Forward Deployed Engineer, Managed Services

Accountabilities:

• Build, configure, and continuously tune AI Agents across revenue, deal, research, conversation, and forecasting use cases to expand automation, improve customer outcomes, and increase product consumption.
• Design and manage context-aware prompts tailored to individual customer use cases, while applying and refining agent playbooks, prompt libraries, and implementation frameworks to ensure scalable and consistent delivery.
• Serve as a subject matter expert on AI Agents and related platform capabilities, embedding solutions into customer workflows and sales processes while staying current with Generative AI, LLM, and agentic AI developments.
• Own configuration and ongoing optimization for onboarded customers by identifying gaps and opportunities, designing solutions, troubleshooting issues in real time, and adapting configurations as customer needs evolve.
• Act as the primary technical point of contact and trusted advisor for customer administrators, proactively identifying opportunities to demonstrate value, mitigate risk, and strengthen adoption.
• Train customer administrators and stakeholders on platform functionality, best practices, and evolving capabilities, ensuring they remain confident and effective in using the technology.
• Partner with Customer Success, Account Executives, and broader GTM teams on expansion, renewal, delivery, and customer health initiatives, sharing insights that support account growth and retention.
• Manage escalations and at-risk accounts quickly, identifying recurring issues and communicating trends and improvement opportunities to the Practice Manager to help prevent future challenges.
• Own performance against Managed Services KPIs, including maintaining an average quarter-over-quarter utilization rate of 70%, with a focus on product consumption, renewal support, and minimizing churn or contraction.
• Mentor fellow consultants, share knowledge, contribute to continuous improvement, and help strengthen the team's ability to deliver scalable Managed Services solutions.

Requirements:

• 3–5 years of experience in a technical, customer-facing role within a mid-sized or large organization, ideally in a SaaS or technology environment.
• Strong technical and AI fluency, with hands-on experience configuring and applying AI capabilities within a SaaS platform or comparable technology environment.
• Practical experience with prompt engineering, LLM-based tools, and applying Generative AI or agentic AI to real-world sales, business, or customer workflows.
• Demonstrated ability to influence technology and AI adoption within customer organizations and translate emerging capabilities into practical solutions to business problems.
• Proven experience working toward utilization, consumption, renewal, adoption, or other customer-focused performance KPIs.
• Strong relationship-building skills, with the ability to establish trust and influence customers effectively in remote and virtual environments.
• Excellent organization and time-management skills, with the ability to manage multiple concurrent customer engagements, priorities, and tight deadlines.
• A self-directed and adaptable approach, with the ability to work independently, navigate ambiguity, and quickly understand complex technologies, customer requirements, and business processes.
• Strong written and verbal communication skills, combined with a genuine passion for solving customer problems and turning customer goals into successful product solutions.
• Experience with sales strategy, renewals, account expansion, lead generation, pipeline management, or sales KPIs is a plus.
• Knowledge of software delivery lifecycles, application implementation, Managed Services, customer business strategies, or coaching others on sales process best practices is advantageous.

Benefits:

• Highly competitive salary.
• 25 days of annual vacation, plus sick time and casual leave.
• Group medical coverage for employees and up to five eligible family members.
• Outpatient Department (OPD) benefit of up to INR 10,000.
• Life insurance and personal accident insurance providing coverage of 3x annual CTC.
• 26 weeks of paid maternity leave and 15 days of paid paternity leave.
• Opportunity to participate in company success through an RSU program.
• Remote working environment based in Hyderabad, with occasional in-person or team events during local IST hours.
• Night-shift allowance to support customer-facing work aligned with US-based working hours.
• Diversity and inclusion initiatives, employee resource groups, and programs designed to foster an inclusive workplace.
• Employee referral bonuses and opportunities to participate in team and company outings.