AI Engagement Manager

About the role

Nanonets is seeking an AI Engagement Manager to oversee the ongoing relationship with our clients after the initial sale, ensuring they achieve meaningful business benefits from our AI-powered solutions. This role is in managing customer success by acting as a bridge between clients, product teams, and engineering. The ideal candidate will possess excellent stakeholder management skills, a technical background, and the ability to coordinate complex projects. The position involves working closely with clients to understand their needs, translating those needs into technical documentation, and ensuring smooth implementation and adoption of our solutions. The role requires a proactive approach to customer engagement, problem-solving, and continuous improvement of workflows to maximize customer satisfaction and retention.

Key facts

What you'll do

• Act as the primary point of contact for customers during and after implementation, ensuring a onboarding process and ongoing support.
• Develop strong relationships with both technical and non-technical stakeholders within client organizations to understand their needs and expectations.
• Proactively identify potential issues, risks, and escalations, and work diligently to resolve them to maintain high levels of customer satisfaction.
• Gather detailed customer requirements and convert them into comprehensive documentation, including product requirement documents (PRDs), workflows, and process diagrams.
• Collaborate closely with Product, Engineering, and Solutions teams to define project scope, set priorities, and establish clear timelines for deliverables.
• Manage multiple customer accounts simultaneously, juggling various project backlogs and ensuring timely completion of tasks.
• Create and maintain project plans, timelines, and trackers to monitor progress, identify bottlenecks, and ensure deadlines are met.
• Coordinate testing and validation phases to ensure workflows and integrations are functioning correctly before deployment to customers.
• Serve as the internal advocate for customers, conveying their feedback, feature requests, and pain points to the product team for continuous improvement.
• Identify opportunities to optimize workflows, improve product usage, and increase overall customer success through strategic insights and best practices.
• Support renewal and expansion efforts by demonstrating the value delivered to clients and identifying opportunities for upselling or additional services.
• Facilitate communication between customers and internal teams, ensuring transparency and alignment throughout project lifecycles.
• Assist in onboarding new clients by providing guidance on workflows, integrations, and best practices for using Nanonets' solutions effectively.
• Maintain detailed records of customer interactions, project statuses, and technical documentation to ensure knowledge sharing and continuity.
• Stay informed about product updates, new features, and industry trends to better serve customer needs and provide expert guidance.
• Participate in regular team meetings to share insights, challenges, and successes, contributing to the overall growth and improvement of the customer success function.
• Contribute to the development of internal processes and tools that enhance project management and customer engagement efficiency.
• Support training sessions or webinars for clients to help them maximize the value of Nanonets' solutions.
• Work with the sales team during renewal discussions, providing technical insights and demonstrating the impact of our solutions.

Requirements

• Minimum of 3 years of experience in stakeholder engagement roles such as Technical Engagement Manager, Implementation Manager, Customer Delivery Manager, or similar positions.
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent experience in a technical development or customer success role.
• Proven experience managing end-to-end SaaS implementations, working closely with engineering and product teams to deliver solutions.
• Strong technical understanding, including familiarity with APIs, integrations, data workflows, and automation processes (coding skills are not required but understanding is essential).
• Ability to translate complex business needs into clear, actionable technical documentation and workflows.
• Demonstrated ability to manage multiple complex projects simultaneously, prioritize tasks, and meet deadlines.
• Excellent stakeholder management skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong problem-solving skills and a proactive attitude towards resolving customer issues.
• Experience working with enterprise or mid-market clients in live environments is preferred.
• Good organizational skills, with attention to detail and the ability to maintain comprehensive records.
• Ability to work collaboratively within a team and across departments to achieve common goals.
• Flexibility and adaptability to handle changing priorities and customer needs.

Nice to have

• Familiarity with AI/ML concepts, workflow automation, document processing, or enterprise SaaS solutions.
• Experience working with enterprise or mid-market clients in live operational environments.
• Knowledge of industry standards and best practices for customer success and SaaS deployment.
• Experience in balancing customer expectations with product development timelines to ensure successful delivery.
• Ability to provide training or conduct webinars for clients to enhance their understanding and use of the platform.
• Exposure to data security, compliance, or ITAR regulations relevant to enterprise solutions.

Skills & tools

• Proficiency with project management tools such as Jira, Trello, or Asana.
• Strong documentation skills, including creating workflows, PRDs, and technical guides.
• Understanding of SaaS platforms, APIs, and integrations.
• Excellent communication skills, both written and verbal, to effectively liaise with clients and internal teams.
• Ability to interpret technical data and translate it into understandable language for diverse audiences.
• Familiarity with workflow automation tools and document processing solutions is a plus.

Practical notes

• Nanonets is open to considering candidates requiring visa sponsorship.
• The position is based on-site in Bangalore; candidates must be willing to work from the office.
• Benefits include a competitive salary, health insurance, and opportunities for professional development.
• The company encourages a collaborative and innovative work environment.
• Interested candidates should submit their applications by [insert application deadline].
• Candidates are expected to have a proactive approach, strong organizational skills, and a customer-centric mindset.
• The role offers a chance to work at the intersection of AI technology and enterprise customer success, contributing to impactful projects.