Agent Engagement Manager

The mission of the Agent Engagement Manager (AEM) is to ensure every enterprise customer achieves rapid, measurable value from FurtherAI. The AEEM bridges pre-sales and post-sales—scoping use cases with AEs during evaluation, then owning end-to-end delivery from kickoff through go-live and adoption. After initial deployment, the AEM partners with Customer Success to drive expansion across additional products and workflows.

Responsibilities

- Own end-to-end customer implementations: kickoff, discovery, solution design, configuration, testing, go-live, and hypercare

- Lead kickoff calls and workshops with customer stakeholders across business and technical teams

- Develop project plans, manage timelines, and keep implementations on track against customer milestones

- Partner with engineering to scope integrations and troubleshoot technical issues

- Drive adoption by building training programs, identifying champions, and helping customers change how they work

- Handle objections, navigate organizational resistance, and keep projects moving when stakeholders go sideways

- Surface expansion opportunities and hand off to sales for upsell/cross-sell

- Translate customer feedback into product insights and advocate for customer needs with the product team

- Build and codify delivery best practices—playbooks, templates, and documentation that reduce onboarding time for future hires

Competencies to screen and train for:

- Implementation & program management: Proven experience leading complex SaaS or AI deployments for enterprise customers—managing scope, timelines, dependencies, and stakeholder alignment. Comfortable with project governance structures (SteerCos, status reporting, risk/issue logs).

- Technical fluency: Ability to engage credibly in discussions about APIs, integrations, data pipelines, and security/compliance requirements. Doesn't need to write code, but can partner effectively with Solutions Architects and Engineers to translate business requirements into technical specs.

- Consultative discovery & solution design; Skilled at running workshops to uncover pain points, map workflows, and define use cases. Can produce artifacts like journey maps, process flows, and PRDs that align customer goals with FurtherAI capabilities.

- Presentation & executive communication Can command a room—whether it's a kickoff with senior stakeholders, a SteerCo update, or a training session with end users. Able to tailor message and level of detail to the audience, from IT teams to C-suite.

- Objection handling & navigating resistance Comfortable addressing skepticism, pushback, and competing priorities from customers. Can de-escalate tense situations, reframe concerns constructively, and keep implementations on track when stakeholders go sideways.

- Change management & enablement Experience driving adoption at scale—building training programs, creating champions, and overcoming organizational resistance. Understands that software delivery is only half the job; behavior change is the other half.

- Industry awareness Domain background is a plus, but the ability to learn fast and engage credibly with customer stakeholders is more important. Should be able to quickly grasp complex business workflows and speak the customer's language.

- Startup builder mindset Comfortable operating without a playbook, creating processes from scratch, and wearing multiple hats. Proactive problem-solver who doesn't wait for permission.