Engagement Manager - Application Managed Services

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

Title: Engagement Manager (PM) - Application Managed Services

Reports To: Director of Client Engagement (PD) - Application Managed Services)

Job Summary

The Engagement Manager is a client-facing leader responsible for managing the successful delivery of projects, fostering client relationships, and driving overall client success. This role oversees client interactions, manages project scope and contracts, and leads internal teams to ensure successful project execution, client satisfaction, and alignment with business objectives. The Engagement Manager acts as the primary point of contact for clients and internal stakeholders throughout the engagement lifecycle.

Key Responsibilities

Client Success & Relationship Management

• Serve as the primary point of contact for clients, ensuring consistent communication and alignment of project goals with client needs.
• Build and maintain strong, long-term relationships with clients, acting as a trusted advisor and strategic partner.
• Proactively monitor client satisfaction and address any issues or concerns to maintain a high level of client engagement and retention.
• Conduct regular client meetings, including status updates, performance reviews, and strategic planning sessions.
• Gather client feedback and identify opportunities for service improvements and account growth.

Engagement Delivery & Scope Management

• Oversee the successful delivery of client engagements, ensuring projects are completed on time, within scope, and within budget.
• Define and manage project scope, objectives, timelines, and deliverables in collaboration with clients and internal teams.
• Lead project kickoff meetings and establish clear roles, responsibilities, and expectations for all stakeholders.
• Monitor project progress and manage changes to the scope, schedule, and budget through formal change control processes.
• Ensure adherence to contractual obligations, service level agreements (SLAs), and quality standards.

Contract Management & Financial Oversight

• Collaborate with sales, legal, and finance teams to negotiate and manage client contracts, statements of work (SOWs), and service agreements.
• Track project financials, including budgets, forecasts, invoicing, and profitability.
• Identify and mitigate financial risks, ensuring that engagements remain financially viable and aligned with organizational goals.
• Provide regular financial and status reports to internal stakeholders and leadership.

People Management & Team Leadership

• Lead cross-functional teams, including project managers, consultants, and technical specialists, to deliver high-quality client engagements.
• Assign resources, manage workloads, and resolve conflicts to ensure optimal team performance and client satisfaction.
• Collaborate with other leaders to for position management and recruitment
• Provide coaching, mentorship, and performance feedback to team members, fostering a culture of collaboration, accountability, and continuous improvement.
• Ensure team members have the necessary skills, training, and support to succeed in their roles.
• Promote a client-first mindset and encourage proactive problem-solving and innovation.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Information Technology, or a related field (Master’s degree preferred).
• 5+ years of experience in client engagement, project management, or account management, preferably within a professional services, consulting, or managed service environment.
• Proven experience managing complex client relationships and delivering large-scale projects or engagements.

Skills & Competencies

• Strong client-facing and relationship-building skills, with a focus on client success and satisfaction.
• Excellent project management skills, with the ability to manage multiple engagements and competing priorities.
• Knowledge of project management methodologies (e.g., Agile, Scrum, Waterfall) and tools (e.g., Microsoft Project, Jira, Trello).
• Strong financial acumen, with experience managing project budgets, forecasts, and profitability.
• Exceptional communication and negotiation skills, with the ability to influence stakeholders and resolve conflicts.
• Experience with contract management and negotiation of SOWs and service agreements.
• Strong leadership and team management skills, with a focus on building high-performing, client-centric teams.

Key Performance Indicators (KPIs)

• Client satisfaction (CSAT) and Net Promoter Score (NPS)
• Engagement profitability and financial performance
• On-time and on-budget project delivery rates
• Client retention and account growth
• Team performance and employee engagement scores

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.