Engagement Manager

Introduction About SymphonyAI Financial Services SymphonyAI Financial Services is on a mission to make the financial system safer. We combine more than 25 years of financial crime expertise with advanced AI to help financial institutions detect risk, fight financial crime, and navigate an increasingly complex regulatory environment. We are reimagining financial crime compliance around connected risk intelligence, agent led workflows, and embedded governance, helping institutions strengthen controls, reduce manual effort, and adapt as risks evolve. About The Role Strong client engagement turns technology investments into measurable business outcomes. That’s where you come in. As a Client Engagement Manager, you’ll own a portfolio of strategic customer engagements, driving adoption, value realisation, expansion, and renewal across the full customer lifecycle. You’ll balance customer success priorities with project delivery excellence and commercial performance, ensuring engagements achieve measurable outcomes while meeting revenue, profitability, scope, and timeline commitments. You’ll work with senior customer stakeholders and lead cross-functional teams across Sales, Pre-Sales, Product, and Professional Services. This is a senior, customer-facing role where you’ll shape engagement strategy, resolve complex delivery challenges, strengthen executive relationships, and build scalable approaches that improve customer and commercial outcomes. Job Description Responsibilities Own strategic customer engagements. Lead a portfolio of customer engagements with accountability for adoption, value realisation, services bookings, revenue delivery margins, expansion opportunities, and renewal support. Drive customer success. Put customer outcomes at the centre of each engagement, aligning success and services activities with the TSIA LAER model across Land, Adopt, Expand, and Renew. Turn goals into measurable outcomes. Define customer success plans, value hypotheses, adoption programmes, enablement paths, usage milestones, and success measures. Lead cross-functional delivery. Direct cross-functional teams to design and implement solutions, services, and adoption programmes that accelerate time to value and sustainable usage. Make customer health visible. Monitor adoption, health scores, time to value, NPS, CSAT, expansion, and renewal indicators, intervening proactively when risks or blockers emerge. Deliver commercial results. Manage services bookings, revenue, budgets, margins, scope, timelines, and profitability across the assigned portfolio. Shape new engagements. Consult with customers to refine desired outcomes, scope, requirements, costs, timelines, and benefits, and lead the development of outcome-based statements of work. Resolve complex challenges. Lead the resolution of resource constraints, scope changes, delivery risks, change management issues, and adoption barriers while maintaining customer trust. Partner across the business. Work closely with Sales, Pre-Sales, Product, and Professional Services colleagues to support customer success, business development, and growth. Build executive relationships. Develop trusted relationships with senior customer stakeholders that strengthen satisfaction, advocacy, expansion, and renewal. Scale successful practices. Create repeatable service offerings, playbooks, templates, and LAER-aligned engagement patterns that improve customer experience and commercial performance. Build customer advocacy. Help customers demonstrate measurable value and develop reference customers, business success stories, and case studies. Provide portfolio leadership. Establish strong governance, communicate portfolio performance, and provide clear visibility of progress, risks, commercial outcomes, and required decisions. Help others grow. Guide project and engagement teams, share customer success and delivery practices, and strengthen engagement management capability across the organisation. You may be a good fit if you have At least 10 years of relevant experience across customer success, consulting, services delivery, and project or programme management. A strong customer success mindset with experience driving adoption, value realisation, expansion, and renewal across the customer lifecycle. Portfolio leadership experience with accountability for multiple customer engagements, commercial performance, delivery quality, and customer outcomes. Commercial management experience covering services bookings, revenue, margins, budgets, forecasting, expansion opportunities, and renewal support. Executive stakeholder management skills. You can advise, influence, challenge, negotiate with, and build trusted relationships with senior customer leaders. Strong programme and project leadership. You can turn desired customer outcomes into structured, phased programmes with clear governance, milestones, and success measures. Experience shaping services engagements. You can estimate effort, define scope, and develop outcome-based, fixed-scope, or value-aligned statements of work. Customer success governance experience including success planning, QBRs, EBRs, risk management, health monitoring, and continuous improvement. Data and AI domain knowledge with experience helping customers realise business value from data, analytics, and AI solutions through production implementation. Experience with modern SaaS platforms and on-premise solutions, including Agile and iterative delivery approaches that create frequent value checkpoints. Strong communication skills. You can translate complex delivery, commercial, and technical considerations into clear decisions and actions. An ownership mindset. You take accountability for customer, delivery, and commercial outcomes while knowing when to escalat material risks and decisions. A bachelor’s degree in business, technology, or a related field, with formal project management accreditation. Strong candidates may also have Experience working with the TSIA LAER model or a similar customer lifecycle framework. Agile or additional project and programme management certifications. Experience leading strategic engagements for global enterprise customers. Experience developing scalable professional services offerings, playbooks, and delivery models. Experience creating reference customers and case studies based on measurable business value. Experience supporting business development, account growth, expansion, and renewals. Experience working with enterprise data, analytics, AI, or financial services solutions. Diversity & Inclusion Statement: We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply. About Us SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries. #J-18808-Ljbffr SymphonyAI