Client Solutions Manager

Parloa; San Francisco, New York (CA, NY); On-site; USD 215,000 - 245,000; Full time

Job summary

Parloa seeks a Sr. Client Solutions Manager to own the full services sales cycle, from scoping through contracting, while serving as a trusted advisor during delivery. You’ll align with the Partner Delivery Success team to match the right implementation partner for multi‑market rollouts and complex deployments.

You’ll guide CX transformation using Parloa’s PRISM methodology, build a strong CoE, and establish delivery practices that scale AI agents in production.

Qualifications

• This role requires 5+ years selling or scoping professional services in AI-native or enterprise software environments.
• Proven track record writing SOWs and navigating MSAs, DPAs, and multi-stakeholder reviews.
• Comfortable engaging with C-suite and VP level stakeholders as a trusted advisor.
• Commercially savvy with an understanding of services margins and delivery impact.

Responsibilities

• Build a healthy services pipeline in sync with software sales cycles.
• Lead commercial conversations for PS engagements from scoping to close.
• Maintain forecast hygiene and own your number.
• Coach internal stakeholders on PS sales motion, deal structure, and timelines.
• Conduct discovery to surface motivations, outcomes, and integration needs across channels.
• Translate discovery into compelling services proposals with quantified value.
• Write tightly scoped SOWs covering phasing, milestones, and change control.
• Navigate enterprise legal and procurement processes with confidence.
• Build relationships with CX, IT, and Operations leaders at enterprise accounts.
• Lead executive reviews connecting delivery progress to KPIs.
• Ensure seamless knowledge transfer from pre-sales to PRISM delivery.
• Own CSAT outcomes and surface risks early.

Skills

SOW writing

Executive relationship mgmt

Forecasting

Negotiation

Enterprise software

Sales cycle mgmt

Communication

Travel up to 50%

Tools

SOW templates

Procurement navigating

Job description

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience - one where customer support is no longer transactions, but meaningful exchanges.

It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.

About the Role

This is a commercial and strategic role at the heart of Parloa's Professional Services business. As a Sr. Client Solutions Manager, you'll lead the full services sales cycle—from opportunity identification through scoping, SOW negotiation, and contracting—while staying present as a trusted advisor throughout delivery. At the center of everything is the customer: understanding their transformation goals, meeting them where they are in their AI journey, and building the kind of trust that makes Parloa the partner they call first. That includes working closely with our Partner Delivery Success team to match the right implementation partner to the right opportunity at the right moment, whether that means a global SI for a complex, multi‑market rollout or a boutique specialist for a focused deployment—always in service of the customer outcome.

Above all, this role is about coaching customers through their CX transformation—guiding them through Parloa's PRISM methodology from first engagement through scaled operations. That means helping customers stand up the right organizational foundation: defining roles and responsibilities within their Parloa Program Office (CoE), preparing their teams for agentic delivery practices that look meaningfully different from traditional software implementations, and building the operational muscle needed to manage, iterate, and scale AI agents in production.

You'll operate at the intersection of enterprise sales and delivery, partnering with Account Executives, Solutions Engineers, Partner Managers, and Professional Services leadership to design engagements that drive real, measurable outcomes: deflection improvements, containment rates, customer satisfaction lifts, and agent operations at scale.

This isn't a role for someone who wants a task list to check off. Conversational AI is moving fast, and this position will evolve with it—expanding in scope, complexity, and influence as the category matures. You'll be a pivotal asset across sales, solution engineering, and professional services: the connective tissue that turns customer ambition into operational reality. The CSM who excels here isn't just closing engagements—they're shaping how enterprises think about and operate conversational AI for the long term.

