• Manage the day-to-day relationship with firm decision-makers and project teams. • Build and run governance: steering committees (COPIL), adoption committees, monitoring bodies, and a local ambassador community. • Define and execute adoption plans (employees + clients) based on data. • Coordinate execution with Pennylane internal experts (Product, Support, Ops, Sales, etc.). • Anticipate risks (satisfaction, rollout, adoption) and implement remediation plans. • Help embed and drive the use of the Pennylane PA to centralize workflows.

• Structure, review, and optimize Customer Success team processes; • Automate tasks, alerts, and updates between the CRM, support, finance, and product platforms; • Ensure the quality, organization, and standardization of data used by the team; • Identify bottlenecks in the customer journey and in the team's internal processes; • Create and maintain documentation for processes, workflows, and tools; • Train and support the team in using tools and adopting new processes; • Develop and refine internal materials and customer support content; • Use AI tools such as Claude, Gemini, and GPT to increase efficiency and improve team processes; • Monitor metrics and propose data-driven improvements.

Role Description We are currently looking for a Client Engagement Manager who will be responsible for building and maintaining strong client relationships while ensuring the successful delivery and adoption of products and services. This role serves as the primary point of contact for clients, aligning business objectives with service execution to drive customer satisfaction, retention, and growth. Leveraging the LAER model (Land, Adopt, Expand, Renew), the Client Engagement Manager focuses on the full client lifecycle—ensuring successful onboarding, driving solution adoption, identifying opportunities for expansion, and securing long-term renewals. By proactively managing account health and engagement, the Manager helps maximize value realization for both the client and the organization. The Client Engagement Manager integrates into the client’s environment, developing an understanding of their business, operational processes, and technical landscape. This knowledge enables them to provide strategic guidance, anticipate needs, and deliver tailored solutions that drive measurable success. The Manager collaborates cross-functionally with sales, operations, and technical teams to ensure seamless service delivery, manage expectations, and resolve challenges. Responsibilities - Client Relationship Management - Serves as the primary point of contact for assigned clients - Builds and maintains strong, long-term relationships with key stakeholders - Acts as a trusted advisor aligned to the client’s business goals - Service Delivery Oversight - Ensures services are delivered in alignment with contractual obligations and SLAs - Monitors performance metrics and address gaps proactively - Coordinates with internal teams to ensure consistent, high-quality delivery - Growth & Retention Strategy - Identifies upsell and cross-sell opportunities aligned to client needs - Supports account growth initiatives and contribute to revenue targets - Drives client satisfaction and retention through proactive engagement - Managerial - Leads and manages a team of 1–10+ on-site Infrastructure Technicians and/or Engineers, ensuring high performance and service delivery standards per each SOW/Client engagement. - Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations. - Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength. - Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments. - Drives a culture of accountability, continuous improvement, and employee engagement within the team. - Cross-Functional Collaboration - Partners with sales, technical, and operations teams to align on client strategy - Ensures seamless communication and execution across all stakeholders - Issue & Escalation Management - Acts as the point of escalation for client concerns - Drives timely resolution of issues through coordination with internal teams - Maintains client confidence during challenging situations Qualifications - 10+ years of similar type experience - Client Relationship Management: Ability to build trust, influence stakeholders, and maintain executive-level relationships - Strategic Communication: Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs) - Consultative Selling: Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model) - Project & Program Management: Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment - Problem Solving & Critical Thinking: Quickly assess issues, identify root causes, and implement effective solutions - Negotiation & Conflict Resolution: Handle escalations, manage expectations, and drive mutually beneficial outcomes - Lead Through Challenges: Maintain composure and direction during escalations or high-pressure situations Benefits - Progressive and competitive compensation - 401k plans - Medical insurance - Free therapy visits - Mental health coaching and tools - Meditation resources - Generous paid time off package including vacation, care time, Wellness and Volunteer Time Off days

• Guiding new practices through the onboarding process • Managing clients across the entire customer lifecycle • Building relationships and serving as the main point of contact • Proactively identifying issues and providing support • Working closely with Support, Development, and Sales teams