Client Engagement Manager

Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels. Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection. Role Overview The Client Engagement Director is a critical client-facing position, responsible for ensuring bank and credit union clients are satisfied with the quality of their Candescent solutions, and performance of Candescent teams. The Client Engagement Director will serve as their clients’ primary point of contact, and lead the end-to-end delivery of complex, high-impact digital banking and branch transformation initiatives. To be successful, they must build strong working relationships with client leaders, act as their trusted advisor, clearly communicate plans and commitments, orchestrate committed work across Candescent teams, and regularly report progress. To be effective, the Client Engagement Director must closely collaborate with the Candescent Digital Strategy Manager (DSM) responsible for formulating strategies that match client needs with Candescent capabilities, Project Managers responsible for executing delivery projects on time and with quality, and Support Advisors responsible for ensuring health and stability of Candescent solutions. They will be accountable for ensuring a seamless client experience while managing timelines, budgets, and dependencies internally and externally. The ideal candidate will be an organized, experienced, proactive professional, capable of communicating and collaborating at senior levels, skilled at formulating and leading large programs and complex engagements, and experienced coordinating across teams and prioritizing work in a fast-paced start-up style / private equity environment. Key Responsibilities Client Relationship Management Serve as the main point of contact for assigned banking clients, building and maintaining trusted relationships with key stakeholders, including senior executives. Understand clients’ business objectives, challenges, and strategic goals to align our software solutions with their needs. Proactively address client concerns, provide timely solutions, and ensure a high level of client satisfaction and trust. Act as a client advocate within the company, ensuring client feedback is communicated and considered in product development and service improvements. Contribute client feedback to product roadmap planning and serve as a voice of the customer in internal forums. Support the DSM in identifying cross-sell, upsell, and co-innovation opportunities, driving long-term account growth. Project Oversight and Delivery Own program-level delivery oversight, including defining scopes, managing implementation plans, setting timelines, and coordinating internal and client-side resources. Monitor and manage project timelines, budgets, and deliverables to meet or exceed client expectations. Lead cross-functional project teams, collaborating across Product, Engineering, Support, and Operations to ensure seamless delivery from onboarding through expansion. Act as a program escalation point, quickly resolving delivery challenges and communicating impact and solutions to senior stakeholders. Performance Monitoring and Reporting Oversee key technical implementations including core banking integrations, teller system upgrades, and digital self-service launches. Prepare and present regular account reviews to clients and internal stakeholders, highlighting successes, challenges, and opportunities for further alignment and growth. Monitor and analyze delivery metrics such as on-time/on-budget, backlog of support issues, mean time to resolution, and client satisfaction scores (CSAT, NPS). Facilitate executive-level touchpoints (QBRs, roadmap reviews, check-ins) with the DSM to align on client strategy, delivery progress, and value realization. Actively track account health, risks, and project dependencies using CRM and collaboration tools; deliver insights to internal stakeholders and clients while mitigating risks and escalating issues as needed to maintain project momentum Required Qualifications Bachelor’s degree in Business, Finance, or a related field; a Master’s degree is a plus. Executive presence and excellent communication skills, capable of interfacing with C-level executives and translating technical details into business value. 6–8+ years of experience in enterprise client leadership, program management, engagement management, or implementation delivery in SaaS, fintech, or financial services technology. Proven track record of leading multi-phase, large enterprise cross‑functional programs involving technical implementation, stakeholder management, and post‑launch support. Ability to manage competing priorities and multiple complex programs simultaneously, while delivering high levels of client satisfaction. Strong understanding of core banking platforms, SSO/API integrations, digital onboarding, and teller infrastructure upgrades. Deep knowledge of financial services, digital transformation, and customer experience trends in both retail and commercial banking environments. Expertise in project delivery methodologies (Agile, Waterfall, or hybrid), and tools like Jira, Asana, MS Project, and Salesforce. Hands‑on experience with successful frameworks like Gainsight, customer journey mapping, and account health tracking. Proficiency in project management and the ability to coordinate cross‑functional teams. Analytical mindset with strong problem‑solving skills and attention to detail. Ability to travel as needed to meet with clients and attend industry events. Statement to Third Party Agencies To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes. #J-18808-Ljbffr Candescent