Client Engagement Manager

Job Description - Client Engagement Manager About Clear The journey of simplicity throughout the last decade has urged us to make things clear so that theyre easier done than said. Clear, today, is Indias leading fintech SaaS platform, serving 3K+ enterprises, 6L+ SMEs, and 5M+ individuals with our ITR, GST, e-Invoicing products, and more. Founded in 2011, the decade-long journey of Clear defines growth. Starting with just 3 tech products related to tax and filing, we now build mobile and web-based SaaS products for invoices, taxes, payments, and credit, augmenting them with strong advanced analytics and artificial intelligence. As a Series C funded startup with a robust team of 1000+ members, we continue to evolve into a world of new financial solutions. Clear forayed into the world of Supply Chain SaaS 18 months ago. A start-up within a start-up, supply chain has carved out its own niche within the org. We are building a global product in the procure to pay realm catering to mid to large enterprises About Role As a Client Engagement Manager, you will play a pivotal role in driving impactful outcomes for our enterprise clients and in ensuring successful implementation of Clear s Supply Chain Suite SaaS Solution. You will manage complex, multi-year projects from inception through completion, ensuring that client needs are met with the highest standards of service. You will be the key partner in aligning our solutions with the clients business objectives, driving successful outcomes while managing day-to-day operations and client relationships. In this individual contributor role, you will lead cross-functional teams, influence internal and external stakeholders, and report directly to senior leadership.The role involves travel up to 30%, based on project needs. Role Responsibilities 1. Client Engagement Project Ownership End-to-End Management: Own the planning, execution, and delivery of enterprise-level technology solutions. Oversee the entire project lifecycle, including business analysis, requirements gathering, solution design, implementation, testing, and post-delivery support. Program Management: Develop and manage detailed program plans, ensuring alignment with the Statement of Work (SoW) and business objectives. Monitor and drive progress, managing resources, budgets, timelines, and scope to ensure successful delivery of all milestones. Onboarding Implementation: Lead the client onboarding process, create tailored implementation plans, and ensure smooth adoption of the solution. Continuously guide the client through the process to ensure long-term success. Risk Management: Proactively identify, manage, and mitigate project risks. Escalate issues to internal teams and clients as necessary and ensure prompt resolution. 2. Relationship Management Customer Satisfaction Client Relationship Building: Build and maintain strong, transparent relationships with senior executives and key stakeholders at client organizations. Serve as the main point of contact for all client inquiries, concerns, and feedback. Expectation Management: Set right expectations with clients regarding deliverables, timelines, scope, while managing client feedback and ensuring alignment with their goals. Value Demonstration: Demonstrate the value of our solutions through data-driven insights, showcasing ROI and how our solutions contribute to the client s business success. 3. Leadership Cross-Functional Collaboration Cross-Functional Team Leadership: Lead internal teams, including Account Management, Customer Success, Product Managers, Engineers, and Integration Developers, ensuring alignment across functions to meet client objectives. Workshops Technical Discussions: Facilitate workshops and technical discussions to understand client requirements, address challenges, and refine the solution design. Drive strategic discussions that enhance business processes and help with Clear s solution implementation. 4. Reporting Continuous Improvement Client Reporting: Provide regular updates and insights to both clients and internal teams through Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR). Track and report on the progress of deliverables, addressing any obstacles or roadblocks. Continuous Improvement: Analyze project progress, identify improvement opportunities, and implement best practices to enhance project delivery and client satisfaction. Skills and Qualifications Must have : Bachelor s degree in Computer Science or IT and MBA 5+ years of proven experience in technology consulting/ Large-scale technology transformation projects / Enterprise SaaS Solution implementations Strong program management skills, with the ability to develop and execute detailed plans Experience leading cross-functional teams through influence Excellent interpersonal skills, with the ability to build CXO level relationships and influence key stakeholders at all levels of the organization. Excellent written and verbal communication, with proficiency in developing CXO level communications (using Power Point, Excel and Word) Strong problem-solving skills with an ability to navigate challenges and provide solutions in a client-centric manner. Practical knowledge in defining core elements of an engagement (scope, approach, timeline, deliverables, level of effort) within a formal contract framework (contract terms, SOW, Change Request, etc.) Business/Financial acumen, experience managing budgets, resources, and costs. Proven ability to independently structure and manage engagements Good to have : Solid understanding of SaaS solution implementation and system integrations for enterprise clients Prior experience in Source-to-pay/ Procure-to-Pay technology solutions implementation