Senior Enterprise Engagement Manager

About the role

Parloa is at the forefront of revolutionizing the customer experience industry through innovative AI-driven solutions. As a Senior Enterprise Engagement Manager, you will serve as the primary post-sale leader responsible for managing a diverse portfolio of enterprise clients. Your main focus will be guiding clients through the implementation, adoption, and ongoing success of our platform, ensuring they realize maximum value from our technology. This role requires a combination of strategic thinking, excellent interpersonal skills, and deep understanding of enterprise customer needs. You will act as a trusted advisor, building strong relationships with key stakeholders across various organizational levels, including technical teams, operational managers, and executive leadership. Your efforts will directly influence customer satisfaction, retention, and growth, positioning Parloa as a strategic partner in their digital transformation journey.

Key facts

What you'll do

• Serve as the main strategic partner for a portfolio of enterprise clients, developing deep relationships with stakeholders across technical, operational, and executive levels to understand their business needs and objectives.
• Create comprehensive account strategies that align with each client's goals, long-term growth plans, and operational requirements, ensuring a tailored approach to each engagement.
• Lead and facilitate executive business reviews, presenting measurable results, ROI, and strategic alignment to client leadership teams.
• Collaborate closely with cross-functional teams - including Implementation, Product, and Engineering - to ensure smooth deployment of solutions from initial planning through to successful launch and adoption.
• Establish governance frameworks, project timelines, and accountability measures across multiple workstreams, proactively identifying potential risks and implementing mitigation strategies.
• Promote user adoption by developing change management plans, providing training, and supporting clients through organizational adjustments to maximize platform utilization.
• Define, monitor, and communicate key performance indicators (KPIs) such as automation rates, customer satisfaction scores, operational efficiency, and cost savings, providing actionable insights to both clients and internal teams.
• Identify performance gaps and develop structured improvement plans to enhance outcomes, ensuring continuous optimization of the platform's value delivery.
• Support commercial growth initiatives by identifying opportunities for account expansion, creating strategic account roadmaps, and assisting with contract renewals to ensure high retention rates.
• Contribute to high Net Revenue Retention (NRR) by aligning success initiatives with long-term customer value and proactively addressing potential churn risks.
• Position Parloa as a trusted strategic partner by influencing customer strategies proactively, rather than simply responding to requests, thereby fostering long-term relationships and mutual growth.
• Act as a voice of the customer internally, providing feedback to product and engineering teams to inform future development and enhancements based on client needs and insights.
• Maintain a deep understanding of industry trends, competitive landscape, and emerging technologies to better serve clients and anticipate future needs.
• Represent Parloa at industry events, conferences, and client meetings to strengthen relationships and promote our solutions.
• Ensure compliance with company policies, including data security and privacy standards, especially given the sensitive nature of enterprise data.
• Support onboarding and training initiatives for new clients, ensuring a smooth transition and early success with our platform.
• Maintain detailed documentation of client interactions, project statuses, and strategic plans to ensure continuity and transparency across teams.

Requirements

• Minimum of 5 years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or related roles within SaaS or enterprise technology environments.
• Proven track record managing large, complex accounts with annual recurring revenue of $500K or more.
• Demonstrated ability to operate effectively at both strategic and operational levels, including engaging with C-level executives and translating business needs into technical solutions.
• Strong influence skills, with experience in managing relationships at Director, VP, and C-levels, and driving consensus among diverse stakeholders.
• Experience in driving measurable business outcomes, with a focus on KPIs such as automation, efficiency, customer satisfaction, and cost reduction.
• Excellent project management skills, with the ability to handle multiple priorities, manage timelines, and coordinate cross-functional teams.
• Familiarity with account expansion, renewal strategies, and long-term customer success planning.
• Ability to analyze data, interpret trends, and communicate insights effectively to both technical and non-technical audiences.
• Strong organizational skills, with attention to detail and a proactive approach to problem-solving.
• Experience working in fast-paced, high-growth environments, with a customer-centric mindset.
• Knowledge of enterprise software deployment processes and change management practices.

Nice to have

• Background in AI, automation, customer experience platforms, or contact center technologies.
• Experience with digital transformation or operational modernization projects within large organizations.
• Familiarity with global or multi-regional enterprise organizations, managing diverse cultural and operational contexts.
• Prior experience working with ITAR-compliant products or in regulated industries.

Skills & tools

• Proficiency in project management software and customer relationship management (CRM) tools.
• Strong analytical skills to interpret data and generate actionable insights.
• Excellent written and verbal communication skills for effective stakeholder engagement and reporting.
• Ability to develop and deliver compelling presentations to executive audiences.
• Familiarity with enterprise software deployment methodologies and best practices.

Practical notes

• Parloa is an e-verify employer in the USA.
• Compensation for this position is structured as On-Target Earnings (OTE), which includes a base salary and a performance-based variable component, along with an equity package.
• Salary Range: $130,000 - $165,000 USD.
• This role is based at our New York Office and requires on-site presence.
• Parloa is committed to maintaining high data protection standards for our clients and employees.
• We are an equal opportunity employer, dedicated to fostering an inclusive environment for all qualified applicants regardless of race, gender, sexual orientation, age, religion, national origin, disability status, or socioeconomic background.