Customer Engineering Manager (CEM)
Role Summary
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.
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 <Y% post-delivery customer-reported issues within the first 30 days after go-live.
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