Sr. Engagement Manager

About Albert Invent

Albert‘s mission is to Digitalize the World of Chemistry, using data and machine learning to drastically accelerate the invention of new materials. Our platform helps R&D organizations achieve a structured data foundation, digitalize their formulation and testing processes, and empower scientists to innovate faster, smarter, and at scale. 

We are looking for a Sr. Engagement Manager to join our Transformation team, reporting to the Director, Customer Success & Support. The role is critical to driving successful outcomes for Albert’s most strategically important customers. If you're passionate about cutting-edge technology and love working in a fast-paced and growing culture, we want you on our team! 

What you'll do

As a Senior Engagement Manager at Albert, you will own the full post-sale lifecycle for our most strategic enterprise customers. You’ll be accountable for ensuring customers achieve meaningful business transformation through Albert, while also orchestrating services delivery to ensure contracted outcomes are delivered on time, at quality, and with clear value realized. 

You will act as the primary relationship owner, responsible for driving adoption and value realization, while also driving program delivery, managing timelines, escalating risks, and coordinating internal resources. 

Program / Delivery Management 

• Serve as the Transformation Lead for customer programs, ensuring contracted services are delivered successfully. 

• Build and manage deployment schedules, tracking progress against milestones. 

• Partner with and coordinate Scientific Leads, Delivery Operations, and Technical Operations to ensure smooth delivery of workflows and training. 

• Anticipate risks, proactively resolve issues, and escalate when necessary. 

• Ensure delivery outcomes are translated into measurable customer value 

• Scope projects and build Statements of Work (SOWs) 

Change Management 

• Guide customers through organizational change required to adopt Albert, including stakeholder mapping, communication planning, and adoption strategies. 

• Embed best practices for change and resistance management in all customer programs. 

Customer Success 

• Own the strategic relationship with enterprise customers post-sale for the remainder of the customer’s journey with Albert, serving as their trusted advisor. 

• Develop and execute customer success plans aligned to business transformation outcomes. 

• Drive product adoption across scientific and operational workflows. 

• Lead value realization activities, including ROI measurement and business reviews. 

• Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report internally on customer health status, risks and opportunities 

• Understand and identify Albert services and offerings and how they help meet customer’s objectives leading to upsell opportunities 

• Support renewal and expansion opportunities led by Account Executives 

Qualifications

• 7+ years experience in Enterprise SaaS, Consulting, or the chemical/materials R&D space in roles spanning Program/Project Management or Professional Services 

• Ideally a Master’s degree or higher in Chemistry, Chemical Engineering, Materials Science, Polymer Science, or a related scientific/engineering discipline. MBA is a plus.   

• PMP and/or CAPM certification a plus 

• Strong program or portfolio leadership experience: ability to manage complex, multi-stakeholder programs with measurable outcomes. 

• Ability to lead and manage complex programs, ensuring timely delivery of objectives while coordinating with multiple stakeholders.  

• Deep working knowledge of Chemistry and Materials Science, and familiarity with the broader chemicals industry is preferred 

• Ability to analyze customer data and use insights to drive decisions and actions 

• Familiarity with change management frameworks (ADKAR, Prosci, Kotter) strongly preferred and a passion for change management is required 

• Strong relationship-building skills, with the ability to establish trust and rapport with clients and stakeholders at all levels. Experience in nurturing long-term (multi-year) partnerships is essential.  

• Excellent communication skills, both verbal and written, enabling effective engagement with clients, technical teams, and executives. 

• Strong understanding of R&D IT ecosystems:  ELN/LIMS, PLM, ERP, and analytics tools 

• Ability to travel ~20 to 50% (North America and Europe) 

Key competencies: 

Grit: Self-starter, persistent problem solver, relentless in their pursuit of progress. 

Proactive Collaborator: Proactive, customer-focused mindset with a passion for helping others succeed 

Adaptability: Comfortable in dynamic, evolving customer and company environments 

Innovator: Passionate about improving customer outcomes through digital tools and scientific rigor 

Empathy: Strong active listening across multiple personas and cultures 

Leadership: Ability to lead initiatives and drive projects to completion with little or no oversight.