Customer Engagement Manager
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Job Description
Customer Engagement Manager (CEM)
- Products Train / Transportation / Logistics Duration: Long term Domain: Transportation/ Railroad / Logistics
Location:
On site
- GDL Budget: 33k net + benefits Overview: This role will support the customer engagement with Ferromex, one of Mexico’s leading railroad operators, focusing on technology solutions and digital services applied to railway systems and operations. The position will serve as a key link between the customer and internal delivery teams, ensuring alignment on business priorities, service expectations, and successful implementation of technology solutions within the railroad industry. Role Purpose Lead customer engagement for the Mexico account and support CEM activities for US clients, focusing on strong customer relationships, stakeholder alignment, customer satisfaction and engagement health. Roles & Responsibilities
• Lead CEM activities for the client engagement in Mexico.
• Support CEM activities for US clients, as required.
• Collaborate with CloudMoyo US/offshore teams for knowledge transition and client readiness.
• Build and manage strong relationships with key customer stakeholders.
• Understand customer business priorities, expectations and concerns.
• Drive regular customer governance and engagement reviews.
• Monitor customer satisfaction and proactively identify relationship risks.
• Coordinate customer escalations and drive timely follow-up with internal teams.
• Partner with Delivery/Project teams to align delivery with customer expectations.
• Identify customer needs and potential account-growth opportunities.
• Coordinate effectively across Mexico, US and offshore teams.
• Provide leadership with visibility into customer priorities, risks and overall engagement health. Qualifications & Experience
• 8–12 years of overall experience, preferably in customer engagement, account management, client relationship management, consulting or technology services.
• Experience managing enterprise customer stakeholders and cross-functional teams.
• Experience working in global/onshore-offshore delivery environments preferred.
• Strong communication, presentation, stakeholder management and influencing skills.
• Good understanding of technology/digital services delivery.
• Ability to manage customer expectations, escalations and complex stakeholder situations.
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