Senior Technical Onboarding & Engagement Manager

The company is the retrieval intelligence layer that turns intent into trusted, decision-grade outcomes. Powering more than 1.7 trillion queries a year for over 18,000 customers with millisecond latency and 99.999% reliability, we are the recognized leader for Search and Product Discovery by top industry analyst firms. The company platform turns a company's products, content, and business rules into data that humans, applications and AI agents can act upon. The result is trusted customer experiences with stronger conversions for measurable business impact.

The company’s Engagement Management Practice plays a critical role in helping customers successfully adopt the company and realize value from their investment. We partner with technical and business leaders throughout the onboarding journey to transform customer objectives into structured implementation programs and guide organizations from initial mobilization through successful production launch.

As a Senior Technical Onboarding & Engagement Manager, you will lead a portfolio of complex and strategic customer onboarding programs, owning delivery from pre-to-post sales transition through production launch and handover. You will bring together customer stakeholders, Solutions Architects, Business Consultants, Engineering teams, and external implementation partners to establish a clear delivery strategy, maintain execution momentum, manage dependencies, and drive accountability toward measurable outcomes.

This is a highly autonomous, customer-facing role for someone comfortable operating at the intersection of technical implementation, project leadership, and customer strategy. You will be expected to navigate ambiguity, anticipate delivery risks, lead complex escalations, and make sound decisions when customer objectives, technical constraints, timelines, and business priorities compete.

Beyond your individual customer portfolio, you will help strengthen how the company delivers onboarding at scale. You will identify recurring challenges across engagements, improve delivery methodologies and tooling, share reusable approaches, and mentor others across the Engagement Management Practice.

Your Role Will Consist of

• Partners with Account Executives and Solution Engineers on a structured pre-to-post sales handoff, validating scope, customer objectives, success criteria, resource commitments, implementation readiness, and any delivery risks.

• Defining AI Search requirements and detailed project plans in collaboration with Professional Services teams.

• Own a portfolio of strategic customer onboarding programs from mobilization through production launch, establishing delivery strategy, governance, milestones, dependencies, success criteria and contingencies to ensure go live predictability.

• Partner with Solutions Architects, Business Consultants, Engineering, Global System Integrators, and other stakeholders to translate customer business and technical requirements into actionable implementation plans and scalable delivery approaches.

• Operate independently in ambiguous delivery environments, balancing customer objectives, technical constraints, and competing priorities while maintaining execution momentum.

• Build trusted partnerships with customer leadership, providing clear communication on project health, dependencies, trade-offs, and recommended actions across technical, business, and executive stakeholders

• Anticipate and mitigate delivery risks, leading escalations and navigating difficult conversations around timeline to drive alignment and get delivery back on track.

• Apply strong knowledge of the company architecture, AI Search, data, APIs, integrations, and implementation patterns to advise customers and internal teams on technical trade-offs and implementation strategies.

• Lead structured post-launch transitions while identifying opportunities where additional Professional Services support may improve customer outcomes due to expanded scope, implementation complexity, or delivery requirements.

• Improve onboarding at scale by identifying recurring operational gaps, strengthening methodologies, tooling, governance, and playbooks, and mentoring peers through reusable frameworks, lessons learned, and delivery best practices.

You Might Be A Fit If You Have

• 8+ years of professional experience, including 7+ years leading technical projects or customer-facing software implementations, with demonstrated leadership across complex onboarding programs and cross-functional initiatives.

• Extensive experience leading complex customer implementations and establishing strong delivery governance across project planning, dependencies, risk management, forecasting, resources, escalations, and executive communication.

• Strong technical understanding of software implementation lifecycles, search, data, APIs, integrations, and AI technologies, with the ability to translate business and technical requirements into scalable implementation strategies.

• Demonstrated ability to operate with high autonomy in complex and ambiguous environments, balancing competing customer, technical, and business priorities while influencing stakeholders without direct authority and navigating escalated situations.

• A track record of improving delivery beyond individual engagements through reusable frameworks, operational improvements, best-practice development, and mentoring or coaching peers.

Nice To Have

• Project Management or Agile certification such as PMP, SAFe, Scrum, or Six Sigma.

• Technical degree in computer science, engineering, information systems, or a related quantitative field.

• Experience working with enterprise SaaS platforms, developer-focused products, APIs, or cloud technologies.

• Experience delivering AI, search, data, or digital experience implementations.

• Experience working with Global System Integrators or other external implementation partners.

• Experience with project and customer management platforms such as Jira, Salesforce, Gainsight, Smartsheet, Asana, Google Workspace, or similar tools.

• Experience developing delivery frameworks, playbooks, governance models, or other approaches that have been adopted by a broader team.

The company does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

The annual base salary compensation range for this role reflects market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.

Base Salary Pay Range

$145,000 — $182,000 AUD

FLEXIBLE WORKPLACE STRATEGY

The company’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. The company is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when.

We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the role it may be available with either a hybrid-remote or in-office schedule.

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.

• TRUST - Willingness to trust our co-workers and to take ownership.

• CANDOR - Ability to receive and give constructive feedback.

• CARE - Genuine care about other team members, our clients and the decisions we make in the company.

• HUMILITY - Aptitude for learning from others, putting ego aside.

We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background.

IMPORTANT NOTICE FOR CANDIDATES - Recruitment Fraud Notice

We’ve recently seen an increase in recruitment scams targeting job seekers. To help protect yourself, please keep the following in mind:

• Our open positions may appear on third-party job boards, but the best way to apply safely is directly through our careers page .

• All genuine communication from the company will come from an [link for members] email address. If you receive an email from someone claiming to work at the company who does not have an [link for members] email address, please do not respond or share any personal information.

• We’ll never ask for payments, purchases, or financial details during the hiring process.

READY TO APPLY?

If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!