Engagement Manager, Managed Services
Overview
You own the client relationship across the full Managed Services lifecycle, from deal signing through renewal, at AirOps, the platform for brand growth in AI search. Your north star is retention: you keep the customer healthy and the delivery pod accountable. You lead a pod of AEO strategists, solution architects, and engineers, and you translate their work into business outcomes for clients like Ramp, Chime, and ServiceNow. This role lets you pressure-test and scale a new delivery motion with full ownership of the client narrative.
What You'll Do8
- 1Own the client relationship end to end, from Day 0 through renewal, with all client requests routed through you.
- 2Drive retention as the north star: keep the account healthy and ensure the renewal by managing momentum and communication.
- 3Run the delivery cadence: weekly calls, status decks, trackers, first progress update by day 2 or 3, mid-week check-ins, and a visible work artifact by end of week one.
- 4Chase customer inputs proactively: data access, log files, source systems, before the client notices they're missing.
- 5Shape the reporting narrative: co-run monthly syncs and keep the revenue tie-back story current throughout the engagement.
- 6Escalate risk immediately: surface blockers and timeline issues at the moment, not at the next scheduled check-in.
- 7Develop deep expertise in each client's business to help the pod focus on what matters and shape measurement criteria.
- 8Identify expansion opportunities within the customer's organization through your relationship and business understanding.
Requirements10
- 15+ years owning enterprise client relationships through delivery, not just sales.
- 2Track record of managing complex, multi-work-stream engagements with cross-functional teams, keeping the timeline honest.
- 3Ability to hold the room with senior executives without a technical co-pilot, challenging clients and being treated as an advisor.
- 4Operational rigor: same-day recaps, live trackers, no dropped threads, over-communicating by default.
- 5Working knowledge of SEO and AEO to hold credible conversations with marketing executives and translate strategist work.
- 6Outcome-thinking: describe success in terms of accounts retained, engagements delivered on time, and clients who articulate value.
- 7Nice to have: tier 1 consulting background or high-touch professional services experience.
- 8Nice to have: experience building processes like cadence structures or QBR motions, not just running them.
- 9Nice to have: experience at an AI-native company or through a major platform shift.
- 10Nice to have: multi-stakeholder management with agency or embedded partner models.
Salary Insight
$200 - $240k per year
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