Senior Engagement Manager

Remote - US

Full Time Senior-level / Expert
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ObserveAI

Observe.AI infuses AI into 100% of customer conversations to optimize agent performance and automate repeatable workflows, driving revenue and retention.

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Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of customer interactions, extract actionable interaction and sentiment insights and streamline workflows. With Observe.AI, businesses transcribe every interaction with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.
Observe.AI is trusted by more than 160 customers and partners, including National Debt Relief, Root Insurance, Alcon Laboratories, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. For more information, visit www.observe.ai.
The Senior Engagement Manager will own the post-sales relationship for strategic customers and be responsible for the success and adoption of the Observe.AI platform. Key tasks include supporting new program implementations, delivering virtual/onsite business reviews, and providing data-driven program insights. The Senior Engagement Manager will need to quickly learn and understand the customer’s business objectives and coordinate with internal teams to deliver successful program rollout and user engagement. A successful candidate should have strong project management and communication skills.

Key Responsibilities

  • Responsibilities will include but not limited to the following:
  • Drive process change and product adoption through change management, executive level relationships, project management, and training enablement
  • Monitor customer health across the customer journey and taking data driven actions to influence the right behavior
  • Conduct Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
  • Advocate for customer needs and educate them on adopting new features as product enhancements are released
  • Lead a customer program team through a multi-phase implementation involving business discovery, technical setup, and user training
  • Manage multiple customer projects simultaneously
  • Manage a team of analysts to deliver client services
  • Communicate project status, issues, and risks while escalating effectively as appropriate
  • Drive urgency and action into the project timelines, internally and externally
  • Collaborate internally and externally to solve pain points and create new service offerings
  • Partner with Sales teams to manage scope and client expectations

Preferred Qualifications

  • Proficiency in coaching and facilitation skills
  • Demonstrable analytical, problem-solving, and time management skills
  • Experience in the Software & Platform industry
  • Experience managing complex customer implementations

Minimum Qualifications

  • 8+ years of post-sales work experience working with customers for a SaaS solution
  • Comfort in user-centered communications and facilitating technical problem solving
  • Experience in a customer-facing role with clear deliverables and stakeholder management
Benefits:
-Excellent medical, dental, and vision insurance options-Generous vacation and parental leave policies-401K plan to save for your future-WFH and lunch stipend to set you up for success during COVID-19-Fun events to build culture across the organization (virtual during COVID-19)
If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.aiObserve.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Ordinance and other similar state laws and local ordinances, and its internal policy, Observe.AI will also consider for employment qualified applicants with arrest and conviction records.  
Regarding COVID-19:
With the spread of COVID-19 globally, Observe.AI’s offices will remain closed until further notice. Our primary concern is for the health and well-being of our employees as well as candidates. We have transitioned all interviews and new hire onboarding to be conducted virtually via Zoom video conferencing. All Observe.AI employees are currently working from home through May 2021. 
Job region(s): North America
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