Engagement Manager

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.

Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.

We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.

**POSITION / TITLE**:
Engagement Manager

***:
The Engagement Manager (EM) is the primary manager for the overall definition, delivery and planning of Kore platform implementation and integration for various clients. The EM will serve as a liaison between Kore and the clients to ensure all requirements are implemented on schedule and within budget. EM will manage multiple clients and drive business value / ROI for clients from implementations. The EM is also responsible for leading and motivating the team and is viewed by clients as the primary contact for a wide variety of issues related to their implementations and integrations. The EM will coordinate global resources, partners and support teams. EM will also need to be able to partner effectively with client and partner stakeholders, deliver under tight deadlines, have strong communication skills and have the ability to manage multiple projects at one time. EM will manage the services P&L for their portfolio.

**LOCATION**:
Remote - Sydney, AUS

**RESPONSIBILITIES**:

- Effectively manage all commercial aspects of the client relationship including contracts, pricing, profitability, internal revenue and profit forecasting.
- Brings client context from close delivery experience, lead delivery set-up governance & works closely with clients and service line delivery teams.
- Owns delivery management and delivery excellence by leading the design and customer requirements gathering, validation and optimization.
- Responsible to set-up delivery and governance rigor and reviews delivery and financial metrics, assess risk and drive mitigation plans, creates and review SOW / work orders to better address delivery issues, and resolves/escalates platform related issues closely working with platform teams.
- Accurately plan and forecast revenue growth to achieve their net revenue and margin targets.
- Directs team activities to ensure full collaboration and partnership and leveraging the company’s full complement of resources to support the business.
- Engage with senior level client contacts across all areas of the client’s business on a regular basis, delivering a continuous flow of business-building ideas, while securing relationship and performance feedback.
- Develop and drive growth & account plans, processes, and strategies that improve results for clients, while growing the account portfolio.
- Continually increase knowledge of the client’s business (and industry) often serving as the client’s first line consultant.
- Provide leadership and direction to client and capability teams, fully leveraging all direct and indirect resources and ensuring optimal levels of productivity, service, communications, & quality in a matrix environment for assigned clients.
- Effectively plan work, communicate changes, and troubleshoot problems, assuring that the client and company commitments are kept.
- Work closely with the sales team to scope the project, develop services proposal, deliver it to the customers.
- Effectively “on-board” new client relationships.
- Proactively work to assure a highly engaged team staffed with top talent. Hires, retains, develops and engages top level talent that inspires the trust and confidence of our clients and in turn becomes the reason why clients want to work with us.

**QUALIFICATIONS / SKILLS REQUIRED**:

- A minimum of 15 years of experience in a client facing role or account leadership role in the IT professional services or management consulting firm required
- Experience in handling Contact Center, Conversational AI Implementations required
- Experience in implementations of CCaaS solutions leveraging Genesys, Cisco, Avaya, AudioCodes, Twilio, ASR/TTS engines like Google, Nuance, Azure etc., platforms required
- Experi