007-Customer Engineering Manager (Engagement Manager)
Innovaccer
About the Role
The Customer Engineering Manager (CEM) is the single-point owner for technical delivery quality, execution, and customer acceptance across assigned implementations, integrations, and migrations. This role ensures that all contractual deliverables are delivered on time, at quality, and without rework, while maintaining rigorous delivery hygiene, documentation standards, and proactive risk management.
The CEM operates at the intersection of engineering execution, customer engagement, and delivery governance. While this role does not directly own renewals or commercial expansion, it is directly accountable for delivery outcomes that enable retention and growth.
A Day in the Life
Core Responsibilities
1. Delivery Ownership & Execution
- Own end-to-end execution of assigned customer implementations, integrations, and migrations.
- Ensure all deliverables meet acceptance criteria, with no unresolved critical rework at project closure.
- Deliver projects within contractual timelines or proactively escalates risks and recovery plans prior to any potential deadlines miss.
- Ensure 100% of customer-provided files are ingested and available in production systems within defined SLAs after receipt.
- Achieve >X% accuracy in data ingestion or migration, validated via post-delivery checks.
2. Quality, Documentation & Compliance
- Maintain >X% delivery documentation quality score in quarterly internal audits.
- Achieve >X% compliance with Innovaccer’s project intake, pre-delivery, and readiness checklists.
- Ensure timely, documented communication of risks, dependencies, and resource constraints.
- Maintain
3. Customer Engagement & Trust
- Act as the technical face of delivery for customers during implementation.
- Drive clarity on scope, timelines, dependencies, and acceptance criteria.
- Own delivery trust through execution reliability and transparency
- Achieve >X% CSAT on delivery and implementation experience, measured via post-implementation surveys.
- Ensure delivery issues are surfaces early, managed transparently, and resolved through documented root cause analysis rather than ad-hoc firefighting.
4. Escalations, Retrospectives & Continuous Improvement
- Conduct post-mortems for 100% of projects with delivery escalations.
- Complete root cause analysis and closure for 100% of escalated issues within Z days.
- Participate in 100% of project retrospectives, contributing at least one actionable improvement per quarter.
- Implement at least one process improvement, SOP, or best practice per review cycle.
- Actively contribute to delivery templates, standards, and repeatable execution frameworks.
5. Delivery Governance & Internal Alignment
- Maintain aligned with the customer success director on delivery status, risks and dependencies impacting account health
- Participate in bi-weekly delivery syncs and quality review meetings with leadership, with 100% attendance and documented follow-ups.
- Proactively flag bandwidth or resource constraints within 1 business day of project intake, with a clear mitigation plan.
- Maintain accurate delivery status, risks, and action tracking across all assigned projects.
Success Metrics
The CEM will be measured on:
- On-time, high quality delivery of contractual commitments
- Low rework and post go live defect rates
- Documentation, intake and delivery hygiene compliance
- Delivery CSAT for implementation and go live experience
- Project, vendor, people, stakeholder coordination and strong communication skills
- Experience with delivering small, medium and large integration and analytics projects.
- Experience working with cross-functional teams from IT, software engineering and business domains
- Should have minimum 8 to 15 Years of experience
- Must be able to navigate thru competing for/shifting priorities, demands and timelines
- Hands on experience in extracting data using SQL, NoSQL to analyze data
- Some experience with relational databases.
- Using data inspection tools and creating mapping documents.
- Basic experience with scripting (shell, Perl, Python)
- Understanding of REST APIs, Web services, service-oriented architectures
- Challenges and benefits of data extraction in In-Premise and Cloud deployments.
- Strong experience into Project Delivery
- US Healthcare Domain Experience will be a plus.
- Good with Agile Methodology
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
- Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
- Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
- Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.
For any additional information, please visit the below websites:
Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.