Customer Engagement Manager

We are looking for a Customer Engagement Manager in Doha, Qatar to represent TJDEED in front of one of our strategic customers. This role ensures strong customer relationships, smooth project execution, and high customer satisfaction while coordinating between the customer, vendors, and internal teams.

Role Overview

The Customer Engagement Manager acts as the primary point of contact for the customer. They ensure clear communication, manage escalations, protect TJDEED's interests, and support the success of ongoing service and project engagements delivered by multiple vendors and internal teams.

Key Responsibilities

Customer Relationship & Communication

• Serve as the single point of contact between the customer and TJDEED.
• Manage expectations and maintain strong, professional communication.
• Attend regular project and service meetings with customer and vendors.
• Handle escalations and ensure timely follow-up.

Project & Service Oversight

• Monitor progress of vendor-led and internally delivered work.
• Ensure deliverables align with agreed scope and quality requirements.
• Identify risks and raise them early to the customer and internal leadership.
• Support the customer in navigating complex multi-vendor environments.

Customer Experience & Satisfaction

• Ensure the customer receives a smooth, positive experience at all stages.
• Proactively address concerns and prevent issues from escalating.
• Validate customer feedback and drive continuous improvement.

Business & Growth Enablement

• Identify new opportunities based on customer needs.
• Work closely with the Account Manager and presales to translate requirements into proposals.
• Support renewals through strong relationship management and customer trust.

Internal Coordination

• Collaborate with Account Management, Project Management, Delivery Lead, Service Delivery, and Support teams.
• Ensure internal teams are aligned with the customer’s priorities and timelines.

Reporting

• Provide structured updates on engagement health, risks, achievements, and opportunities.

Required Skills & Experience

Core Skills

• Excellent communication and customer-handling skills.
• Strong relationship-building and professional presence.
• Ability to manage expectations and handle escalations.
• Problem-solving mindset and sense of ownership.

Business Understanding

• Good understanding of IT service and project delivery cycles.
• Ability to review SOWs and identify scope boundaries.
• Ability to identify commercial opportunities.

Technical Awareness

• Great understanding of ITSM, ITAM, endpoint management or related IT service domains.
• Ability to understand discussions with technical and vendor teams.

Experience

• Previous experience managing complex enterprise customers or multi-stakeholder environments is an mandatory.
• Experience working with vendors or service providers is an mandatory.