Engagement Manager

Engagement Manager
Location: Remote (or virtual office)
Department: Implementations (Customer Experience)
Reports to: VP of Engagements

Who we are:
Pypestream is a self-service automation platform that transforms how businesses engage and empower their customers. Founded in 2015 with the belief that customers deserve better, our digital platform provides exceptional customer service on any channel, anytime. We cater to clients across multiple industries, including market leaders like Sling TV, HBO Max, T-Mobile, and Procter & Gamble, who are dedicated to delivering positive customer experiences.

Why you should join:

• We are a growing team of delivery experts, designers, engineers and data scientists focused on creating a communication platform allowing for intimate yet scalable conversations.
• We have a close-knit, high-performing Implementations & Services (Customer Experience) team that works collaboratively with the Product and Engineering teams to ensure the success of all our customers.
• We’re passionate about solving our customer’s most complex problems through intelligent conversational design and advanced automation integration.
• You’ll be given the freedom to develop new processes and bring fresh ideas to the table, while receiving the support and guidance from an experienced management team.

What we’re looking for:
Someone who is a self-starter with a desire to tackle the toughest challenges faced by our enterprise customers and is comfortable acting as the face of Pypestream to those customers. An Engagement Manager (EM) is able to wear multiple hats, dissect use cases, think critically and explain complex, technical topics in simple terms to our customers. EMs always have the customer’s best interest in mind and are able to implement Pypestream’s product according to a strict timeline and set of customer expectations, often managing unforeseen requirements and multiple stakeholder groups. EMs work closely with Solution Designers to develop innovative and engaging conversational solutions that ultimately achieve (or exceed) our customers’ specific business goals. Post go-live, EMs are able to recommend changes and enhancements to deployed solutions, respond to support requests or technical issues, and manage the overall day-to-day relationship with each of their accounts.

What you'll do:

• Lead multiple (4-6) customer implementations simultaneously with a regular cadence of checkpoints, working sessions and ongoing communication.
• Serve as the face of Pypestream to C-level executives and senior leaders of Pypestream’s enterprise customers.
• Establish a trusted and strategic advisor relationship with each customer and act as their spokesperson within Pypestream to drive adoption of our product.
• Prepare key deliverables (kickoff guides, project scope, design playbacks, etc.) for each customer implementation.
• Work with customers to establish business goals and KPIs to measure the success of the solution implemented.
• Explain Pypestream’s product capabilities within the scope of each implementation and educate customer stakeholders on key concepts (user experience, conversational design, natural language understanding, backend integrations, etc.).
• Mitigate implementation risks by closely tracking all issues, dependencies, and assumptions.
• Facilitate all key meetings with customers, including use case ideation sessions, requirements gathering sessions, design workshops, status meetings, and QA/UAT reviews.
• Onboard customer stakeholders to Pypestream’s product by facilitating training sessions.
• Work with customers to define their marketing strategy for driving end-user adoption of and engagement with Pypestream once deployed into production.
• Visit customers (1-2 times per month) to meet with key stakeholders to kickoff implementations and/or conduct key design/development workshops. (Note: Customer travel is currently suspended due to the ongoing COVID-19 pandemic in the US.)
• Coordinate with Pypestream’s Sales team to onboard customers for the implementation phase, once a new contract has been signed.
• Work with Pypestream’s Product team to review and prioritize customer feature requests, advocating on the customer’s behalf when appropriate.
• Identify potential follow-on opportunities within assigned customers and work with Pypestream’s Sales team to grow Pypestream’s footprint.

What's expected:

• US Citizenship or Green Card
• Bachelor’s Degree from a Top Tier school (Business, Engineering, or Computer Science degree preferred)
• 5+ years work experience in a customer-facing role (Enterprise SaaS and/or Consulting preferred)
• A critical thinking mind with attention to detail, able to handle multiple areas of responsibility simultaneously
• Ability to interface seamlessly among technical and non-technical, external and internal stakeholders to ensure successful implementations
• Ability to work collaboratively within the Pypestream team to extract best practices and innovate on the job
• Professional demeanor and impeccable written / verbal skills when communicating with both executive / C-level and project-level customer stakeholders
• Expertise in managing complex project timelines with multiple workstreams, dependencies and assumptions; PMP, PMI-ACP, and/or ITIL a plus
• Applied experience with Agile / Scrum delivery methodologies, including managing software releases, end-to-end testing, and QA/UAT cycles
• Experience with PM / Issues Tracking tools (e.g., Confluence, Jira, Trello, Asana, Wrike, Monday.com)
• Understanding of (minimum) or hands on experience with (preferred) Natural Language Understanding (NLU) concepts
• Previous exposure to Python 3.x, REST/SOAP APIs, Cloud infrastructure and connectivity a plus

What you’ll get:

• A dynamic culture where performance and results are rewarded, coworkers collaborate and support one another, and individuals can contribute beyond their dedicated role
• Competitive compensation including base salary, performance bonuses and option grants
• Top-tier medical/dental/vision coverage, 401K, and self-managed PTO