Senior Technical Onboarding & Engagement Manager

Algolia, Inc.; Sydney; On-site; AUD 145,000 - 182,000; Full time

Benefits offered by this job

Flexible workplace policy

Job summary

Algolia is seeking a Senior Technical Onboarding & Engagement Manager to lead a portfolio of complex customer onboarding programs from mobilization through production launch. You will coordinate across Solutions Architects, Business Consultants, Engineering, and external partners to establish delivery strategy, governance, and contingencies.

You will navigate ambiguity, anticipate risks, and mentor peers while driving scalable onboarding practices and improvements across engagements.

Qualifications

• 8+ years of professional experience with 7+ years leading technical projects or customer-facing software implementations.
• Strong delivery governance across planning, dependencies, risk, forecasting, resources, escalations, and executive comms.
• Able to translate business and technical requirements into scalable delivery strategies and architectures.

Responsibilities

• Partners with Account Executives and Solution Engineers on structured pre-to-post sales handoff, validating scope and objectives.
• Defining AI Search requirements and detailed project plans with Professional Services teams.
• Own a portfolio of strategic onboarding programs from mobilization to production launch with governance and milestones.

Skills

Technical project leadership

Customer-facing implementations

Delivery governance

AI & APIs

Education

Technical degree in CS/Engineering

Tools

Jira

Salesforce

Gainsight

Smartsheet

Asana

Google Workspace

Job description

the company is the retrieval intelligence layer that turns intent into trusted, decision-grade outcomes. Powering more than 1.7 trillion queries a year for over 18,000 customers with millisecond latency and 99.999% reliability, we are the recognized leader for Search and Product Discovery by top industry analyst firms. The the company platform turns a company's products, content, and business rules into data that humans, applications and AI agents can act upon. The result is trusted customer experiences with stronger conversions for measurable business impact.

the company’s Engagement Management Practice plays a critical role in helping customers successfully adopt the company and realize value from their investment. We partner with technical and business leaders throughout the onboarding journey to transform customer objectives into structured implementation programs and guide organizations from initial mobilization through successful production launch.

As a Senior Technical Onboarding & Engagement Manager, you will lead a portfolio of complex and strategic customer onboarding programs, owning delivery from pre-to-post sales transition through production launch and handover. You will bring together customer stakeholders, Solutions Architects, Business Consultants, Engineering teams, and external implementation partners to establish a clear delivery strategy, maintain execution momentum, manage dependencies, and drive accountability toward measurable outcomes.

This is a highly autonomous, customer-facing role for someone comfortable operating at the intersection of technical implementation, project leadership, and customer strategy. You will be expected to navigate ambiguity, anticipate delivery risks, lead complex escalations, and make sound decisions when customer objectives, technical constraints, timelines, and business priorities compete.

Beyond your individual customer portfolio, you will help strengthen how the company delivers onboarding at scale. You will identify recurring challenges across engagements, improve delivery methodologies and tooling, share reusable approaches, and mentor others across the Engagement Management Practice.

Your Role Will Consist of:

• Partners with Account Executives and Solution Engineers on a structured pre-to-post sales handoff, validating scope, customer objectives, success criteria, resource commitments, implementation readiness, and any delivery risks.

• Defining AI Search requirements and detailed project plans in collaboration with Professional Services teams.

• Own a portfolio of strategic customer onboarding programs from mobilization through production launch, establishing delivery strategy, governance, milestones, dependencies, success criteria and contingencies to ensure go live predictability.

• Partner with Solutions Architects, Business Consultants, Engineering, Global System Integrators, and other stakeholders to translate customer business and technical requirements into actionable implementation plans and scalable delivery approaches.

• Operate independently in ambiguous delivery environments, balancing customer objectives, technical constraints, and competing priorities while maintaining execution momentum.

• Build trusted partnerships with customer leadership, providing clear communication on project health, dependencies, trade-offs, and recommended actions across technical, business, and executive stakeholders

• Anticipate and mitigate delivery risks, leading escalations and navigating difficult conversations around timeline to drive alignment and get delivery back on track.

• Apply strong knowledge of the company architecture, AI Search, data, APIs, integrations, and implementation patterns to advise customers and internal teams on technical trade-offs and implementation strategies.

• Lead structured post-launch transitions while identifying opportunities where additional Professional Services support may improve customer outcomes due to expanded scope, implementation complexity, or delivery requirements.

• Improve onboarding at scale by identifying recurring operational gaps, strengthening methodologies, tooling, governance and playbooks, and mentoring peers through reusable frameworks, lessons learned, and delivery best practices.

You Might Be A Fit If You Have:

• 8+ years of professional experience, including 7+ years leading technical projects or customer-facing software implementations, with demonstrated leadership across complex onboarding programs and cross-functional initiatives.

• Extensive experience leading complex customer implementations and establishing strong delivery governance across project planning, dependencies, risk management, forecasting, resources, escalations, and executive communication.

• Strong technical understanding of software implementation lifecycles, search, data, APIs, integrations, and AI technologies, with the ability to translate business and technical requirements into scalable implementation strategies.

• Demonstrated ability to operate with high autonomy in complex and ambiguous environments, balancing competing customer, technical, and business priorities while influencing stakeholders without direct authority and navigating escalated situations.

• A track record of improving delivery beyond individual engagements through reusable frameworks, operational improvements, best-practice development, and mentoring or coaching peers.

Nice To Have:

• Project Management or Agile certification such as PMP, SAFe, Scrum, or Six Sigma.

• Technical degree in computer science, engineering, information systems, or a related quantitative field.

• Experience working with enterprise SaaS platforms, developer-focused products, APIs, or cloud technologies.

• Experience delivering AI, search, data, or digital experience implementations.

• Experience working with Global System Integrators or other external implementation partners.

• Experience with project and customer management platforms such as Jira, Salesforce, Gainsight, Smartsheet, Asana, Google Workspace, or similar tools.

• Experience developing delivery frameworks, playbooks, governance models, or other approaches that have been adopted by a broader team.

the company does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

The annual base salary compensation range for this role reflects market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.

Base Salary Pay Range

$145,000—$182,000 AUD

FLEXIBLE WORKPLACE STRATEGY:

the company’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. the company is a high-trust environment and many of our team members have the autonomy to choos