Engagement Lead

Role: Engagement Lead. Location: Pune. Work Timings: 6 PM to 3:00 AM (Monday-Friday). Experience: 6-8 years. Company Overview: We are a global empathy-led technology services company where software and people transformations go hand-in-hand. Product innovation and mature software engineering are part of our core DNA. Our mission is to help our customers accelerate their digital journeys through a global, diverse, and empathetic talent pool following outcome-driven agile execution. Respect, Fairness, Growth, Agility, and Inclusiveness are the core values that we aspire to live by each day. We continue to invest in our digital strategy, design, cloud engineering, data, and enterprise AI capabilities required to bring a truly integrated approach to solving our client's most ambitious digital journey challenges.

Responsibilities

Client Collaboration: Work closely with internal teams, including Sales, Delivery, Recruitment, and Marketing, to ensure seamless client experiences, driving both customer adoption and success; Relationship Management: Sustain high levels of customer satisfaction (CSAT) and Net Promoter Score (NPS) throughout the customer lifecycle by maintaining strong relationships; Strategic Communication: Manage communications with clients and internal stakeholders up to the CxO level, ensuring clear expectations and transparency regarding performance, governance, finances, and issues; Contractual Oversight: Oversee all legal and contractual requirements including Master Service Agreements (MSAs) and Statements of Work (SOWs), collaborating with customers on necessary amendments and approvals; Risk Management: Proactively anticipate, mitigate, and manage risks to both the company and clients, ensuring smooth project delivery; Governance Process Execution and Improvement: Execute Engagement Governance Process (EGP) and contribute to the enhancement of EGP to bolster customer success.

Requirements

6-8 years of experience; Mandatory previous experience in the Software Services or IT industry, focusing on sales and business development; Strong verbal and written communication skills; Proficient in managing complex projects and multitasking; Proficient in Microsoft Word, Excel, and PowerPoint; High IQ and EQ with strong leadership communication skills and a strong sense of ownership; Must be comfortable working in US shifts.

Nice to have

Bachelor’s degree in Computer Science or an MBA is preferred.