About The Job:
- Own and orchestrate end-to-end customer engagements in our Forward Deployed Engineering (FDE) AI Adoption program, an industry-standard model embraced by leading tech giants. In this role, you'll be at the forefront of the AI revolution, driving measurable outcomes and customer success by embedding with clients to deliver transformative Agentic AI and Now Assist solutions.
- Lead scope, governance, and delivery for high-impact FDE engagements, ensuring customers achieve rapid time-to-value and become referenceable success stories.
Essential Job Functions:
- Own customer engagement end-to-end: act as the primary point of contact; run kickoffs; set expectations; publish weekly status; manage escalations; drive closeout.
- Drive scope and governance: translate discovery into written scope and timeline; confirm deliverables and success criteria; establish cadence with customer and internal teams.
- Plan and run working sessions: schedule and facilitate design workshops, technical deep dives, and validation sessions.
- Coordinate multi-disciplinary pods: align forward deployed engineers, architects, inbound/outbound PMs, solution managers, and program managers around milestones and dependencies.
- Orchestrate timeline, budget, and resourcing: partner with resource management; adjust plans as risks emerge; ensure on-time, on-budget delivery.
- Standardize artifacts and hygiene: maintain project plans, status templates, customer follow-ups, and consistent documentation across engagements.
Qualifications:
- Proven experience in program or engagement management for enterprise SaaS or AI-driven solutions.
- Strong skills in customer communication, workshop facilitation, and risk/issue tracking.
- Familiarity with Now Assist and Agentic AI offerings; comfortable partnering with engineering and product teams.
- Ability to manage complex, multi-stakeholder projects with precision and urgency.
- Exceptional organizational skills and a bias for action in dynamic, fast-changing environments.
- Success Metrics: On-time, on-budget delivery of FDE engagements, Customer satisfaction and reference wins, Adoption metrics achieved per engagement scope, Consistent governance and artifact hygiene across programs.
Core Professional Skills
- End-to-End Engagement Management: Proven ability to lead the full customer lifecycle, from initial kickoff and expectation setting to final delivery and closeout.
- Strategic Governance: Expertise in translating discovery sessions into formal scope, defining success criteria, and establishing rigorous project cadences.
- Stakeholder Orchestration: Skilled in aligning multi-disciplinary pods (Engineers, Architects, Product Managers, and Solution Managers) toward shared milestones.
- Workshop Facilitation: Experience planning and running high-impact design workshops and technical deep-dive sessions with enterprise clients.
- Risk & Mitigation Management: Ability to proactively identify project risks, manage escalations, and adjust resourcing/timelines to ensure on-time delivery.
Technical & Domain Expertise
- AI Implementation Knowledge: Familiarity with Agentic AI frameworks and Now Assist solutions.
- SaaS Program Management: Strong background in managing complex enterprise software-as-a-service deployments.
- Data-Driven Decision Making: Ability to track and report on adoption metrics and success criteria to ensure measurable customer ROI.
- Project Hygiene: Mastery of project management artifacts, including status templates, project plans, and comprehensive technical documentation.
Soft Skills & Attributes
- Bias for Action: A high-energy approach to solving problems in fast-paced, dynamic environments.
- Exceptional Communication: Strong verbal and written skills for navigating complex, multi-stakeholder environments.
- Precision & Urgency: A detail-oriented mindset focused on meeting tight deadlines without sacrificing quality.
