Customer Engagement Manager

Toshiba Global Commerce Solutions is seeking a customer-focused and technically fluent Customer Engagement Manager to represent Toshiba across one or more customer engagements of small-to-moderate complexity. This role owns the customer relationship throughout the delivery lifecycle, ensuring customer expectations align with delivery plans while maintaining visibility into project health, financial performance, and delivery risks. Serving as the primary bridge between the Technical Project Manager/Engineering Manager-led delivery team and the customer, the Customer Engagement Manager translates technical delivery activities into business outcomes while communicating customer priorities back into delivery planning. This position develops commercial, financial, and relationship management expertise while building a strong understanding of customer solution architectures, application flows, integration points, operational dependencies, and technical risks to ensure successful delivery outcomes. Qualifications Education Bachelor's degree in Computer Science, Computer Engineering, or a related field, or an equivalent combination of education and experience. Associate degree or equivalent combination of education and experience will be considered. Experience 8+ years of experience in customer engagement, technical program management, project management, or a related customer-facing technology role. Areas of Expertise & Special Skills Solid customer relationship management skills with the ability to manage expectations and maintain trust across one or more concurrent engagements. Proficiency in tracking project financials, including budget versus actuals, invoicing, and margin awareness. Strong skills in risk and issue identification, escalation, and resolution from a customer-impact perspective. Ability to partner effectively with Technical Project Managers and Engineering Managers, translating delivery status into business-relevant customer communication. Familiarity with contract and scope terms sufficient to recognize potential scope, commercial, or change-order implications. Effective verbal and written communication skills for customer-facing reporting, meetings, and escalations. Commercial fluency, applying an understanding of customer goals and success criteria to strengthen engagement health. Excellent problem-solving and analytical skills. Working knowledge of end-to-end solution stacks, including application components, integration flows, data movement, environments, deployment dependencies, and operational handoffs. Ability to anticipate problems by understanding technical dependencies, customer workflows, implementation sequencing, and upstream and downstream impacts. Ability to translate technical risks, architecture constraints, and delivery dependencies into clear customer-facing communication and actionable mitigation plans. Strong systems-thinking skills, with the ability to connect customer requirements, solution design, delivery execution, support readiness, and customer outcomes. Ability to coach junior Technical Program Managers and build collaborative working relationships with Engineering and Business Analyst teams. Responsibilities Customer Relationship Management Own the customer relationship for one or more small-to-moderate complexity engagements, representing Toshiba and ensuring customer expectations align with delivery plans. Project Health & Delivery Oversight Monitor and report on project health, partnering with the Technical Project Manager to ensure delivery remains on schedule, within scope, and within budget from the customer's perspective. Track project financials, including budget versus actuals, invoicing accuracy, and margin. Proactively identify and escalate financial variances and commercial risks. Technical Partnership & Risk Management Partner with Technical Project Managers, Engineering Managers, Architects, and Business Analysts to understand the technical makeup of the solution stack, critical application flows, integration points, dependencies, and operational environments. Use this understanding to anticipate delivery risks, identify emerging issues early, and drive mitigation before customer impact occurs. Customer Communications Lead regular customer communication, including status reporting and project review meetings. Ensure delivery progress, milestones, risks, and business impacts are clearly understood by customer stakeholders. Support continuous improvement initiatives across customer engagement practices. Coach and mentor junior Technical Program Managers on customer relationship management, financial stewardship, and engagement best practices. The Customer Engagement Manager is responsible for maintaining the financial health of customer programs across multiple workstreams by monitoring budgets, forecasts, resource alignment, invoicing accuracy, and margin performance. The role provides leadership with clear visibility into program profitability, financial variances, and commercial risks. Complexity The Customer Engagement Manager manages customer engagements with multiple cross-functional dependencies requiring strong customer relationship management, financial oversight, operational coordination, technical awareness, and risk management. While not responsible for designing the solution, this role must possess sufficient technical fluency to understand solution architecture, application flows, integration points, environments, operational dependencies, and delivery impacts. Success in this role requires translating technical complexity into clear business communication, proactively identifying risks before they affect customers, and providing leadership with reliable visibility into delivery performance, customer health, technical dependencies, emerging risks, and opportunities. ABOUT THE COMPANY Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader. The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy. Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following: Group health coverage (medical, dental, & vision) Employee Assistance Programs Pre-tax spending accounts 401(k) plan (with company match) Company provided life insurance Pet Insurance Employee discounts Generous paid holiday schedule, paid vacation & sick/personal days EEO Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email View email address on click.appcast.io to request an accommodation. DIVERSITY, EQUITY & INCLUSION We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We’re passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future. EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) #J-18808-Ljbffr