ema - AI Outcomes Manager
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Requirements
• You have 12+ years in enterprise customer success, transformation, or solution leadership roles • You have proven experience delivering measurable ROI post-implementation • You have track record managing large, complex enterprise accounts • You have experience working cross-functionally with Product and Engineering teams • You have background beyond POCs — production, scale, and accountability are required • You have experience with AI, automation, or digital transformation programs • You have exposure to regulated or complex enterprise environments • You have experience in fast-growing startups or scaling enterprise AI platforms • You have familiarity with outcome-based selling or consulting methodologies • You have strong understanding of enterprise workflows and process automation • You have the ability to reason about AI behavior in production, including failure modes and edge cases • You have the comfort discussing agentic systems, integrations, and UX tradeoffs with credibility • For California based candidates: • The standard base salary for this position is $135,000-$220,000 annually. • Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
Responsibilities
• 1. OUTCOME OWNERSHIP & VALUE REALIZATION • Own customer success from post-sales handoff through post-go-live • Define and align success metrics, ROI targets, and usage KPIs • Track efficiency gains, accuracy improvements, cost savings, and experience impact • 2. USAGE INTELLIGENCE, READOUTS & CONTINUOUS IMPROVEMENT • Own regular customer readouts of AI usage patterns, adoption trends, and workflow performance • Analyze false positives, false negatives, failures, and negative feedback across agent behavior, integrations, and UX • Separate system gaps vs. process, training, or expectation issues • Partner with Value Engineering and AI Implementation teams to drive prioritized improvements across agents, orchestration, prompts, UX, and integrations • 3. CHANGE MANAGEMENT & ADOPTION • Design and execute change-management and rollout plans with customer leadership • Drive adoption across teams, roles, and geographies • 4. STAKEHOLDER MANAGEMENT & ESCALATION • Serve as the first escalation point during implementation, go-live, and hypercare • Manage communication across business, IT, security, and executive stakeholders • 5. EXPANSION & STRATEGIC GROWTH • Identify opportunities for additional SOWs and new use cases • Consultatively sell outcomes using Challenger-style methodologies • 6. PRODUCT & ROADMAP PARTNERSHIP • Act as the voice of the customer to Product and Engineering • Translate VOC, usage data, and failure patterns into actionable insights
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