Forward Deployed Engineer, Managed Services

Accountabilities:: Build, configure, and continuously tune AI Agents across revenue, deal, research, conversation, and forecasting use cases to expand automation, improve customer outcomes, and increase product consumption. Design and manage context-aware prompts tailored to individual customer use cases, while applying and refining agent playbooks, prompt libraries, and implementation frameworks to ensure scalable and consistent delivery. Serve as a subject matter expert on AI Agents and related platform capabilities, embedding solutions into customer workflows and sales processes while staying current with Generative AI, LLM, and agentic AI developments. Own configuration and ongoing optimization for onboarded customers by identifying gaps and opportunities, designing solutions, troubleshooting issues in real time, and adapting configurations as customer needs evolve. Act as the primary technical point of contact and trusted advisor for customer administrators, proactively identifying opportunities to demonstrate value, mitigate risk, and strengthen adoption. Train customer administrators and stakeholders on platform functionality, best practices, and evolving capabilities, ensuring they remain confident and effective in using the technology. Partner with Customer Success, Account Executives, and broader GTM teams on expansion, renewal, delivery, and customer health initiatives, sharing insights that support account growth and retention. Manage escalations and at-risk accounts quickly, identifying recurring issues and communicating trends and improvement opportunities to the Practice Manager to help prevent future challenges. Own performance against Managed Services KPIs, including maintaining an average quarter-over-quarter utilization rate of 70%, with a focus on product consumption, renewal support, and minimizing churn or contraction. Mentor fellow consultants, share knowledge, contribute to continuous improvement, and help strengthen the team's ability to deliver scalable Managed Services solutions. Requirements: 3–5 years of experience in a technical, customer-facing role within a mid-sized or large organization, ideally in a SaaS or technology environment. Strong technical and AI fluency, with hands-on experience configuring and applying AI capabilities within a SaaS platform or comparable technology environment. Practical experience with prompt engineering, LLM-based tools, and applying Generative AI or agentic AI to real-world sales, business, or customer workflows. Demonstrated ability to influence technology and AI adoption within customer organizations and translate emerging capabilities into practical solutions to business problems. Proven experience working toward utilization, consumption, renewal, adoption, or other customer-focused performance KPIs. Strong relationship-building skills, with the ability to establish trust and influence customers effectively in remote and virtual environments. Excellent organization and time-management skills, with the ability to manage multiple concurrent customer engagements, priorities, and tight deadlines. A self-directed and adaptable approach, with the ability to work independently, navigate ambiguity, and quickly understand complex technologies, customer requirements, and business processes. Strong written and verbal communication skills, combined with a genuine passion for solving customer problems and turning customer goals into successful product solutions. Experience with sales strategy, renewals, account expansion, lead generation, pipeline management, or sales KPIs is a plus. Knowledge of software delivery lifecycles, application implementation, Managed Services, customer business strategies, or coaching others on sales process best practices is advantageous. Benefits: Highly competitive salary. 25 days of annual vacation, plus sick time and casual leave. Group medical coverage for employees and up to five eligible family members. Outpatient Department (OPD) benefit of up to INR 10,000. Life insurance and personal accident insurance providing coverage of 3x annual CTC. 26 weeks of paid maternity leave and 15 days of paid paternity leave. Opportunity to participate in company success through an RSU program. Remote working environment based in Hyderabad, with occasional in-person or team events during local IST hours. Night-shift allowance to support customer-facing work aligned with US-based working hours. Diversity and inclusion initiatives, employee resource groups, and programs designed to foster an inclusive workplace. Employee referral bonuses and opportunities to participate in team and company outings.