Toshiba Global Commerce Solutions - External

Toshiba Global Commerce Solutions - External

Customer Engagement Manager

Durham, NC

Sponsorship not specifiedDetected 11 hours ago
Project ManagementCRMResearchLeadershipCommunicationProblem Solving

About the role

  • Toshiba Global Commerce Solutions is seeking a customer-focused and technically fluent Customer Engagement Manager to represent Toshiba across one or more customer engagements of small-to-moderate complexity.
  • Project Health & Delivery Oversight - Monitor and report on project health, partnering with the Technical Project Manager to ensure delivery remains on schedule, within scope, and within budget from the customer's perspective.
  • Financial Management - Track project financials, including budget versus actuals, invoicing accuracy, and margin. - Proactively identify and escalate financial variances and commercial risks.

Responsibilities

  • Own the customer relationship for one or more small-to-moderate complexity engagements, representing Toshiba and ensuring customer expectations align with delivery plans.
  • Partner with Technical Project Managers, Engineering Managers, Architects, and Business Analysts to understand the technical makeup of the solution stack, critical application flows, integration points, dependencies, and operational environments.
  • Use this understanding to anticipate delivery risks, identify emerging issues early, and drive mitigation before customer impact occurs.
  • Lead regular customer communication, including status reporting and project review meetings.
  • Support continuous improvement initiatives across customer engagement practices.
  • The Customer Engagement Manager manages customer engagements with multiple cross-functional dependencies requiring strong customer relationship management, financial oversight, operational coordination, technical awareness, and risk management.

Requirements

  • 8+ years of experience in customer engagement, technical program management, project management, or a related customer-facing technology role.
  • Proficiency in tracking project financials, including budget versus actuals, invoicing, and margin awareness.
  • Familiarity with contract and scope terms sufficient to recognize potential scope, commercial, or change-order implications.
  • Working knowledge of end-to-end solution stacks, including application components, integration flows, data movement, environments, deployment dependencies, and operational handoffs.
  • Ability to anticipate problems by understanding technical dependencies, customer workflows, implementation sequencing, and upstream and downstream impacts.
  • Ability to translate technical risks, architecture constraints, and delivery dependencies into clear customer-facing communication and actionable mitigation plans.
  • Education
  • Bachelor's degree in Computer Science, Computer Engineering, or a related field, or an equivalent combination of education and experience.
  • Associate degree or equivalent combination of education and experience will be considered.
  • Experience
  • Solid customer relationship management skills with the ability to manage expectations and maintain trust across one or more concurrent engagements.
  • Ability to partner effectively with Technical Project Managers and Engineering Managers, translating delivery status into business-relevant customer communication.
  • Commercial fluency, applying an understanding of customer goals and success criteria to strengthen engagement health.

Skills

  • Areas of Expertise & Special Skills
  • Strong skills in risk and issue identification, escalation, and resolution from a customer-impact perspective.
  • Effective verbal and written communication skills for customer-facing reporting, meetings, and escalations.
  • Excellent problem-solving and analytical skills.

Compensation

  • Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

Benefits

  • Project Health & Delivery Oversight
  • Monitor and report on project health, partnering with the Technical Project Manager to ensure delivery remains on schedule, within scope, and within budget from the customer's perspective.

Company info

  • Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands.
  • Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco?
  • These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
  • The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.
  • Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:
  • Group health coverage (medical, dental, & vision)
  • Employee Assistance Programs
  • Pre-tax spending accounts
  • 401(k) plan (with company match)
  • Company provided life insurance
  • Generous paid holiday schedule, paid vacation & sick/personal days
  • Pet Insurance
  • Employee discounts

Equal opportunity

  • We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
  • Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation.
  • We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers.
  • Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency).
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