Senior Manager, Forethought Implementation & Technical Services (Fits)

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.
Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary's Sound Ventures, Gwyneth Paltrow, NBA Vet Baron Davis, Robert Downey Jr., Sean "Diddy" Combs, LL Cool J, and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt-the world's most prestigious startup competition-and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes' Next Billion-Dollar Startups.
We are tackling a $30B+ market opportunity, and we're assembling a world-class FITS (Forethought's Implementation & Technical Services) team and we are currently seeking an experienced Senior Manager to lead our technical and enterprise focused Engagement Management, Implementation Engineering Team, and Support Organization. This is a pivotal people management role, reporting directly to the VP of Customer Success, designed for a leader who can own the entire spectrum of implementation services and ongoing support in close partnership with Sales and our Product organization.
What You'll Be Doing (Responsibilities):

• Comprehensive Leadership: As the Senior Manager of FITS, you will oversee the Engagement Management, Implementation Engineering Team, and Support Organization, ensuring a cohesive strategy across all customer interaction points.
• Engagement Management Expertise: Lead the FITS engagement management team and ensure ease of scoping engagements, delivering compelling prospect presentations, and ensuring flawless execution of post-sales engagements with operational rigor.
• Implementation Oversight: Direct the successful launch and seamless implementation of Forethought's solutions, providing guidance and support from pre-sales discussions through to post-sales implementation.
• Support Organization Steward: Develop and manage a high-performing support team, focused on delivering outstanding post-implementation assistance and maintaining long-term customer satisfaction.
• Services Offerings and Packages: Utilize your experience in professional services to build and refine paid services programs and packages from the ground up, focusing on scalable and sustainable growth.
• Collaborative Team Leadership: Foster strong collaboration within the FITS team and across other departments, ensuring alignment of goals and seamless execution of strategies.
• Customer Advocate: Represent the voice of the customer within Forethought, ensuring that customer feedback informs our product, services and support efforts.
• Growth and Expansion Champion: Proactively identify and pursue opportunities for service expansion and new offerings within existing customer accounts.

• Educational Requirement: BA/BS degree.
• Demonstrated people management experience across technical teams, specifically with a focus on professional services and customer support
• 8+ years in onboarding, implementation, and professional services in B2B SaaS, preferably with AI/Machine Learning/NLP exposure while leading technical teams.
• Demonstrated ability in launching and scaling new initiatives, services and packages.
• Operate with pace and adaptability, focusing on iterative learning and development.
• Work effectively with various teams, including sales, solution engineering, and product management.
• Attuned to customer needs and expectations, with a proven ability to build enduring relationships.
• Exceptional verbal and written communication skills.
• Demonstrated ability to manage complex customer escalations, prioritizing effectively and solving problems efficiently.

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• Hybrid in-office vs. remote structure that allows you to choose where you get your best work done
• Competitive medical, dental, and vision coverage
• Paid maternity, paternity & adoption leave
• Unlimited paid time off