Head of Customer Engagement
Leads and scales Ema’s global customer delivery function, personally sponsoring strategic enterprise deployments and establishing repeatable practices for go-live, adoption, stabilization, and value realization. Requires 12+ years in enterprise delivery and strong technical fluency with production AI systems.
About the job
Responsibilities
- Lead, coach, and scale the global Customer Engagement team across the US, India, and UK.
- Define hiring standards, interview processes, career ladders, and team development programs.
- Personally lead delivery for strategic enterprise accounts.
- Create repeatable delivery methodologies covering onboarding, weekly operating rhythms, steering meetings, QBRs, go-live, hypercare, stabilization, steady state, and retrospectives.
- Establish change-management, adoption, and value-realization practices tied to customer business cases.
- Own portfolio metrics including time-to-value, deployment velocity, production go-lives, adoption, utilization, stabilization quality, and value realization.
- Partner with Sales on renewal and expansion outcomes and enforce disciplined engagement scoping.
- Determine account delivery models, including embedded, pooled, scaled, and partner-led delivery through global systems integrators.
- Serve as the senior executive-facing delivery sponsor and escalation owner, coordinating Engineering, Product, and Infrastructure.
- Travel regularly to customers and Ema offices in London and Bengaluru; expected travel is 25–40%.
Requirements
- 12+ years of experience in enterprise delivery, professional services, implementation, forward-deployed engineering, or technical customer success.
- 4+ years leading customer-facing delivery teams.
- Experience shipping AI, automation, or workflow-orchestration systems to production for enterprise customers and owning hypercare, stabilization, adoption, and outcomes.
- Experience building and scaling a function, including hiring and developing delivery talent and creating playbooks and methodologies.
- Technical fluency with modern AI systems, including LLMs, retrieval-augmented generation, agents, evaluations, human-in-the-loop design, enterprise integrations, and APIs.
- Commercial experience with scoping, capacity planning, utilization, and renewal or expansion outcomes.
- Ability to manage high-pressure delivery issues, make feasibility decisions, and coordinate cross-functional resolution.
- Experience in enterprise AI, automation, or platform companies, or fast-scaling startups delivering to enterprises.
Compensation
- Compensation is determined by location, level, job-related knowledge, skills, and experience.
- Certain roles may be eligible for variable compensation, equity, and benefits.
Skills
Artificial Intelligence, LLMs, Retrieval-Augmented Generation, AI Agents, Ai Evaluations, Human-In-The-Loop Design, Enterprise Integrations, APIs, Workflow Orchestration, Change Management, Value Realization, Capacity Planning, Utilization Management, QBRs
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