Engagement Manager

1. Responsibilities

Client Relationship Management

  • Serve as the primary point of contact for clients throughout the project lifecycle.

  • Understand client needs and business objectives, ensuring solutions meet expectations.

Project & Service Coordination

  • Collaborate with BAs, consultants, and developers to deliver projects on time and within scope.

  • Track progress, manage change requests, and resolve conflicts effectively.

Business Development from Existing Clients

  • Identify upsell/cross-sell opportunities (ERP modules, maintenance, training, digital solutions).

  • Propose extended service packages to ensure long-term client value.

Performance & Financial Management

  • Monitor project profitability and cost efficiency.

  • Report KPIs and performance results regularly to management.

Customer Experience

  • Measure satisfaction through NPS/CSAT.

  • Maintain high client retention rates.

2. Requirements

  • Bachelor’s degree in Economics, IT, Business Administration, or a related field.

  • 3–5 years of experience in roles such as Account Manager, Project Manager, or Client Success Manager in IT/ERP/Digital Solutions.

  • Strong communication, presentation, and negotiation skills (English proficiency preferred).

  • Knowledge of ERP systems (Odoo, SAP, Oracle, etc.) or enterprise software is an advantage.

  • Strong analytical skills, risk management, and ability to handle multiple projects simultaneously.

  • Customer-centric mindset with a solution-oriented approach.

3. Key Performance Indicators (KPIs)

Financial & Business

  • Upsell/cross-sell revenue from existing clients ≥ 15% annually.

  • Project gross margin ≥ 25%.

Service Quality

  • Client satisfaction score (CSAT) ≥ 85%.

  • Client retention rate ≥ 90%.

Project Management

  • ≥ 90% of projects delivered on time and within budget.

  • Transparent, accurate, and timely project reporting.

Internal Collaboration

  • Strong cross-team collaboration (assessed via 360° feedback).

4. Benefits

  • Competitive base salary + project bonuses + KPI performance incentives.

  • Opportunity to work with international clients (Singapore, EU, US).

  • Career path to Senior Engagement Manager / Director of Client Success.

  • Social insurance, paid leave, and benefits in compliance with Vietnamese labor law.

  • Advanced training in ERP, international project management (PMP, Agile), and Odoo Certification.

5. Recruitment Process

  1. Apply by sending your CV to [email protected].

  2. HR will review applications and respond within 2 weeks.

  3. Two interview rounds:

    • Online/Phone interview – skills and experience evaluation.

    • Final interview – direct discussion with the hiring manager.

  4. Results and official offer notification.

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