Deskripsi Pekerjaan
Are you a dynamic leader with a proven ability to build lasting client relationships and drive strategic growth in the technology sector? We are seeking a highly skilled and strategic Engagement Manager to join our team in Kuala Lumpur. In this pivotal role, you will be responsible for nurturing key customer relationships and ensuring the seamless delivery of our contracted Information & Communications Technology (ICT) services.
As a trusted advisor to our clients, you will bridge the gap between business objectives and technical execution. You will take ownership of the entire client lifecycle—from onboarding and strategic account planning to performance reviews and expansion strategies. Collaborating closely with project managers, solutions architects, and technical delivery leads, you will ensure our solutions consistently exceed expectations and drive long-term partnerships.
The ideal candidate possesses strong commercial acumen, deep ICT industry knowledge, and a passion for solving complex problems. This is an exciting opportunity to make a tangible impact within a dynamic organization, directly influencing client success and business growth.
Tanggung Jawab
- Serve as the primary client relationship manager for a portfolio of strategic ICT accounts, ensuring exceptional service delivery and high levels of satisfaction.
- Drive the end-to-end delivery of managed services and technology projects, aligning outcomes with SLAs, KPIs, and client business goals.
- Develop and execute comprehensive account plans to achieve revenue targets and identify new opportunities for upselling and cross-selling.
- Coordinate with internal cross-functional teams (Engineering, Support, Sales) to optimize resource allocation and project execution.
- Lead Quarterly Business Reviews (QBRs) and executive presentations, providing clients with performance insights and strategic roadmaps.
- Manage contract negotiations, conflict resolution, and escalations to protect and strengthen client partnerships.
- Monitor industry trends and competitive activity to proactively recommend innovative solutions to clients.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5 years of experience in Engagement Management, Account Management, or ICT Delivery Management.
- Proven track record of managing high-value contracts (MYR 1M+) and delivering complex technology solutions.
- Deep understanding of IT service management (ITIL), cloud services, and digital transformation frameworks.
- Professional certifications in PMP, Agile, PRINCE2, or ITIL are highly regarded.
- Exceptional communication, negotiation, and stakeholder management skills with the ability to influence C-level executives.
- Strong commercial acumen with experience in P&L management, forecasting, and budgeting.
- Fluent in English and Bahasa Malaysia (written and spoken).