Senior Engagement Manager (Remote)

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Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

Replicant is building the world's first autonomous contact center that works out-of-the-box to solve customer problems over the phone using voice AI. You can think of Replicant Voice as a self-service, Thinking Machine™. Just like agents, Replicant is able to speak with customers in a natural tone, answer questions without delay, and deflect calls to resolve customer issues quickly. Now, enterprise customers can eliminate hold times, manage unpredictable call volumes, and give agents time back to resolve high empathy cases with a new, human + AI operating model.

If you're excited by AI and human-to-machine communications and want to make an impact with great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

We are expanding our Professional Services team as our customer base grows. The Sr. Engagement Manager is a key role responsible for the success of customer deployments. We seek a highly motivated and self-sufficient individual to provide project engagement advisor services for Replicant deployments, including building customer relationships, advising customers on the best practice use of Replicant solutions, and managing deployment projects.

The Engagement Manager operates in a leveraged mode across multiple Replicant customer engagements to ensure the successful deployment of our solutions.

What You'll Do

  • Work with Replicant customers, teams and business partner resources to provide advice, guidance and best practices for Replicant customer solutions
  • Understand the customer value proposition intimately and as such serve as Project Manager for implementing the customer’s Replicant Thinking Machine
  • Work with other Replicant Engagement Managers to staff projects with appropriate resources
  • Help to create and enforce Replicant’s implementation methodologies
  • Work with product, design, CSM and the customers to create optimal flows and improve results
  • Deliver production Thinking Machines to production within 3 months of kickoff and ramp up volume to achieve expected ARR run rates
  • Engage with senior customer leadership on engagement progress and outcomes

  • In this capacity the Engagement Manager will draw upon product, domain and deployment experience to provide best practice advice and guidance to Replicant customers to ensure that the products are implemented in the most efficient and optimal manner. The goal is 100% referenceability with each and every project.

What You'll Bring

  • 5-7 years customer-facing project management or business consulting experience 
  • Demonstrated desire to work in a leveraged manner, working through others to deliver high quality results across a larger sphere of influence
  • Excellent interpersonal, written and verbal communication skills
  • Excellent customer facing and presentation skills
  • Excellent organizational skills, ability to set own task lists and timelines
  • Ability to negotiate with customers to the benefit of Replicant
  • Ability and willingness to work under pressure in a highly dynamic environment
  • Bachelor's degree in a technical field (or equivalent)
  • Ability to travel 25% (once COVID permits)

Valuable Skills

  • MBA
  • Experience with enterprise tools like Salesforce and Zendesk 
  • Experience with reporting/business intelligence tools (e.g. Looker)
  • Experience implementing or using one or more of the following enterprise applications: NICE, Verint, Genesys, SAP, Twilio, TalkDesk, etc.

Perks

For all employees, we offer:
🏠 Remote working environment that respects time zone differences
💸 Highly competitive salaries, equity, and for US Employees, a 401(k) plan
🏥 Top of the line healthcare (medical, vision, and dental)
🌴 Unlimited paid time off, with a minimum of 15 days off per year
✈️ Amazing team trips & offsites where you can find our CEO baking bread for the team
🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

More Information on Replicant
Replicant operates in the Other industry. The company is located in San Francisco, CA. Replicant was founded in 2017. It has 88 total employees. To see all 13 open jobs at Replicant, click here.
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