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Forethought · 1 month ago

Engagement Manager (Implementation)

Canada

Full-time

Remote

Senior Level

5+ years exp

Forethought is a pioneering company in AI for customer experience, and they are seeking a dedicated Engagement Manager to join their team. The role involves leading the successful deployment of AI solutions for clients, ensuring customer satisfaction and measurable impact through effective onboarding and communication.

Artificial Intelligence (AI)Customer ServiceEnterprise SoftwareGenerative AIMachine LearningSaaS

Responsibilities

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

Qualification

SaaS ImplementationTechnical BackgroundProject ManagementCustomer-Focused MindsetCommunication SkillsProblem-Solving SkillsAttention to DetailFast-Paced Environment