Braze2mo ago

Manager, Engagement Management

Sydneymid

Customer SupportManager, Engagement Management

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Quick Summary

Key Responsibilities

Facilitate Client Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture. Conduct research,

Requirements Summary

You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables,

Technical Tools

Customer SupportManager, Engagement Management

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Responsibilities

~2 min read

The Manager, Engagement Management is a critical role on our growing AI Expert Services team. As an EM, you will be responsible for leading and delivering consulting engagements that support clients in improving business performance, operational efficiency, and strategic outcomes. The role provides expert advisory services across program planning, process optimisation, stakeholder engagement, and implementation of business solutions. Ideal EMs should be passionate about technical program delivery, process engineering, defining strategy, and championing best practices in a rapidly evolving and dynamic environment. Finally, EMs should be experts in developing relationships with customer stakeholders, as such relationships are critical for ensuring program success.

Key responsibilities include:

Facilitate Client Workshops: You will lead hands-on workshops with customers to align on key objectives, technical specs, model configuration, and optimal integration architecture.

→Conduct research, diagnostic assessments, and stakeholder interviews to analyse client business objectives, operating models, and performance challenges.
→Identify opportunities for process improvement, organisational enhancement, and optimisation of business practices.
→Develop evidence‑based recommendations, improvement strategies, and implementation plans aligned to client goals.

Drive Process Improvement: You will champion project management excellence by continuously improving our standardized AI deployment playbook. You'll help us refine our processes to ensure we deliver consistent, high-quality results.

→Lead end‑to‑end delivery of consulting engagements, including project scoping, planning, execution, monitoring, and reporting.
→Manage project risks, timelines, resources, and stakeholder expectations to ensure successful outcomes.
→Coordinate cross‑functional delivery teams, ensuring alignment between technical and non‑technical stakeholders.
→Facilitate structured workshops to gather requirements, validate findings, and achieve stakeholder alignment.

Drive successful customer engagements: You'll be the main point of contact for our customers throughout the AI deployment process. You'll keep projects on track by managing customer deliverables, proactively identifying and addressing risks, and providing clear, consistent communication to all stakeholders, including senior leadership

→Analyse existing systems, processes, and workflows to identify inefficiencies, gaps, and opportunities for optimisation.
→Redesign and document improved processes and operating frameworks in line with industry best practice.
→Support the rollout of new processes, organisational changes, and change‑management initiatives.
→Monitor implementation outcomes and provide guidance to ensure sustainable adoption.
→Contribute to the development, enhancement, and standardisation of engagement methodologies, delivery frameworks, and consulting tools.
→Identify and implement improvements to internal processes to support quality, efficiency, and scalability of consulting services.
→Share best practices and participate in knowledge‑building activities within the organisation