Our client, a domain-specific AI company serving the insurance industry, is seeking an Agent Engagement Manager (AEM).
The Agent Engagement Managers' mission is to ensure enterprise customers achieve rapid, measurable value from the platform. This role sits at the intersection of pre-sales and post-sales—partnering with Account Executives during evaluations to scope use cases, then owning end-to-end delivery from kickoff through go-live and adoption. Following initial deployment, the AEM works closely with Customer Success to drive expansion across additional workflows and products.
Responsibilities:
Own enterprise customer implementations end-to-end, including kickoff, discovery, solution design, configuration, testing, go-live, and post-launch hypercare.
Lead kickoff meetings and workshops with customer stakeholders across business and technical teams.
Develop project plans, manage timelines, and ensure delivery against agreed milestones.
Partner closely with Engineering to scope integrations and troubleshoot technical issues.
Drive adoption by building training programs, identifying internal champions, and supporting workflow change.
Navigate objections, organizational resistance, and competing priorities to keep projects moving forward.
Identify expansion opportunities and partner with Sales on upsell and cross-sell efforts.
Translate customer feedback into actionable product insights and advocate for customer needs internally.
Build and document scalable delivery playbooks, templates, and best practices to accelerate future implementations.
Core Competencies
Implementation & Program Management
Proven experience leading complex SaaS or AI deployments for enterprise customers, managing scope, timelines, dependencies, and stakeholder alignment. Comfortable with project governance structures such as steering committees, status reporting, and risk/issue tracking.
Technical Fluency
Able to engage credibly in discussions around APIs, integrations, data pipelines, and security or compliance requirements. Does not need to write code, but can translate business needs into technical requirements in partnership with engineers and solutions architects.
Consultative Discovery & Solution Design
Skilled at running workshops to uncover pain points, map workflows, and define use cases. Able to produce artifacts such as journey maps, process flows, and PRDs that align customer goals with platform capabilities.
Executive Communication & Presentation
Comfortable commanding a room—whether leading kickoff meetings, delivering steering committee updates, or training end users. Able to tailor messaging appropriately for audiences ranging from IT teams to the C-suite.
Objection Handling & Change Management
Experienced in addressing skepticism, navigating resistance, and driving adoption through training, enablement, and champion-building. Understands that successful software delivery requires behavior change as well as technical execution.
Startup Builder Mindset
Thrives in ambiguous environments, builds processes from scratch, wears multiple hats, and takes ownership without waiting for direction.
Qualifications:
3+ years of experience in management consulting, ideally at a top-tier firm (e.g., Bain, McKinsey, BCG), with at least one promotion during tenure
Bachelor's degree from a top 50 university
Insurance industry experience (consulting, insurtech, or traditional carriers) strongly preferred
Strong interest in building AI-powered workflows and applied AI solutions is required
Ability to clearly explain technical concepts to non-technical stakeholders
