Engagement Manager (Implementation)

We are tackling a $400B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Engagement Manager to join our dynamic team.

As an Engagement Manager, you will play a critical role in the successful deployment of our projects and the onboarding of our clients. You will work directly with customers to understand their needs and requirements. This role calls for technical strength, a customer-centric approach, and solid problem-solving skills to ensure smooth implementation and strong customer satisfaction.

At Forethought, we’re pioneering human-centered AI that transforms how teams deliver customer support. As an Engagement Manager, you’ll help our customers unlock the full potential of Forethought’s AI solutions—guiding them from implementation to measurable success. You’ll partner closely with customers to ensure our technology not only works, but also works for them, driving efficiency, empowering agents, and creating smarter, faster, more delightful support experiences.

What You'll Be Doing (Responsibilities):

• Lead AI-Powered Implementations: Onboard and guide newly signed customers through successful delivery of Forethought’s AI solutions—ensuring they achieve measurable impact and tangible value from our technology.
• Kickoff with Strategic Intent: Conduct project kickoff meetings, discovery sessions, and training workshops to uncover customer goals and define how AI can best drive outcomes across their support workflows.
• Translate Vision into Execution: Develop detailed project plans, success metrics, and implementation timelines that align Forethought’s AI capabilities with each client’s business objectives.
• Be the AI Value Partner: Serve as the primary point of contact throughout implementation, proactively managing communication, setting expectations, and ensuring clients understand the “why” and “how” behind each AI-driven decision.
• Orchestrate Cross-Functional Delivery: Collaborate closely with Solution Engineers, Implementation Consultants, Developers, and Sales to ensure seamless deployment and continuous calibration of AI models to customer data.
• Ensure AI Readiness & Adoption: Identify potential risks or barriers to adoption, and develop strategies to drive end-user confidence, trust, and sustained engagement with the AI platform.
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