What You’ll Own

• Build and maintain a healthy services pipeline in partnership with enterprise sales teams, ensuring services opportunities move in tandem with software sales cycles
• Lead commercial conversations for all PS engagements—from initial scoping through commercial close
• Maintain rigorous forecast hygiene; own your number and call it accurately
• Coach internal stakeholders on PS sales motion, deal structure, and timeline expectations
• Run structured and AI‑powered discovery to surface customer motivations, desired business outcomes, and platform integration requirements—across channels including voice, chat, and digital messaging
• Translate discovery into compelling services proposals that quantify value: expected containment improvement, time‑to‑value, effort, and risk
• Write Statements of Work (SOWs) that are precisely scoped, commercially sound, and set delivery teams up for execution—covering phasing, milestones, RACI, and change control
• Navigate complex enterprise legal and procurement processes with confidence—MSAs, DPAs, security reviews, and multi‑stakeholder approval chains
• Build trusted relationships with CX, IT, and Operations leaders at enterprise accounts—positioning Parloa as a long‑term transformation partner, not a point‑solution vendor
• Lead executive business reviews and steering committee sessions that connect delivery progress to customer KPIs
• Ensure seamless knowledge transfer from pre‑sales into Parloa's PRISM delivery methodology—protecting continuity and execution quality from Day 1 of the engagement
• Own CSAT outcomes; proactively surface risks before they become escalations

Partner Ecosystem & Customer Outcomes

• Engage Parloa's partner ecosystem as an extension of the delivery team—coordinating with SIs, technology partners, and resellers to ensure every engagement has the right capabilities behind it
• Collaborate with the Partner Delivery Success team to continuously develop partner capabilities, share field learnings, and raise the bar for what great partner‑led delivery looks like
• Develop deep command of Parloa's PRISM delivery methodology and contribute closed‑loop feedback from the field to continuously refine it
• Build repeatable assets: proposal templates, scope frameworks, pricing models, success stories, and enablement content that raise the bar for the whole PS practice
• Contribute to Parloa's external point of view on enterprise AI adoption, conversational AI ROI, and CX transformation—through thought leadership, events, and customer‑facing content

What Success Looks Like

• A well‑forecasted services pipeline that consistently converts alongside software—with services seen as a competitive differentiator, not an afterthought
• Customers call you before they need you—because you've built the relationship and earned the trust
• SOWs are watertight: clearly scoped, commercially clean, and delivered as promised
• Every engagement closes with strong CSAT and a documented path to expansion—upsell, new use case, or geographic rollout

Who You Are

• 5+ years selling or scoping professional services—within an AI‑native or enterprise software company, strategic consulting firm, or large‑scale systems integrator
• Proven track record writing SOWs and navigating enterprise procurement: MSAs, DPAs, multi‑stakeholder legal review, and commercial negotiations
• Comfortable building relationships at the C‑suite and VP level and being recognized as a trusted advisor, not just a vendor contact
• Commercially sharp: you understand services margin, attach rates, and how delivery quality drives software expansion
• Fluent in enterprise software deployment patterns; you know what a phased rollout looks like, what makes an integration complex, and how to scope accordingly
• Strong communicator in writing and in the room; able to move between technical detail and executive narrative without losing either audience
• Self‑directed and energized by ambiguity; you build the playbook while running the plays
• Comfortable operating in a fast‑moving, high‑growth environment where priorities shift and you're expected to adapt without losing momentum
• Willing to travel up to 50%

Nice to Have

• Experience with conversational AI, contact center technology, CCaaS platforms (Genesys, NICE, Avaya, Five9, Amazon Connect), or CX transformation programs
• Familiarity with agentic AI concepts: orchestration, LLMs, prompt engineering, tool use, intent classification, and how these translate into enterprise deployments
• Experience with enterprise platforms that commonly integrate into AI‑powered CX stacks: Salesforce Service Cloud, SAP, ServiceNow, Workday, Microsoft Dynamics
• Project or program management background; PMP, Scrum, or SAFe certification a plus
• Track record of directly driving software expansion as a result of PS delivery outcomes
• Prior experience in a scale‑up environment; you know how to operate with fewer resources and more surface area than feels comfortable

Why Parloa?

We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes.

When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful.

If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it.

At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.

We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.

Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise‑grade conversational AI.

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

Salary Range

$215,000 - $245,000 USD

We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.