Engagement Manager

Summary

Join Forethought, a leading AI-native platform for enterprise customer support, as an Engagement Manager. You will play a critical role in the successful deployment and onboarding of our projects and clients, working directly with them to understand their needs. This role demands technical expertise, a customer-centric approach, and strong problem-solving skills to ensure smooth implementation and customer satisfaction. You will onboard, implement, and deliver projects, conduct client meetings and training, develop project plans, and serve as the primary client contact. The position requires managing cross-functional teams, mitigating risks, monitoring progress, and driving post-implementation reviews. You will act as a trusted advisor, offering insights and recommendations to optimize client platform use and maximize ROI. Apply now to join our team and help us deliver exceptional solutions!

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field
• 3-5 years experience, working in a dynamic, fast paced startup environment
• Proven experience in project management or implementation roles within the SaaS industry, (preferably in customer support or CRM)
• Strong understanding of project management methodologies, tools, and techniques
• Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels
• Technical background and ability to grasp complex concepts related to software architecture, APIs, and integrations
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment, while maintaining attention to detail and quality
• Strong problem-solving skills, with the ability to anticipate issues and proactively address challenges
• Customer-focused mindset with a passion for driving positive customer experiences and outcomes

Responsibilities

• Onboard, Implement and successfully deliver projects for recently signed customers
• Conduct project kickoff meetings, training sessions, and workshops with clients to facilitate understanding of the platform and project scope
• Develop detailed project plans, timelines, and deliverables in alignment with client expectations and company objectives
• Serve as the primary point of contact for clients throughout the implementation process, providing regular updates, addressing concerns, and managing expectations
• Coordinate cross-functional teams, including Solution Engineers, Implementation Consultants, Developers, and Sales
• Identify and mitigate risks, issues, and dependencies that may impact project timelines or deliverables
• Monitor project progress, track key performance indicators (KPIs), and provide regular status reports to stakeholders
• Drive post-implementation reviews and lessons learned sessions to gather feedback and identify areas for improvement
• Act as a trusted advisor to clients, offering insights, best practices, and recommendations to optimize their use of our platform and maximize ROI
• Analyze and decipher customer pain points, designing solutions that align with the desired outcomes