Engagement Manager (EM-3-062025)

About the Company

Koru UX Design is a leading UX design agency specializing in HealthTech. We partner with clients to deliver user-centered design solutions that drive innovation and enhance user experiences. Our design teams work as an integrated extension of our client’s teams, deeply embedding ourselves into their processes to create seamless, impactful products.

🧭 Role Summary

As an Engagement Manager at Koru UX Design, you will be the strategic anchor across key client accounts—ensuring seamless delivery, strong relationships, and long-term account growth. You will operate at the intersection of delivery management, client success, and commercial strategy, working closely with designers, PMs, and the leadership team.

You’ll lead with insight, build trust, and drive impact—not just meet scope.

Location: Pune / Remote (India)

Reports to: CEO

Team: Leads 2 Project Managers and oversees cross-functional pods (Design, Front-end, QA)

🎯 Key Responsibilities

🔹 Client Partnership & Success

• Build and maintain deep, consultative relationships with client stakeholders—up to CxO level.
• Act as the voice of the client internally, aligning our teams around their goals, pain points, and strategic needs.
• Sustain high levels of CSAT and NPS, with regular health checks and feedback loops.
• Educate delivery teams on client business context to ensure meaningful output, not just task delivery.

🔹 Delivery Ownership

• Oversee end-to-end delivery across multiple accounts and projects.
• Provide direction, remove blockers, and ensure PMs and teams are aligned with client expectations and timelines.
• Proactively identify delivery risks, inefficiencies, or scope issues—and fix them before they escalate.
• Track financials, resource utilization, and delivery KPIs across accounts.

🔹 Strategic & Commercial Accountability

• Own and evolve client engagement strategy—including renewals, scope expansion, upsell/cross-sellopportunities.
• Support presales efforts: proposals, pitches, estimations, and RFP responses.
• Collaborate with Sales and CEO to win new logos and strengthen existing relationships.
• Own contract and commercial governance (SOWs, MSAs, CRs).

🔹 Internal Leadership

• Directly manage 2 Project Managers and their pods.
• Mentor teams on stakeholder management, delivery quality, and solutioning.
• Define and improve internal delivery processes, documentation, and rituals.

Requirements

💡 Who You Are

You bring a rare combination of strategic thinking, operational control, and client empathy. You’re comfortable navigating ambiguity, influencing without authority, and delivering outcomes in a fast-paced, creative services environment.

✅ Qualifications & Experience

• 8–12 years of experience in digital, UX, or IT services.
• Proven success in delivery leadership, client relationship management, and commercial ownership.
• Exposure to working with US-based enterprise clients (healthtech is a big plus).
• Strong knowledge of:
• Agile & Waterfall project delivery
• RFPs, presales, and proposal building
• Account scaling (team + revenue)
• Statement of Work and contract governance
• Excellent communication and stakeholder management skills.

✨ Nice to Have

• Exposure to digital transformation, AI/ML products, or Industry 4.0
• Familiarity with design systems, front-end delivery, and UX research cycles
• Experience working in a UX or product design firm

🚀 What Success Looks Like (in 6–12 months)

• Clients see you as their go-to partner for outcomes, not just delivery
• Accounts are healthy—on scope, on margin, on track
• The 2 PMs under you are growing, confident, and well-supported
• You’ve helped Koru unlock new value—either through process, growth, or client trust

Benefits

• Opportunities for growth and continuous learning (LinkedIn learning & professional trainings).
• Flexible working hours and remote options.
• A collaborative and innovative team culture.
• Opportunity for career growth and leadership roles.

Koru UX Design is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.