Client Engagement Lead

Location: New Jersey - Onsite/Hybrid, Client-Facing

Experience: 5+ years

Employment Type: Full-Time

Role Overview

We are looking for a highly energetic, proactive, and relationship-oriented Client Engagement Lead to serve as a key interface between our internal technical and delivery teams and our client’s business and technology stakeholders.

This is a client engagement and relationship role, not a hands-on technical position. The ideal candidate is a strong people person and go-getter who enjoys building relationships, understanding business priorities, communicating proactively, coordinating across teams and vendors, and driving actions through closure.

A significant part of this role involves working closely with our delivery managers, Pharma Commercial SMEs, technical leads, architects, and delivery teams to continuously build a strong understanding of the client’s Pharma Commercial business, technology landscape, our solutions and services, ongoing initiatives, operational priorities, and organizational culture.

The role will spend approximately 70% of its time working closely with our internal teams to build this understanding and approximately 30% directly engaging with client business and technology stakeholders. The objective is to strengthen our managed services partnership, improve customer satisfaction, proactively identify client needs and improvement opportunities, and expand the value we provide to the client.

The candidate should have a good understanding of enterprise software and Data & Analytics environments to effectively interact with technical stakeholders and work closely with architects and technical leads. Hands-on technical expertise is not required.

This role requires a strong in-person presence. The candidate is expected to work approximately two days per week from our New Jersey office and two days per week at the client location in New Jersey. Candidates must be local to New Jersey or within reasonable daily commuting distance.

Key Responsibilities

Client & Stakeholder Engagement

• Build strong, trusted relationships with client business and technology stakeholders.
• Serve as a key interface between client stakeholders and our technical and delivery teams.
• Proactively engage stakeholders to understand priorities, concerns, expectations, and upcoming initiatives.
• Maintain regular visibility and communication with client stakeholders rather than waiting for issues or requests to arise.
• Manage stakeholder expectations and escalations professionally.
• Ensure client concerns and priorities are understood internally and addressed by the appropriate teams.

Business & Solution Understanding

• Work closely with our Pharma Commercial SMEs, technical leads, architects, delivery managers, and operations teams to continuously build knowledge of the client environment.
• Develop a strong working understanding of Pharma Commercial operations, business processes, data flows, applications, analytics, and managed services supported by our team.
• Understand the purpose and business value of the technical solutions and services delivered by our teams without needing to be a hands-on technical expert.
• Stay informed about ongoing projects, production operations, incidents, enhancements, business requests, risks, and upcoming initiatives.
• Use this knowledge to engage confidently with both client business and technology stakeholders and connect them with the appropriate internal experts.

Client Intake, Communication & Coordination

• Participate in Commercial intake and demand-management discussions to understand new business requests and priorities.
• Ask relevant business and functional questions to understand objectives, urgency, expected outcomes, dependencies, and business impact.
• Connect requests with the appropriate technical leads, architects, business analysts, or delivery teams.
• Obtain project, operational, incident, vendor, and delivery updates from internal teams and translate them into clear, business-friendly communication.
• Proactively communicate important issues, risks, delays, dependencies, progress, and next steps.
• Coordinate across client business teams, client technology teams, internal technical teams, offshore delivery teams, and third-party vendors.
• Follow up persistently on actions and commitments and drive them through closure.
• Facilitate stakeholder meetings, service reviews, MBRs, QBRs, and executive updates in collaboration with the appropriate internal leads.

Client Partnership & Continuous Improvement

• Continuously gather client feedback and understand business needs, pain points, and service expectations.
• Work with internal teams to identify opportunities to improve service quality, responsiveness, operational effectiveness, and customer experience.
• Identify recurring client challenges and opportunities where our teams can provide additional value.
• Bring emerging client needs and potential new initiatives back to internal leadership, SMEs, and technical teams for evaluation.
• Help strengthen the overall managed services partnership, improve customer satisfaction, and support the growth of the client relationship.

Required Experience & Skills

• 5+ years of experience in client engagement, business relationship management, consulting, service delivery, managed services, program/delivery coordination, or a similar client-facing role.
• Demonstrated experience working directly with business and technology stakeholders in enterprise environments.
• Good understanding of enterprise software, Data & Analytics concepts, systems integration, and technology delivery environments.
• Ability to understand technical and data-related discussions at a functional level and translate them into business-focused communication.
• Ability to work effectively with technical leads, architects, business SMEs, data/analytics teams, and delivery teams without being a hands-on technical resource.
• Strong client relationship-building and stakeholder-management skills.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Experience coordinating cross-functional teams and third-party vendors.
• Experience working with onsite/offshore or global delivery organizations.
• Strong organizational skills, ownership, follow-through, and ability to drive actions through completion.
• Ability to work effectively with senior stakeholders and manage escalations professionally.
• Energetic, proactive, persistent, responsive, relationship-oriented, and comfortable working in a fast-paced client environment.
• Must be local to New Jersey or within reasonable daily commuting distance and able to meet the in-person requirements of the role.

Preferred Experience

• Pharma/Life Sciences experience is strongly preferred, particularly exposure to Commercial Operations, Sales Operations, Patient Services, Market Access, Specialty Pharmacy, 3PL, or Commercial Data environments.
• Experience working in Data & Analytics, enterprise applications, managed services, or other technology-enabled business environments.
• Experience coordinating external data providers or other business-critical vendors.
• General familiarity with data integration, data platforms, analytics, reporting, and production-support environments is beneficial.