该职位来源于猎聘 What would you do?: The Client Engagement Manager is responsible for ensuring client satisfaction through end-to-end day-to-day support for client service and business development. The Client Engagement Manager primarily operates out of Client facility and acts as the face of LTIMindtree to our Clients in managing client relationships, program governance, account growth, operational matters and resourcing.
What are we looking for? Role Qualification:
- Work Location: Shanghai (weekly client site across Shanghai for 1 or 2 days, LTIMindtree Shanghai office and 2 days minimum at a client office near Shanghai)
- Native Chinese, Bachelor's degree
- 8-10 years of relevant working experience in IT services companies for managing Clients and projects delivery
- Exposure to technologies in Digital, ERP, CRM, Data and Cloud.
- Working experience in Fixed price programs, Service delivery, ITIL framework, PMP processes
- Program/Project escalation management experience and People management skills
- Multi-cultural environment, ability to work with global peers including offshore teams.
- Excellent communication, presentation skills in English
- Familiar with the sales process | Proposal response, proposal defense, SoW, Pricing, contracting
- Operational aspects | Revenue tracking, margin, Process improvements, billing/invoicing and receivables
- Hiring for the projects by collaborating, coaching the Talent Acquisition team
- Lead the team to consistently meet SLA targets while upholding high standards of professionalism
- Ability to manage team in critical situations and drive holistic engagement.
Detailed Responsibilities
- Client Engagement & Relationship Management
- Serve as the major point of contact for client stakeholders across managed accounts for projects delivery to ensure client satisfaction.
- Build and maintain strong, trust-based relationships with client leadership, including regular cadence meetings and executive updates.
- Proactively identify client needs and align LTIMindtree's services to meet evolving expectations.
- Establish mechanisms for regular client feedback and satisfaction tracking.
- Serve as a reliable bridge between LTIMindtree and client stakeholders, fostering long-term partnerships.
- Co-ordinate between client facing and operations teams to resolve client issues/escalations.
- Business Ownership & Account Growth
- Account growth, profitability and operational metrics.
- Own the business outcomes of service delivery, navigating matrix structures with initiative and clarity.
- Use delivery touchpoints to expand collaboration and deepen client relationships.
- Maintain regular updates with leadership and escalate issues with clarity and context.
- Resource & Team Management
- Recruit or allocate appropriate delivery resources based on project scale and complexity. Ensure team availability and readiness.
- Motivate and manage the team, fostering collaboration and accountability. Set clear goals, provide support, and foster a high-performance culture.
- Handle underperformance or transitions with professionalism and client-centricity.
- Promote harmony, stability, and growth within the account delivery team.
- Delivery Governance
- Collaborate with the delivery teams to ensure the projects are progressing well as per Client needs, SOWs
- Proactively manage risks (Delivery, resource) and ensure adequate mitigation plans are in place
- Delivery governance with Clients