Client Engagement Manager

Date: May 25, 2023

Location: Columbus, OH, US, 43212

Company: American Chemical Society

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.


With over 100 years of experience, no one knows more about working with scientific information than CAS. We have the unique content collection, unmatched subject matter expertise, and specialized technology required to solve big scientific information challenges.


Our Custom Services division executes projects that help our customers achieve their own business outcomes.  Working closely with customers, Services leverages CAS people, technology, platforms, and products to supply customized solutions.  By enabling our customers to realize value in CAS, we are creating a customer for life.


CAS is seeking an experienced Client Engagement Manager with at least 5 years of professional experience in managing complex projects and client interactions and activities related to delivery. We are looking for a consultative, experienced project delivery manager to drive our professional services projects.


The Client Engagement Manager will report to the Director of Custom Services Delivery and provide delivery leadership for our global Services projects. The Execution Manager will need to understand industry challenges, technical and operational requirements, as well as communicate all aspects of the project to clients and CAS management.

Responsibilities include: 


  • Collaboration with  Solution Consultant and Solution Architect to develop a delivery plan for an SOW
  • Full lifecycle project management of customer engagements - including core aspects required to successfully plan, forecast, manage and report
  • Lead cross functional teams in delivering the best solutions for CAS Custom Services clients
  • Management of all delivery stakeholders - CAS functional areas, the customer, strategic partners, etc.
  • Work closely with our solutions team to inform and understand proposed work for the purpose of preparing a smooth transition to delivery
  • Manage customer expectations and escalations
  • Facilitate transition to the post-delivery support function
  • Collaborate with the customer success and sales teams to provide 100% customer satisfaction
  • During delivery, provide guidance and expertise to the implementation team, especially regarding CAS content, technology, and solution design. Act as the client representative to the delivery team for questions and decisions.
  • Budget and cost management with a focus on the commercial impacts of the outcomes for clients
  • Lead both client and internal meetings with thorough documentation, clear status, and rigorous follow-up



Job Requirements:

  • 5+ years of experience as a Project, Product and/or Program Manager, or experience guiding the detailed implementation of scientific information solutions


  • Established and demonstrable ability working with clients to deliver solutions within a technology/business environment, scientific institution, or digital agency


  • Consistent track record of delivering customer service projects with measurable business outcomes. Delivery on time and on budget.


  • Management level communication, both internal and customer facing. Ability to craft and present technical and business solutions


  • Technical and scientific content acumen. Some software development background preferred


  • Desire and ability to pick up new technical knowledge quickly


  • Ownership of customer outcomes and business results


  • Travel requirements will vary depending on customer need. Approximate travel requirements are 50%. This role is regional, with at least quarterly travel to Columbus for US based staff.  If no regional office is available, work will be remote when not at the client site.

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans.  Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.  EEO/Minority/Female/Disabled/Veteran


Nearest Major Market: Columbus

Job Segment: Solution Architect, Project Manager, Technology