Customer Success Engagement Manager

We are seeking a Customer Success Engagement Manager to drive the successful implementation of our enterprise SaaS solutions within customer environments. In this role, you will act as the primary coordinator and point of contact for multiple concurrent implementation projects, ensuring they are delivered on time, within scope, and aligned with customer objectives. You will work closely with customers, engineers, and other stakeholders to manage expectations, resolve challenges, and drive results. A strong technical understanding of Generative AI and Private RAG (Retrieval-Augmented Generation) concepts is essential to field high-level questions and bridge the gap between technical and business teams.

• Project Coordination:
• Manage 3-5 concurrent customer implementation projects, ensuring timelines are met and deliverables are achieved.

• Play a role in the presales workshops necessary to define, scope, and SOW this work with prospects.

• Act as the central point of contact between customers, engineers, and internal teams to maintain alignment and communication.

• Track project milestones and proactively identify and mitigate risks to ensure successful outcomes.

• Customer Relationship Management:

  • Set and manage clear expectations with customers regarding project scope, timelines, and deliverables.

  • Build and maintain trust with customers by providing consistent updates and addressing concerns promptly.

  • Serve as a trusted advisor, ensuring customers are empowered to meet their business objectives.

• Technical Expertise:

  • Possess a high-level understanding of Generative AI and Private RAG concepts to field technical questions and provide context to customers.

  • Complete all 3 level of Generative AI / You.com certifications through our Inversity learning platform.

  • Collaborate with engineering and product teams to ensure technical requirements align with customer needs.

  • Translate technical details into actionable plans and ensure customers understand the implications of decisions.

• Cross-Functional Collaboration:

  • Partner with engineers, product teams, and customer success managers to deliver high-quality implementations.

  • Facilitate smooth handoffs between presales, implementation, and post-sales teams.

  • Provide feedback to Product and Engineering teams based on customer insights to improve solutions and services.

• Project Management Expertise:
  

  • Proven experience managing multiple concurrent projects, particularly in a SaaS or enterprise software context.

    
    

  • Strong organizational and time management skills to keep projects on track and stakeholders aligned.

    
    

  • Ability to balance competing priorities and resolve conflicts effectively.

    
    

  • An innovative mindset. This is a fast moving pace company with frequent evolutions. This role is to keep apprised of these evolutions.

• Technical Acumen:

  • Familiarity with Generative AI, Private RAG, and related technologies, with the ability to communicate technical concepts clearly.

  • Experience working with enterprise customers on technology-driven implementations.

• Communication & Leadership:

  • Exceptional communication and interpersonal skills, with the ability to engage technical and non-technical audiences.

  • Proven ability to build strong relationships with customers and internal teams.

  • Comfortable navigating challenging conversations to manage expectations and drive consensus.

• Problem-Solving & Results-Driven:

  • Strong analytical skills to anticipate and address potential challenges during implementation.

  • Adept at driving results and ensuring customer satisfaction under tight deadlines.

• Projects are delivered on time, within scope, and aligned with customer expectations.

• Customers achieve their implementation goals and are set up for long-term success with our solutions.

• You build strong, trusted relationships with customers and internal teams, becoming a go-to resource for implementation success.

• Feedback from your projects influences product and service enhancements.

• You continue to innovate how we provide value to customers.