At a Glance
- Tasks: Manage customer relationships and ensure project delivery aligns with expectations.
- Company: Join Toshiba Global Commerce Solutions, a leader in retail technology.
- Benefits: Enjoy competitive salary, health coverage, 401(k) match, and generous paid time off.
- Other info: Dynamic work environment with opportunities for growth and continuous improvement.
- Why this job: Be the bridge between tech and business, making a real impact in retail solutions.
- Qualifications: 8+ years in customer engagement or project management; strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Toshiba Global Commerce Solutions is seeking a customer-focused and technically fluent Customer Engagement Manager to represent Toshiba across one or more customer engagements of small-to-moderate complexity. This role owns the customer relationship throughout the delivery lifecycle, ensuring customer expectations align with delivery plans while maintaining visibility into project health, financial performance, and delivery risks. Serving as the primary bridge between the Technical Project Manager/Engineering Manager-led delivery team and the customer, the Customer Engagement Manager translates technical delivery activities into business outcomes while communicating customer priorities back into delivery planning. This position develops commercial, financial, and relationship management expertise while building a strong understanding of customer solution architectures, application flows, integration points, operational dependencies, and technical risks to ensure successful delivery outcomes.
Qualifications
- Bachelor's degree in Computer Science, Computer Engineering, or a related field, or an equivalent combination of education and experience. Associate degree or equivalent combination of education and experience will be considered.
- 8+ years of experience in customer engagement, technical program management, project management, or a related customer-facing technology role.
Areas of Expertise & Special Skills
- Solid customer relationship management skills with the ability to manage expectations and maintain trust across one or more concurrent engagements.
- Proficiency in tracking project financials, including budget versus actuals, invoicing, and margin awareness.
- Strong skills in risk and issue identification, escalation, and resolution from a customer-impact perspective.
- Ability to partner effectively with Technical Project Managers and Engineering Managers, translating delivery status into business-relevant customer communication.
- Familiarity with contract and scope terms sufficient to recognize potential scope, commercial, or change-order implications.
- Effective verbal and written communication skills for customer-facing reporting, meetings, and escalations.
- Commercial fluency, applying an understanding of customer goals and success criteria to strengthen engagement health.
- Excellent problem-solving and analytical skills.
- Working knowledge of end-to-end solution stacks, including application components, integration flows, data movement, environments, deployment dependencies, and operational handoffs.
- Ability to anticipate problems by understanding technical dependencies, customer workflows, implementation sequencing, and upstream and downstream impacts.
- Ability to translate technical risks, architecture constraints, and delivery dependencies into clear customer-facing communication and actionable mitigation plans.
- Strong systems-thinking skills, with the ability to connect customer requirements, solution design, delivery execution, support readiness, and customer outcomes.
- Ability to coach junior Technical Program Managers and build collaborative working relationships with Engineering and Business Analyst teams.
Responsibilities
- Own the customer relationship for one or more small-to-moderate complexity engagements, representing Toshiba and ensuring customer expectations align with delivery plans.
- Monitor and report on project health, partnering with the Technical Project Manager to ensure delivery remains on schedule, within scope, and within budget from the customer's perspective.
- Track project financials, including budget versus actuals, invoicing accuracy, and margin. Proactively identify and escalate financial variances and commercial risks.
- Partner with Technical Project Managers, Engineering Managers, Architects, and Business Analysts to understand the technical makeup of the solution stack, critical application flows, integration points, dependencies, and operational environments. Use this understanding to anticipate delivery risks, identify emerging issues early, and drive mitigation before customer impact occurs.
- Lead regular customer communication, including status reporting and project review meetings. Ensure delivery progress, milestones, risks, and business impacts are clearly understood by customer stakeholders.
- Support continuous improvement initiatives across customer engagement practices. Coach and mentor junior Technical Program Managers on customer relationship management, financial stewardship, and engagement best practices.
Financial Impact
The Customer Engagement Manager is responsible for maintaining the financial health of customer programs across multiple workstreams by monitoring budgets, forecasts, resource alignment, invoicing accuracy, and margin performance. The role provides leadership with clear visibility into program profitability, financial variances, and commercial risks.
Complexity
The Customer Engagement Manager manages customer engagements with multiple cross-functional dependencies requiring strong customer relationship management, financial oversight, operational coordination, technical awareness, and risk management. While not responsible for designing the solution, this role must possess sufficient technical fluency to understand solution architecture, application flows, integration points, environments, operational dependencies, and delivery impacts. Success in this role requires translating technical complexity into clear business communication, proactively identifying risks before they affect customers, and providing leadership with reliable visibility into delivery performance, customer health, technical dependencies, emerging risks, and opportunities.
Customer Engagement Manager in Durham employer: External
Toshiba Global Commerce Solutions is an exceptional employer, offering a vibrant work culture in the heart of Research Triangle Park, NC, where innovation meets collaboration. Employees benefit from a competitive salary and a comprehensive benefits package, including health coverage, a 401(k) plan with company match, and generous paid time off, all while being part of a diverse and inclusive environment that fosters personal and professional growth. Join us to be at the forefront of transforming retail solutions and enjoy the unique opportunity to work with leading brands in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at External. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like External before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Engagement Manager in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to External:Your cover letter is your chance to shine! Tell us why you want to work at External specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at External!
How to prepare for a job interview at External
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
