Client Engagement Manager

Client Engagement Manager

Position Description
The CGI Global Technology Operations Organization is seeking a senior Client Engagement Manager with strong service delivery and project management experience to cover a book of business within the GTO portfolio. The primary focus of this role will be to manage existing cloud and hosted steady state accounts within the portfolio under the direction of the Portfolio Lead.

Location and work schedule: Onsite at the client location in Nashville or CGI office in Franklin, Tennessee Monday – Friday.

This role requires that the CEM be available for on call escalations 24x7 in the event of outages related to the book of business.

The position of Client Engagement Manager will join the Client Engagement organization which is continuing to grow rapidly and expand its' client base. The Client Engagement Manager will work with a team of professionals with skillsets ranging from administrative to senior technical experts. Opportunities within Client Delivery for this perspective member are vast if the candidate is ambitious and values the relationship of our clients.

Your future duties and responsibilities
• Ability to act as single POC for one or multiple clients; managing day-to-day relationships, providing insight into CGI offerings, new technology opportunities, communicate regularly with C Level executives, participate in all client meetings and be available on a 24/7 basis. This role must be able to articulate the "CGI way" while also delivering sometimes negative messages in a diplomatic way.
• Ability to manage escalations, outages, significant issues/concerns while working closely with internal members engineers and providing consistent communications to clients.
• Ability to work independently, be a forward-thinking individual and provide as much foresight and advanced notice into potential issues negatively impacting CGI.
• Knowledge and ability to contribute to the publication of such internal and external documents as Operational Frameworks, SLA metrics, billing reports, SOW's, Incident Reviews, P&L reports and change requests.
• Ability to work closely with the Sales and Business Engineering groups in generating and reviewing cost models, participating in cost model review sessions, presenting proposals to clients and accurately forecasting "wins".
• Ability to work closely with the PMO on existing and future projects; resource and budget planning, health check report generation and be accountable for timely delivery and overall success.

Required qualifications to be successful in this role
• Must have account and client management experience.
• Knowledge and ability to contribute to the publication of such internal and external documents as Operational Frameworks, SLA metrics, billing reports, SOW's, Incident Reviews, P&L reports and change requests.
• Candidate to be extremely detail oriented especially with respect to budgetary issues and forecasting. Must understand P&L reports, impact of budget over/under run, timekeeping reports, change requests and additional (add on) statements of work.
• Knowledge of internal processes with relation to infrastructure (AWS Cloud, UNIX, Wintel, HD, etc.) and ability to work with cross functional teams while providing continuous support and primary POC for internal and external client base.
• Ability to participate and add value in internal and external sessions such as Annual Technology Plan, Executive Steering Committees, Metric Reviews, Change Administration Board meetings, audits, data center tours and client visits.
• Ability to fully manage/oversee any yellow/red accounts, generate corrective action plans and bring account(s) back to green as aggressively as possible.
Other Information:
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $113,300.00 - $198,400.00.
CGI's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

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