Engagement Manager

Summary

Join Koru UX Design as an Engagement Manager and become the strategic anchor for key client accounts, ensuring seamless delivery, strong relationships, and long-term growth. You will work at the intersection of delivery management, client success, and commercial strategy, collaborating with designers, PMs, and leadership. Lead with insight, build trust, and drive impact. This role involves managing two Project Managers and overseeing cross-functional pods. The position is based in Pune or remotely in India and reports to the CEO. Success will be measured by client satisfaction, account health, team growth, and unlocking new value for Koru.

Requirements

• 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
• Strong knowledge of:RFPs, presales, and proposal building
• Strong knowledge of:Account scaling (team + revenue)
• Strong knowledge of:Statement of Work and contract governance
• Excellent communication and stakeholder management skills

Responsibilities

• 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
• 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
• Own and evolve client engagement strategy—including renewals, scope expansion, upsell/cross-sell opportunities
• 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)
• 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

Preferred Qualifications

• 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

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