Customer Onboarding Manager / Engagement Manager at Forethought | Powderkeg

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.

Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary's Sound Ventures and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt-the world's most prestigious startup competition-and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes' Next Billion-Dollar Startups.

We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Implementation Engineer to join our dynamic team. As an Implementation Engineer, you will play a critical role in the successful deployment and configuration of our projects, working closely with clients to understand their needs and requirements. This role requires a combination of technical expertise, 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): **

  • Collaborate with Sales, Presales and Professional Services Consultants to onboard amd successfully deliver projects for recently signed customers
  • Develop detailed project plans, timelines, and deliverables in alignment 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 Customer Support, to ensure smooth project execution and timely delivery.
  • Conduct project kickoff meetings, training sessions, and workshops with clients to facilitate understanding of the platform and project scope.
  • Identify and mitigate risks, issues, and dependencies that may impact project timelines or deliverables.
  • Monitor project progress, track key performance indicators (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 and decipher customer pain points, designing solutions that align with the desired outcomes.

**Who You Are (Requirements): **

  • Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
  • 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, with certification in PMP or equivalent preferred.
  • Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
  • Technical proficiency and ability to grasp complex concepts related to software architecture, APIs, and integrations.
  • Experience with or building fine-tuned large language models or other deep learning architectures.
  • Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment, while maintaining attention to detail and quality.
  • Strong problem-solving skills, with the ability to anticipate issues and proactively address challenges.
  • Customer-focused mindset with a passion for driving positive customer experiences and outcomes.
  • Flexibility to travel occasionally for client meetings, workshops, or project kickoffs.

What You Get

  • A chance to be an early member of a hyper-growth startup with equity to match
  • An opportunity to help us define a new market within AI
  • Ability to solve challenging problems with a world-class team
  • A low ego company culture that is obsessed with feedback and helping each other grow
  • A distributed team, with a flexible approach to work that allows you to choose how you best wor
  • Competitive medical, dental, and vision coverage
  • Paid maternity, paternity & adoption leave
  • Unlimited paid time off
Job Summary
  • Job Title
    Customer Onboarding Manager / Engagement Manager
  • Company
    Forethought
  • Location
    Remote
  • Employment Type
    Full time
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