Engagement Manager

At Penguin Solutions (Nasdaq: PENG) – The AI Factory Platform Company – we’re building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy, and manage AI factories for enterprises, sovereign AI initiatives, and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing, and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services, and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation, and grow through challenging work, continuous learning, and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career, and make a meaningful impact.

Job Overview

You will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. You will be responsible for fostering strong client relationships, driving satisfaction, and promoting the growth and retention of our client base. This role is ideal for an individual who is not only customer-focused but also technical and results-oriented. Reporting to the Engagement Management Center of Excellence Manager, this role will work with Project Management & Professional Services Teams for deployment, and a Managed Services team for ongoing service delivery.

Responsibilities

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
• Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Ensure customer satisfaction by continuously monitoring and assessing the health of client accounts, proactively identifying opportunities for improvement and growth.
• Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.
• Gather and analyze client feedback to drive continuous improvement in service quality. Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.
• Exhibit patience and empathy when dealing with challenging situations; always maintain a professional and friendly demeanor.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field; or equivalent experience
• 5+ years’ experience in technical account management, preferably working with hyperscalers, enterprise companies and/or federal/state government, including at least 3 years in a leadership role.
• 5+ years interfacing with customers including Director, VP, and/or C-suite interactions
• Strong business acumen, understanding customer business models and needs
• Proficiency in MS Office / Google Suite and MS Project / Asana or similar project management software
• Demonstrated ability to lead cross-functional teams
• Comfortable scheduling, managing and running presentations, both remote and onsite, with internal and external senior leaders and team members

Preferred Qualifications

• Professional Certifications such as Six Sigma, ITIL, PMP, etc.
• Working knowledge of HPC/AI systems and components
• Working knowledge of Agile methodologies
• Financial skills (budget planning, invoice reconciliation, understanding of P&L)

Location

Durham, NC

Remote - US

Travel

None

Compensation & Benefits

The base pay range that the Company reasonably expects to pay for this position in the United States is $104,000 - $130,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

Equal Opportunity Statement

We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.