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About the role
- Senior Manager leading AI-powered customer-service deployments and engagement managers at Replicant. Growing enterprise accounts while shaping delivery standards, product strategy, and market positioning.
Responsibilities
- Lead, manage, coach, and develop a team of engagement managers
- Own the end-to-end health of every client and engagement in the portfolio
- Identify risks early, resolve difficult situations, and ensure projects deliver promised customer outcomes
- Build trusted-advisor relationships with senior customer leaders on AI-driven customer-experience transformation
- Identify account expansion and growth opportunities in partnership with Sales
- Bring customer insights to Marketing, Sales, Product, and Engineering to influence the roadmap and go-to-market strategy
- Represent Replicant’s perspective on AI in customer service with customers, at industry events, and through published playbooks and perspectives
- Turn portfolio patterns into delivery standards, staffing models, and playbooks for the broader Delivery organization
Requirements
- 6–8 years of customer-facing delivery, consulting, or professional-services experience
- Experience managing people, or clear readiness to step into team leadership
- Track record of growing customer accounts or managing a book of business
- Bachelor’s degree in a technical field or equivalent
- Ability to travel approximately 25%
- Executive-level presence and credibility with senior leaders
- Ability to lead through others and develop people into owners
- Business and portfolio ownership mindset
- Credible perspective on AI in customer service and comfort presenting it in executive conversations, on stage, or in writing
- Technical fluency in platform configuration and AI/automation concepts without writing code
- Daily use of tools such as Claude, Codex, or Cursor
- Ability to thrive in ambiguity and shifting priorities
Benefits
- Company-wide offsites and smaller team gatherings
- Conferences, books, and courses funded through a tech and learning stipend
- Remote work by design with flexible calendar management
- Flexible vacations
- Paid sabbatical after 5 years
- Comprehensive benefits
- Physical and mental well-being stipend
- Competitive salaries
- Equity with shared ownership in the company
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