Senior Enterprise Engagement Manager at Parloa

New York OfficeFull-timeCustomer SuccessPosted about 1 month ago

About the Role

<h2 style="line-height: 1;">About Parloa</h2> Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.   <h2>About the Role:</h2> Parloa is transforming customer experience through AI-powered agents. Our Enterprise customers are rethinking how service is delivered across contact centers, digital channels, and global operations. As a Senior Enterprise Engagement Manager, you will act as the strategic post-sale leader for a portfolio of complex enterprise accounts. These organizations operate across multiple stakeholders, departments, and geographies — requiring strong executive presence, structured thinking, and disciplined execution. You will guide customers from implementation through scaled adoption and measurable ROI, while identifying opportunities for expansion and long-term partnership growth. This is a highly cross-functional role at the intersection of strategy, execution, and commercial impact. This is your opportunity to act as a strategic partner to leading enterprise organizations—driving AI adoption, delivering measurable business impact, and shaping long-term customer growth through Parloa’s platform.   <h2>Areas of Ownership:</h2> <ul> <li> Serve as the primary strategic partner for a portfolio of enterprise customers, building relationships across technical, operational, and executive stakeholders </li> <li> Develop and execute structured account strategies aligned to customer business goals, transformation initiatives, and long-term growth </li> <li> Lead executive engagements (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment </li> <li> Partner cross-functionally with Implementation, Product, and Engineering to drive successful deployments from kickoff through go-live </li> <li> Establish clear governance, timelines, and accountability across workstreams while proactively identifying and mitigating risks </li> <li> Drive adoption and change management to ensure solutions are fully embedded and delivering value beyond initial launch </li> <li> Define, track, and communicate key success metrics (e.g., automation, CSAT, efficiency, cost savings) through clear, executive-level insights </li> <li> Identify performance gaps and implement structured action plans to improve outcomes and optimize impact over time </li> <li> Drive commercial growth by identifying expansion opportunities, building account roadmaps, and supporting renewals </li> <li> Contribute to strong Net Revenue Retention (NRR) by aligning customer success with long-term business value </li> <li> Position Parloa as a strategic partner by proactively shaping customer strategy, not just executing on requests </li> </ul>   <h2>Who You Are:</h2> <ul> <li> You bring 5+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or similar roles within SaaS or enterprise technology </li> <li> You have experience managing large, complex accounts (typically $500K+ ARR or comparable complexity) </li> <li> You are comfortable operating at both a strategic level (executive alignment, roadmap planning) and operational level (driving execution and delivery) </li> <li> You have a proven ability to influence Director, VP, and C-level stakeholders </li> <li> You have experience driving measurable business outcomes tied to defined KPIs </li> <li> You bring strong project management and organizational skills, with the ability to manage multiple priorities in parallel </li> <li> You have experience supporting or contributing to account expansion and renewal strategies </li> </ul> <h2>Nice to Have:</h2> <ul> <li> Experience in AI, automation, CX platforms, or contact center technologies </li> <li> Background in digital transformation or operational modernization initiatives </li> <li> Experience working with global or multi-region enterprise organizations </li> </ul>   <h2 style="line-height: 1;">Our Recruiting Process:</h2> Talent Acquisition  → Hiring Manager → Technical Interview(s) → Bar Raiser   <h2 style="line-height: 1;">Why Parloa?</h2> We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale—and want your work to matter in real, everyday moments—this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.   Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package.<div class="content-pay-transparency"><div class="pay-input"><div class="title">Salary Range</div><div class="pay-range">$130,000—$165,000 USD</div></div></div><div class="content-conclusion"><iframe style="display: table; margin-left: auto; margin-right: auto;" src="https://www.youtube.com/embed/P4d-iyx7RQM" width="560" height="314"></iframe>   <hr> Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. <a class="c-link" href="https://www.e-verify.gov/about-e-verify/what-is-e-verify" target="_blank" data-stringify-link="https://www.e-verify.gov/about-e-verify/what-is-e-verify" data-sk="tooltip_parent">Please click here to learn more</a>. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.</div>

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