Engagement Manager – Implementation

Role Overview

• Lead AI-Powered Implementations: Onboard and guide newly signed customers through successful delivery of Forethought’s AI solutions—ensuring they achieve measurable impact and tangible value from our technology.
• Kickoff with Strategic Intent: Conduct project kickoff meetings, discovery sessions, and training workshops to uncover customer goals and define how AI can best drive outcomes across their support workflows.
• Translate Vision into Execution: Develop detailed project plans, success metrics, and implementation timelines that align Forethought’s AI capabilities with each client’s business objectives.
• Be the AI Value Partner: Serve as the primary point of contact throughout implementation, proactively managing communication, setting expectations, and ensuring clients understand the “why” and “how” behind each AI-driven decision.
• Orchestrate Cross-Functional Delivery: Collaborate closely with Solution Engineers, Implementation Consultants, Developers, and Sales to ensure seamless deployment and continuous calibration of AI models to customer data.
• Ensure AI Readiness & Adoption: Identify potential risks or barriers to adoption, and develop strategies to drive end-user confidence, trust, and sustained engagement with the AI platform.
• Measure and Communicate Impact: Track performance metrics and KPIs to quantify the business value delivered by AI (e.g., deflection rate, response time, customer satisfaction), sharing results and insights with internal and external stakeholders.
• Drive Continuous Improvement: Conduct post-implementation reviews to capture lessons learned, refine best practices, and identify opportunities to enhance future AI implementations.
• Act as a Trusted Advisor: Leverage industry knowledge and AI expertise to recommend optimizations, process automations, and new use cases that expand Forethought’s value across the customer’s organization.
• Design with Empathy: Analyze and decode customer pain points, then architect AI-driven solutions that align with their desired outcomes—bridging human experience with intelligent automation.

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
• 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.

Benefits

• Health Insurance
• Paid maternity, paternity & parental leave
• Company wide wellness days