← All roles

Customer Engagement Manager

Ema· Product Management & Design
Apply on company site
India - BengaluruFull-timePosted 7mo ago

About the role

The Customer Engagement Manager owns a portfolio of strategic enterprise accounts end-to-end, acting as the single point of accountability for engagements, outcomes, relationships, and growth. Role emphasizes delivery orchestration, outcome ownership, executive stakeholder leadership, and commercial expansion in an enterprise AI delivery context.

Responsibilities

  • Own your accounts end-to-end: every engagement, every outcome, every relationship. Everything good or bad stops with you.
  • Be the single point of contact the customer calls for any problem — delivery, quality, adoption, escalation, or expansion.
  • Maintain a holistic view of each account: engagement status, risk exposure, opportunity pipeline, and the customer’s strategic priorities for the quarter.
  • Run account planning: engagement roadmaps, resource forecasting, risk assessment, and growth strategy.
  • Staff and direct delivery teams across your accounts.
  • Oversee delivery quality across all engagements: review solution architectures, attend go-live rehearsals, ensure evaluation rigor.
  • Manage cross-engagement dependencies within an account.
  • Serve as the delivery escalation point: join war rooms, coordinate fixes, and communicate resolution to the customer.
  • Review architectures and ensure go-live readiness without writing code, leveraging orchestration and judgment.
  • Own post-go-live outcomes: adoption, ROI, accuracy, and user trust.
  • Run regular usage readouts: AI deflection rates, false positive/negative trends, HITL escalation patterns, user bypass rates, trust signals.
  • Differentiate product gaps from process/training/expectation gaps; drive continuous improvement cycles.
  • Communicate outcomes in business language with action plans.
  • Run QBRs with VP/C-level stakeholders; facilitate alignment during internal politics; handle escalations with credibility.
  • Grow the book through outcome-driven expansion and co-sell with Sales.
  • Partner with Product and Core Engineering to translate customer feedback into actionable roadmap discussions.
  • Coach engineers and implementation managers; build reusable account-level assets.

Qualifications

  • 15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
  • 5+ years owning enterprise accounts end-to-end: delivery, outcomes, relationship, and growth.
  • Track record managing or directing delivery teams (Engineering Leads, TPMs, consultants).
  • Post-go-live outcome ownership: measured ROI, tracked adoption, pursued continuous improvement, rebuilt trust after issues.
  • Commercial accountability: grew account revenue through outcome-driven expansion.
  • Enterprise stakeholder management at VP/C-level across multiple concurrent accounts.
  • Production track record with scale and accountability beyond POCs.

Skills

Required:Account ownershipDelivery orchestrationExecutive stakeholder managementCommercial growth
Nice to have:Architectural judgmentIndustry familiarity

Benefits

  • Compensation offered determined by location, level, knowledge, skills, and experience.
  • Potential eligibility for variable compensation, equity, and benefits.
  • Equal opportunity employer statement included.
Last updated Oct 8, 2026. Interested? Apply on the company site.
Ema logo

About Ema

One employee Infinite roles

Ema, a Universal AI Employee, is the leading enterprise partner for building and deploying AI Agents across all roles and industries

AI EmployeeAI AgentsEnterprise AIAutomation
Company profileWebsite

More open roles at Ema