Learn what it’s like to be a client engagement manager through the eyes of Sharath Naik, a CGI Partner based in Bangalore, India.
Sharath, what’s your current role, and how does it help our clients achieve their business and mission outcomes?
I am a client engagement manager. In this role, I serve as the primary point of contact for clients, understanding their needs, delivering tailored strategies, and ensuring they receive the highest level of service and support.
My responsibilities range from overseeing daily operations to working closely with client stakeholders and internal teams, including delivery, HR and finance teams, to ensure we deliver our solutions seamlessly, build strong relationships and drive sustainable growth. I’m also responsible for developing and implementing service strategies, driving performance, ensuring adherence to best practices, and delivering business impact.
How many clients do you manage, and what industries are they in?
Currently, I manage three key client engagements in the manufacturing sector across Europe and North America. My portfolio includes one of the world’s largest paint manufacturers, a major commercial vehicle manufacturer, and a leading provider of innovative solutions for the retail automotive industry.
Managing multiple engagements means I constantly balance different priorities, while ensuring delivery teams are aligned and each client sees measurable outcomes.
What does your day-to-day work look like? Could you share a few examples of projects you’ve led?
At a high level, I focus on managing client deliverables and relationships, supporting team development, and driving growth through strategy and adaptability. To achieve this, my day is spent enabling clear and transparent communication with senior management, clients, and CGI Partners, and also staying closely aligned with client priorities to continually improve processes and promote accountability.
Some projects I’ve supported include streamlining operations for a global paint manufacturer, improving supply chain visibility for a commercial vehicle client, and helping an automotive solutions provider modernize their IT systems. Each of these delivered positive outcomes and strengthened our partnerships.
What attracted you to this career path, and what do you enjoy most about it?
I began my career journey at CGI as an associate software engineer, developing web solutions for clients in the healthcare industry. I’ve always been motivated by opportunities to solve real-world problems and collaborate with different stakeholders, which led me to the client engagement manager role.
This role offers a great blend of collaboration, strategy and continuous learning, which keeps me engaged. The most fulfilling part of my role is problem-solving and working closely with clients and teams to bring ideas to life.
The culture at CGI is a big part of why I enjoy my job. There’s a strong sense of trust, and we’re encouraged to take ownership, share ideas and drive change. At CGI, your ideas are valued, and you feel empowered to make decisions.
What are some of the skills and tools it takes to succeed in this role?
Active and empathetic listening is essential. Being able to understand our clients’ spoken and unspoken needs fosters trust and enables us to deliver the right solutions. In addition, being proactive and solution-oriented helps address challenges before they escalate.
I also rely on collaboration platforms and project management tools to track deliverables, stay connected with teams, and maintain visibility across engagements.
Beyond that, financial acumen and strategy are vital. Here, I apply not only hands-on skills in budgeting and business development, but also the strategic perspective I gained during my master’s program in marketing and strategy at the Indian Institute of Management (IIM), Rohtak. My role also benefits from knowledge of frameworks like ITSM and Six Sigma.
What has been your biggest learning experience so far?
Balancing delivery with stakeholder expectations has been a major learning experience. It’s not just about completing tasks; it’s about communicating clearly, managing relationships, and aligning teams. I’ve also learned to stay calm and make decisions quickly under pressure.
How do you structure your workday and make time for learning and development?
I plan the next day, the night before, mapping out urgent tasks, priorities, and what to delegate. My mornings start around 9 a.m. I first make sure my team is clear on their priorities and help to remove any hurdles. Then I check in with client leaders and sync up with colleagues on deliverables and escalations. I also provide updates to senior leadership.
Throughout the day, I coordinate with other managers on shared tasks and connect with various teams to ensure things move smoothly. I also work closely with account managers and delivery leaders to execute change strategies and identify new opportunities for growth, whether through organic account development or supporting proposal writing and business development activities.
I typically carve out time for learning or training every other day, sometimes early in the morning or late evening. My day ends with a short check-in with leaders to share updates and get guidance for the next day. What I look forward to most is seeing clients and internal teams satisfied and knowing we’ve made progress.
Finally, what advice would you give your younger self?
Work hard and never doubt yourself when you know you’re right. Believing in yourself will make all the difference.
