Engagement Manager

Engagement Manager – Americas

Job Details

• Location: Mexico City, Mexico (Hybrid)
• Employment Type: Full-time
• Travel: Up to 10% within the Americas

Role Summary

We are seeking an Engagement Manager to lead customer-facing technical services engagements across the Americas. This person will manage projects from presales scoping and statements of work through delivery, invoicing, and closeout. The role combines project ownership, customer relationship management, coordination of technical teams, and identification of opportunities to expand existing accounts.

Responsibilities

• Own the full engagement lifecycle, including scoping, quotes, statements of work, project planning, delivery, and closeout.
• Serve as the primary customer contact and manage project communications and escalations.
• Keep projects on schedule and within budget while maintaining customer satisfaction and profitability.
• Coordinate technical account managers and delivery teams across the Americas.
• Manage project plans, resources, risks, budgets, and action items.
• Partner with Sales to develop service proposals and identify expansion opportunities.
• Maintain accurate project and account records in Salesforce.
• Provide status updates to customers and internal stakeholders.
• Share customer feedback with internal teams and help improve service processes and reporting.

Required Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• At least 5 years of experience in professional services, customer project management, or engagement management.
• Experience managing technical customer projects, including scope, schedules, budgets, and quality.
• Experience working with Sales on presales scoping, quotes, and statements of work.
• Technical understanding of software delivery or integration projects.
• Experience coordinating cross-functional teams across countries or time zones.
• Strong written and verbal English communication skills.
• Proficiency with Salesforce, Microsoft Office, and project planning tools.
• Ability to manage multiple priorities, address risks, and handle customer escalations.
• Willingness to travel up to 10%.

Preferred Qualifications

• Experience in a cybersecurity or technology company.
• Experience coordinating technical account managers or supporting managed services.
• Spanish or Portuguese language skills.
• Project management certification such as PMP, PRINCE2, Agile, or Scrum.

We are GTN – The Go To Network