Forethought

Engagement Manager

Toronto, Ontario, Canada

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Support, AI & Machine Learning, Enterprise SoftwareIndustries

Position Overview

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Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.

We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Engagement Manager to join our dynamic team. As an Engagement Manager, you will play a critical role in the successful deployment and onboarding of our clients. You will work directly with clients to understand their needs and requirements. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.

If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.

Responsibilities

  • Onboard, Implement and successfully deliver projects for recently signed customers
  • Conduct project kickoff meetings, training sessions, and workshops with clients to facilitate understanding of the platform and project scope.
  • Develop detailed project plans, timelines, and deliverables in alignment with client expectations and company objectives.
  • Serve as the primary point of contact for clients throughout the implementation process, providing regular updates, addressing concerns, and managing expectations.
  • Coordinate cross-functional teams, including Solution Engineers, Implementation Consultants, Developers, and Sales.
  • Identify and mitigate risks, issues, and dependencies that may impact project timelines or deliverables.
  • Monitor project progress, track key performance indicators (KPIs), and provide regular status reports to stakeholders.
  • Drive post-implementation reviews and lessons learned sessions to gather feedback and identify areas for improvement.
  • Act as a trusted advisor to clients, offering insights, best practices, and recommendations to optimize their use of our platform and maximize ROI.
  • Analyze and decipher customer pain points, designing solutions that align with the desired outcomes.

Requirements

  • Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
  • 3-5 years experience, working in a dynamic, fast-paced startup environment.
  • Proven experience in project management or implementation roles within the SaaS industry (preferably in customer support or CRM).
  • Strong understanding of project management methodologies, tools, and techniques.
  • Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
  • Technical background and ability to grasp complex concepts related to software architecture, APIs, and integrations.
  • Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment, while maintaining attention to detail and quality.
  • Strong problem-solving skills, with the ability to anticipate issues and proactively address challenges.
  • Customer-focused mindset with a passion for driving positive customer experiences and outcomes.

Company Information

Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025. We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there.

Application Instructions

Apply now to join our team and help us deliver exceptional solutions to our clients.

Skills

Client Management
Project Implementation
Customer Onboarding
Technical Communication
Problem-Solving
Stakeholder Engagement

Forethought

AI-powered customer support automation platform

About Forethought

Forethought.ai focuses on enhancing customer support through artificial intelligence. Their main product, SupportGPT™, utilizes Large Language Models (LLMs) to understand and generate human-like text, allowing businesses to automate customer service tasks. This AI is trained on a company's specific data, making it tailored to their needs. It helps businesses in sectors like E-commerce, SaaS, and FinTech by quickly resolving common customer inquiries and directing more complex issues to the appropriate agents, which reduces resolution time and operational costs. Additionally, Forethought.ai offers Autoflows, a user-friendly tool for automating customer experience without the need for coding. This tool helps businesses optimize their customer service workflows and track performance. Forethought.ai aims to improve the efficiency and effectiveness of customer support for businesses looking to enhance their service operations.

San Francisco, CaliforniaHeadquarters
2017Year Founded
$88.5MTotal Funding
SERIES_CCompany Stage
Consumer Software, Enterprise Software, AI & Machine LearningIndustries
51-200Employees

Benefits

Unlimited PTO
Hybrid work
Competitive salary + stock options
Competitive insurance plans
Parental leaves

Risks

OpenAI's 'Operator' agent poses a competitive threat to Forethought's solutions.
Rapid AI advancements by competitors increase pressure on Forethought to innovate.
Leadership transitions may pose internal restructuring challenges for Forethought.

Differentiation

Forethought uses LLMs to tailor AI support to specific business needs.
SupportGPT™ automates customer service, reducing costs and enhancing customer experience.
Autoflows offers no-code CX automation, simplifying implementation for businesses.

Upsides

Forethought recognized in Gartner's 2023 Cool Vendor report, boosting credibility.
AI-driven sentiment analysis tools improve customer service quality and understanding.
Integration with CRM systems enhances tracking and management of customer interactions.

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