Engagement manager

📐 About this role

At WRITER, we empower our customers to become AI‑first companies by deeply integrating AI into every aspect of their organization. Our approach ensures secure, scalable implementation that is easy for IT to manage and drives widespread adoption. WRITER is the tailored solution for this transformation.

As an Engagement Manager, you will collaborate closely with both late‑stage prospects and existing customers. Your role encompasses pre‑sales scoping, post‑sales delivery, and value realization, helping enterprises quickly achieve tangible results with WRITER. You will guide these companies in adopting WRITER, enabling them to revolutionize their processes and workflows with AI. Your expertise is crucial in ensuring that customers achieve early successes and lay a solid foundation for broad AI adoption at scale.

Pre‑sales

• Partner with our Account Executives in use‑case validation calls as the expert to uncover how customers and prospects can use WRITER solutions including prebuilt agents, custom agents, and AI HQ

• Strategic selling and clear articulation of the value of WRITER's delivery methodology

• Communicate limitations and propose solutions, including custom agent scope, resource needs, and projected timelines

• Develop and maintain a deep understanding of the WRITER platform, the broader AI and LLM landscape, as well as our customers’ ecosystems so you can offer solution recommendations

• Write statement of work (SOWs) for identified use cases and custom agents

Post‑sales

• Partner with Customer Success Managers, Customer Architects, Customer Trainers, and AI Engineers to translate the customer’s AI vision into a phased delivery roadmap that aligns to WRITER’s Delivery Methodology

• Own end‑to‑end program execution: manage scope, identify measures of success, craft the deployment strategy, detailed project plan, and governance standards & processes.

• Lead discovery and user‑research to define key personas, surface pain points & opportunities, and turn research into actionable insights.

• Facilitate solution‑design sessions and define requirement artifacts such as journey maps, process maps, product requirement documentation (PRDs), and acceptance criteria.

• Define the testing strategy, oversee user acceptance testing, run cut‑over/Go‑No‑Go checklists, and manage hyper‑care & knowledge‑transfer to IT and end‑user teams.

• Build and execute an enablement strategy (role‑based training, office hours, champion network) that accelerates adoption and captures quantitative & qualitative success metric for WRITER's AI HQ & AI Studio.

• Proactively identify, mitigate, and elevate risks and dependencies; keep internal and customer stakeholders aligned through Steer Cos, Design Authorities, Architecture Review Boards, and reporting.

• 7+ years leading complex SaaS or AI programs for Fortune 500 clients—either in‑house or with a global consultancy

• Prior experience delivering globally scaled custom SaaS solutions as a Product Manager, Solution Architect, Engagement Manager, Program Manager, Transformation Consultant or related role

• Master planner and change‑agent: you translate strategy into phased roadmaps, set clear goals, and governance that drives measurable business outcomes.

• Inspiring leader and facilitator who unifies cross‑functional teams, runs high‑engagement workshops, and communicates complex concepts clearly to technical and non‑technical audiences alike.

• Trusted stakeholder manager: builds executive rapport, balances IT & business needs, and establishes transparent reporting cadences that surface risks early.

• Data‑driven problem solver skilled in user research, product design, root‑cause analysis, and prioritisation frameworks to focus teams and de‑risk delivery.

• Adaptable and endlessly curious—continuously up‑skills on LLM evaluation, RAG architectures, and emerging AI‑agent patterns; shares learnings to uplevel the wider team.

• You know how to partner with Architects & Engineers; you are comfortable participating in technical discussions ensuring the solution is aligned with the business objectives and needs of the end‑user.

• Bachelor’s degree in Computer Science,…