Customer Engagement Manager

Role: Customer Engagement Manager

Location: Onsite/Houston, TX

Fulltime

Who are we looking for?

Overall IT experience, The Customer Engagement Manager (CEM) is the primary onsite engagement leader and client interface, responsible for ensuring end-to-end delivery alignment, stakeholder satisfaction, and value realization across Investment Management and Risk platforms/Investment Banking/Actuarial.

The role acts as a bridge between business stakeholders, portfolio leaders, and delivery teams, ensuring that all AMS, AD, QA, and transformation initiatives are aligned to client priorities, regulatory requirements, and business outcomes

Key Responsibilities

Customer Relationship & Stakeholder Management

• Act as the single point of contact for Group Retirements and Institutional Markets portfolio stakeholders
• Build and maintain strong relationships with:
• IT and business leaders
• Technology and platform owners
• Ensure clear communication, expectation management, and stakeholder alignment

Portfolio Delivery Alignment

• Ensure delivery across:
• Group Retirement – New Business and Inforce portfolios
• Institutional Markets
• Quality Engineering
• Act as the bridge between client stakeholders and delivery teams

Engagement Governance & Reporting

• Drive governance across the portfolio:
• Weekly/Monthly status reporting
• Risk, issue, and action tracking
• Executive dashboards and reviews
• Support governance forums with clear insights on delivery health and performance

Customer Satisfaction & Value Realization

• Own overall CSAT and engagement health
• Ensure services deliver:
• Business value (performance, analytics, regulatory compliance)
• Improved user experience for investment and risk functions
• Capture and act on feedback to continuously improve service quality

Domain Alignment (Group Retirement)

• Develop strong understanding of:
• Group Retirement (OMNI knowledge / experience is a plus)
• Institutional Markets
• Use domain insights to drive meaningful engagement and decision-making

Cross-Functional Coordination

• Align across:
• AMS (run/stability)
• AD (enhancements, regulatory changes)
• QA (quality and release assurance)
• CTO/ATO (technology and architecture)
• Ensure seamless execution across run–change–transform lifecycle

Demand Shaping & Growth

• Identify opportunities for:
• Data platform enhancements
• Analytics and AI use cases
• Automation and cost optimization
• Partner with Account Leadership to drive expansion and value-led growth

Required Skills & Experience

Domain Expertise

• Group Retirement
• Institutional Markets

Functional Skills

• Client engagement & stakeholder management
• AMS / AD delivery management
• Governance and escalation management

Leadership Skills

• Executive communication and influencing
• Cross-functional coordination
• Problem solving and decision-making

Behavioral Competencies

• Customer-first mindset
• Strong ownership and accountability
• Proactive risk identification
• Outcome-driven execution

Qualifications & Experience

• Bachelor’s degree in Business, Engineering, or related field (MBA preferred)
• Typically 10 –15 years of experience in customer engagement, delivery, or consulting
• Proven experience managing:
• Digital transformation programs
• AI / Data / Analytics initiatives
• Enterprise client relationships

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Mohd Abid Rafie

Next Level Business Services, Inc.