Engagement Manager

Forethought; Ontario; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in AI-driven customer support is seeking an Engagement Manager to oversee project deployments and client onboarding. This role involves working closely with clients to ensure successful implementation and satisfaction, requiring a mix of technical expertise and strong communication skills. Join a dynamic team and help drive positive change through innovative solutions.

Qualifications

• 3-5 years of experience in a dynamic, fast-paced startup environment.
• Proven experience in project management or implementation roles within the SaaS industry.
• Strong understanding of project management methodologies, tools, and techniques.

Responsibilities

• Onboard, implement, and successfully deliver projects for new customers.
• Develop detailed project plans, timelines, and deliverables aligned with client expectations.
• Monitor project progress, track KPIs, and provide regular status reports to stakeholders.

Skills

Project Management

Communication

Problem Solving

Customer Focus

Education

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

Tools

Project Management Tools

Job description

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 over $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, Mid-Market Leader, Best Estimated ROI, and Easiest to Do Business With in Customer Support for 2025.

We are tackling a $30B+ market opportunity and assembling a world-class team to help us grow. 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 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, a 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 new 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 aligned 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 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 customer pain points and design solutions that align with desired outcomes.

Who You Are (Requirements)

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field.
• 3-5 years of experience 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 to effectively interact with clients, internal teams, and stakeholders at all levels.
• Technical background with the ability to understand complex software architecture, APIs, and integrations.
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail and quality.
• Strong problem-solving skills to anticipate issues and proactively address challenges.
• Customer-focused mindset with a passion for delivering positive customer experiences and outcomes.