Engagement Manager
UptimeAI provides AI reasoning agents that help industrial operations teams make goal-oriented, real-time decisions.
Industrial facilities are rich in data but constrained by the expertise required to maintain and interpret it. As experienced engineers retire and operational complexity grows, organizations struggle to scale the expert judgment needed to maintain reliability, safety, and performance.
UptimeAI addresses this challenge by embedding engineering reasoning directly into AI agents that continuously analyze operational data, diagnose issues, and guide teams toward the best actions. The result is faster decisions, reduced downtime, improved efficiency, and stronger operational performance.
Role : Engagement Manager
Role Overview
The Engagement Manager is a trusted strategic advisor who helps UptimeAI customers maximize business value, drive adoption, and achieve measurable outcomes throughout their growth journey. This role focuses on executive engagement, value consulting, stakeholder alignment, and identifying opportunities to expand the impact of UptimeAI within the customer organization.
The ideal candidate combines strong consulting capabilities, business acumen, industry understanding, and executive communication skills to translate customer challenges into strategic initiatives, build compelling value stories, and guide customers toward long-term success.
Key Responsibilities
Define Customer Success & Value Strategy
- Partner with customers to define what success means, how value will be measured, and how UptimeAI aligns with their operational goals and long-term objectives.
- Develop customer success plans with clear outcomes, value drivers, adoption goals, and measurable success criteria.
- Ensure alignment between executive sponsors, operational teams, and UptimeAI stakeholders on the path to value realization.
Prove and Communicate Value
- Own the customer value narrative by continuously connecting platform capabilities, insights, and outcomes to measurable business impact.
- Maintain visibility into value creation, including realized, estimated, and future opportunities.
- Lead executive steering committees and value reviews, presenting progress, impact, challenges, and opportunities in a compelling business story.
- Partner with technical teams to ensure customer wins and insights are captured, validated, and communicated effectively.
Drive Adoption and Operational Integration
- Ensure customers successfully integrate UptimeAI into their operational workflows and decision-making processes.
- Identify adoption barriers and proactively drive actions to increase usage, engagement, and business impact.
- Help customers move from using the platform to embedding it into their daily operating model.
Build Executive Relationships and Stakeholder Alignment
- Develop trusted relationships across executive, operational, and technical stakeholders — beyond the initial champion.
- Maintain an up-to-date stakeholder map, understanding decision-makers, influencers, and customer sentiment.
- Create internal customer advocates who can communicate the value of UptimeAI across the organization.
Identify Expansion Opportunities
- Maintain a deep understanding of customer business priorities, operational challenges, and future initiatives.
- Identify opportunities for additional value creation, including new use cases, assets, sites, and business areas.
- Partner with Sales and Customer Success teams to build expansion strategies based on demonstrated value.
Cross-functional Leadership
- Partner closely with Delivery, Technical Consultants, Product, Engineering, and Customer Success teams to ensure customer needs are understood and translated into successful outcomes.
- Proactively identify risks, remove blockers, and drive alignment across internal and external stakeholders.
Success in This Role
- Customers have a clear definition of success and understand how UptimeAI contributes to their operational and business objectives.
- Customers can clearly articulate the value created by UptimeAI, supported by measurable outcomes and executive alignment.
- Executive stakeholders are engaged, informed, and view UptimeAI as a strategic partner.
- UptimeAI is embedded into customer workflows and becomes part of their operating model.
- Strong stakeholder relationships exist beyond the initial champion, creating customer advocacy and long-term partnership.
- Expansion opportunities are identified early through a deep understanding of customer priorities and future needs.
- Customers achieve measurable value realization, leading to renewal, growth, and expansion.
- 7–10 years of experience in Consulting, Customer Engagement, Strategic Customer Success, Technical Account Management, or Project Management within SaaS or technology-driven environments.
- Proven ability to lead customer engagements end-to-end, managing stakeholders, risks, milestones, and deliverables to drive successful outcomes.
- Strong consulting skills with the ability to understand customer challenges, translate objectives into actionable plans, and define measurable success criteria.
- Ability to engage and align stakeholders across executive, operational, and technical levels, building trusted advisor relationships.
- Strong capability to articulate business value and measurable outcomes from technical solutions through compelling storytelling and executive communication.
- Excellent organizational, communication, and presentation skills, with the ability to manage multiple priorities and drive execution with accountability and follow-through.
