problem, change, release governance and service reporting.
• Excellent customer communication, ability to lead calls and reviews, and document decisions.

Responsibilities

• Serve as the primary Service Delivery & Operations contact for incidents, SLA topics, and service performance with assigned customers.
• Support SaaS and managed service governance, including service reviews, KPIs, readiness, and incident trends.
• Maintain proactive, professional customer communication during reviews, incidents, escalations, and follow-ups.
• Apply knowledge of SaaS, OTA, eSIM, GSMA-aligned services, and APIs to support customer engagement.
• Prepare and review customer-facing incident, RCA, SLA, and service performance reports.
• Monitor and communicate service performance, risks, and improvement actions to customers and stakeholders.
• Coordinate with internal teams to support customer needs and service delivery.
• Assist onboarding, transition, launch, and steady-state operations for SaaS customers.
• Identify training needs, improvement opportunities, and expansion or renewal signals for follow-up.

Skills

Customer communication

SaaS / Managed services

OTA / eSIM / Remote SIM Provisioning

Project management

Cross-functional collaboration

Operational governance

Education

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

Job description

Giesecke+Devrient Mobile Security America, Inc. in Atlanta, GA seeks a Client Engagement Manager II to coordinate enterprise customer services for SaaS and managed solutions.

You will work closely with account management, technical teams, and finance to ensure delivery with quality and transparency. The role emphasizes customer communication, operational discipline, and technical credibility in OTA/eSIM services, with project management experience considered a strong plus.