Engagement Manager
Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.
We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Engagement Manager to join our dynamic team. As an Engagement Manager you will play a critical role in the successful deployment and of our projects and onboarding of our clients. You will work directly with clients to understand their needs and requirements. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.
If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.
What You'll Be Doing (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.
Who You Are (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.