Customer Engagement Manager
Leads end-to-end delivery and stabilization of production agentic AI implementations for enterprise customers. The role requires 8+ years in technical delivery or program leadership, strong technical judgment, and experience with AI or automation systems, cloud platforms, APIs, and complex integrations.
About the job
Responsibilities
- Own end-to-end delivery of Ema’s agentic AI solutions, from design alignment through production rollout and stabilization.
- Ensure solutions align with Ema’s agentic architecture and platform capabilities.
- Understand customer business processes and constraints, and translate workflows into feasible agentic AI workflows.
- Provide delivery-focused technical oversight without being the primary builder.
- Anticipate implementation risks involving integrations, data quality, scale, and edge cases.
- Serve as the primary delivery contact for customer business and IT stakeholders.
- Coordinate across Engineering, Product, Data, Infrastructure, Value Engineering, and customer teams.
- Coach stakeholders and teams during high-stress delivery phases.
- Communicate progress, risks, and decisions clearly.
- Track success through adoption signals and outcome-related metrics.
- Provide day-to-day delivery leadership and mentorship.
- Promote shared standards, clear ownership, and delivery discipline.
Requirements
- 8+ years of experience in technical delivery, implementation management, or program leadership roles.
- Experience with agentic AI, automation, or workflow orchestration platforms.
- Proven experience delivering complex, customer-facing enterprise systems.
- Hands-on exposure to AI or automation systems in production.
- Experience working across Engineering, Product, and customer IT teams.
- A track record beyond pilots, including production delivery, scale, and accountability.
- Familiarity with cloud platforms, APIs, and enterprise integrations.
- Experience in fast-growing startups or enterprise platform companies.
- Strong technical and delivery judgment.
- Experience stabilizing systems after go-live under real-world pressure.
Compensation and Benefits
- Compensation is determined by factors including location, level, job-related knowledge, skills, and experience.
- Certain roles may be eligible for variable compensation, equity, and benefits.
Skills
Agentic AI, Workflow Orchestration, Automation, AWS, GCP, Microsoft Azure, APIs, Enterprise Integrations, Ai Systems, Cloud Platforms
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