Engagement Manager (Customer Relationship & Opportunity Framing)
Location : Bangkok/Thailand
Role Summary
The Engagement Manager is the trusted point of contact for our strategic customer, accountable for building enduring executive relationships, translating customer priorities into actionable roadmaps, and shaping new opportunities that deliver measurable business outcomes. This role orchestrates crossfunctional teams to ensure customer success, contract health, and sustainable account growth.
What You'll Achieve
- Strengthen relationships with key stakeholders (business & IT) and become a goto advisor for priority initiatives.
- Grow the account by shaping a qualified pipeline and converting framed opportunities into signed statements of work (SOWs).
- Improve delivery and value realization through proactive governance, outcomes tracking, and continuous improvement.
- Increase advocacy (CSAT, references, case studies) by demonstrating impact on customer KPIs.
Key Responsibilities
1) Customer Relationship Leadership
- Own the relationship map across CXOs to drive a regular cadence of QBRs/MBRs and executive checkins.
- Serve as the singlethreaded leader for issues, escalations, and risk navigation, ensuring transparent communication and swift resolution.
2) Opportunity Identification & Framing
- Continuously scan account signals (strategy shifts, product launches, regulatory change, cost pressures) to identify opportunity spaces.
- Lead opportunity framing: problem statement, value hypothesis, success metrics, solution outline, delivery approach, and business case (TCV/ACV, ROI/NPV).
- Qualify opportunities using frameworks such as MEDDIPCC; maintain healthy pipeline hygiene in CRM.
- Orchestrate solutioning with architects and practice leaders, shape credible SOWs, estimates, assumptions, and risk mitigations.
- Partner with finance & legal on commercials, pricing, and terms that balance customer value with healthy margins.
3) Stakeholder & Ecosystem Orchestration
- Align internal teams (solution/practice, delivery, product, data & AI, security, cloud, support) behind a cohesive account plan.
- Coordinate with alliances/partners where relevant to enhance solution value and timetoimpact.
- Ensure compliance with InfoSec, privacy, and regulatory requirements.
Qualifications & Experience
- 1015+ years in clientfacing roles (Engagement Management, Customer Success, Consulting, Account/Program Management) in technology or services organizations.
- Proven record of growing revenue within existing customers and converting framed opportunities into signed work.
- Experience facilitating executivelevel conversations, value discovery, and complex solution shaping.
- Familiarity with SOWs/MSAs, commercials, and deal structures (T&M, fixedprice, managed services, outcomesbased).
Competencies & Skills
- Relationship building & executive presence: credibility with senior stakeholders; consultative and outcomeoriented.
- Opportunity framing & storytelling: synthesize business goals, data, and solution options into a crisp value narrative.
- Commercial acumen: pricing levers, margin drivers, business case & ROI modeling; basic contract literacy.
- Delivery literacy: Agile/Scaled Agile, bi-modal IT, risk/issue/change management, benefits realization.
- Analytical & strategic thinking: identify themes, quantify impact, and prioritize bets in an account plan.
- Communication: clear writing, compelling presentations, and facilitation of workshops and steering forums.
- Tools: MS Office
- Nice to have: Industry experience in Telecom and/or data & AIenabled transformation.
Success Measures (KPIs)
- Relationship Health: executive coverage/engagement, governance, cadence adherence, CSAT, referenceability.
- Growth: Qualified pipeline ($), win rate, TCV/ACV, revenue growth %, share of wallet, forecast accuracy.
- Commercial Health:gross margin, change order discipline, DSO/revenue leakage control.
- Delivery & Value: milestone adherence, risk burndown, value realization against agreed outcome metrics.
- Quality & Compliance: audit/contract compliance, InfoSec/privacy adherence, zero critical escalations.
Typical Day / Week
- Executive checkins, roadmap reviews, and value realization updates with customer sponsors.
- Opportunity framing sessions with solution architects and practice SMEs; refining business cases and SOWs.
- Internal account plan standups; coordinating health of delivery with program leads.
- CRM pipeline updates; prepping for QBR/MBR with insights and nextbestactions.
- Drafting narrative decks, proposals, and commercial options.
Education
Bachelor's degree in business, Engineering, or related field; MBA or equivalent is a plus.
Reporting Line
Reports to Client Partner / Account Director, works closely with Solution/Practice Leads and Delivery Leadership.
