Responsibilities
- Own customer implementations and serve as the single point of contact for ongoing engagement.
- Build trusted relationships with customer stakeholders across technical and non‑technical teams.
- Proactively manage customer expectations, risks, and escalations to ensure long‑term satisfaction and retention.
- Translate customer requirements into clear documentation (PRDs, workflows, success criteria) for internal teams.
- Partner closely with Product, Engineering, and Solutions teams to scope work, prioritize requests, and deliver against timelines.
- Maintain and prioritize backlogs across multiple customer accounts.
- Plan and communicate project timelines using structured documentation (project plans, trackers, presentations).
- Ensure end‑to‑end testing and validation of workflows before customer release.
- Act as the voice of the customer internally, clearly surfacing feedback, enhancement requests, and recurring themes.
- Identify opportunities to improve product adoption, workflow efficiency, and customer outcomes.
- Support renewals and expansions by demonstrating value realization and impact.
Requirements
- 3+ years of experience in stakeholder‑facing roles such as Technical Engagement Manager, Implementation Manager, Technical Account Manager, Solutions Consultant, or Customer Delivery Manager.
- Bachelor’s degree in Computer Science, Engineering, or a related technical field OR prior experience working as a software engineer or in a technical development role.
- Demonstrated experience leading end-to-end SaaS implementations in partnership with engineering teams.
- Strong technical fluency — comfortable discussing APIs, integrations, data workflows, and system constraints (no coding required).
- Experience translating business requirements into structured technical documentation (PRDs, specs, workflows).
- Proven ability to manage multiple complex customer implementations simultaneously.
- Strong stakeholder management skills with both technical and non-technical audiences.
Nice to Have
- Experience in AI/ML, workflow automation, document processing, or enterprise SaaS.
- Experience working with enterprise or mid-market customers in production environments.
- Prior experience balancing customer demands with product roadmap constraints.
