Engagement Manager

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.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again. 

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other 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 Delivery team as our customer base grows. The Engagement Manager is a key role responsible for the success of our customers. We’re looking for a highly motivated and self-sufficient individual to own key customer relationships, lead the deployment of our solution across a portfolio of customers, and manage a team of PMs and Engineers to ensure high quality, on-time delivery, and innovation. You’ll be working directly with a former McKinsey AP who has spent the last 6 years leading customer delivery teams.

What You’ll Do

• Drive client’s CX Transformation using Replicant’s Conversational AI Platform. Advise clients on approach, best practices, and client-side of the transformation

• Architect and implement high-impact customer solutions, solving challenges across industries & verticals

• Spearhead cross-functional teams, including engineers and data scientists, to develop and execute innovative implementation methodologies that set new industry standards

• Own end-to-end project delivery, from initial discovery to hypercare, ensuring exceptional client satisfaction and measurable ROI

• Cultivate and nurture CXO relationships, positioning yourself as a trusted advisor on AI-driven business transformation

• Contribute to Replicant's thought leadership by developing best practices, authoring white papers, and presenting at industry conferences

• Mentor and develop junior team members, fostering a high-performance culture that rivals top-tier consulting environments

What You’ll Bring

• Startup mentality: You’re adaptable, comfortable with ambiguity, and aren’t afraid to roll up your sleeves to engage deeply with our customers and data to get things done

• Data obsessed: You love digging into the numbers and finding opportunities  that others would have missed

• Systematic thinking: You’re relentless about optimizing the product and processes to make things easier and better the next time around

• Artisan communicator: You have excellent written and verbal communication skills in a client-facing role

• 2-3 years customer-facing project management or business consulting experience 

• Bachelor's degree in a technical field (or equivalent)

• Experience in enterprise SaaS and/or AI is also a nice-to-have!

• Ability to travel (~25% requirement)

For all full-time 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)

🏋️  Health and Wellness Perk

🖥️ Equipment Stipend

🌴  Flexible vacation policy

✈️  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.

Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at hr@replicant.ai and we’ll work to meet your needs.