Job Description
The Engagement Manager is responsible for managing the full customer lifecycle in the APAC region, with a focus on supporting Japanese-speaking customers. This role oversees pre-sales, delivery, and service management across the Telco product suite and ensures high-quality customer engagement and satisfaction.
You will act as a key liaison between customers and internal teams, ensuring accurate translation of business and technical requirements, driving service improvements, and contributing to regional strategy.
Key Responsibilities
- Lead and manage the end-to-end customer lifecycle for APAC customers, with emphasis on Japan-based engagements.
- Drive pre-sales, delivery, and service management activities across the Connect product suite.
- Facilitate communication between customers and internal teams (Sales, Engineering, Product, Operations) by gathering and translating technical and operational requirements.
- Provide structured feedback to regional leadership on customer needs and recommend investments to support future growth in Japan.
- Manage structural and technical issues related to customer products and drive resilience improvements.
- Own customer satisfaction (CSAT) metrics, including measurement, analysis, and improvement planning.
- Build and maintain long-term, trusted relationships with customers and internal stakeholders.
- Travel within Asia for short customer engagements when required.
Skills &Competencies
- Strong technical knowledge in mobile data technologies such as IPX, LTE, SMS, and signalling.
- Excellent communication and negotiation skills.
- Ability to work effectively in a multicultural environment.
- Strong presentation skills and stakeholder management capabilities.
- Customer-focused, results-oriented, and able to perform under pressure.
- Business-level proficiency in Japanese and English, required to communicate with Japanese-speaking customers and stakeholders as part of the role's responsibilities.
