Senior Engagement Manager in London

The Role

Our Engagement Managers (EMs) drive successful implementation services and customer satisfaction within a portfolio of accounts. The EM is in charge of successfully launching a ThoughtSpot solution by managing all aspects of project delivery, including timely deliverables. The goal of the EM is to ensure that the value outlined in the purchase process is achieved, documented, and communicated throughout the engagement. Additionally, EMs are responsible for understanding a client's desired goals, current state, and business objectives while working with TS architects to craft a solution that meets the client's needs. The EM will work cross-functionally with our Customer Success, Sales, Pre-Sales Engineers, Support, Product Management and Engineering to accomplish their responsibilities. Additionally, the EM is the customer advisor and project manager for ThoughtSpot implementations and service deployments providing best practices and coordinating ThoughtSpot resources.

What You’ll Do

• Project Delivery, Customer Management & Escalation Handling
  • Serve as the trusted advisor and primary point of contact for customers throughout the engagement to ensure swift realisation of business value.
  • Oversee the full project lifecycle, including planning, execution, delivery, and ensuring alignment with business objectives.
  • Develop strong relationships with key customer stakeholders and manage escalations efficiently, both internally and externally.
  • Collaborate with internal teams—including sales, customer success, engineering, product, and leadership—to proactively address and resolve customer issues.
• Cross-Selling & Upselling Services
  • Identify and drive opportunities to expand service offerings within existing customer accounts to enhance engagement and utilisation.
  • Ensure team resources are effectively utilised by influencing a strong pipeline of projects and engagements.
  • Advocate for customers’ needs internally, ensuring a high level of satisfaction and long-term retention.
• Practice Building & Delivery Optimisation
  • Develop and share best practices for project delivery, ensuring continuous improvement across project teams.
  • Coach project teams in navigating delivery roadblocks and implementing scalable solutions.
  • Support regional teams in improving execution frameworks and methodologies for enhanced efficiency.

What You Bring

• Strong background in project management and consulting with experience in customer-facing roles.
• Hands-on experience with BI tools such as ThoughtSpot, MicroStrategy, Tableau, Looker, or similar.
• Proven ability to manage project margins while strategically positioning service offerings to customers.
• Proven track record of collaborating with globally distributed teams.
• Expertise in stakeholder management, influencing decision-making, and fostering long-term customer relationships.
• High level of adaptability, problem-solving skills, and ability to thrive in a fast-paced environment.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Willingness to travel as needed.

Hybrid Work at ThoughtSpot

Spotters are expected in-office 3 days per week to experience the energy of their local office. This approach balances the benefits of in-person collaboration and peer learning with the flexibility needed by individuals and teams.

Mandatory And Required Skills For All ThoughtSpot Roles

• Spotters are expected to demonstrate AI literacy and workflow integration to include the ability to:
• Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
• Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
• Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
• Write effective prompts to get the most accurate and creative results from AI tools.

Spotters are expected to exemplify these key traits and AI Mindset:

• Curiosity in exploring new AI tools.
• Adaptability to quickly learn and implement new, emerging AI technologies.
• Critical thinking to know when to identify when AI should be used versus when human judgement is necessary.

AI Mindset for All Spotters

At ThoughtSpot, we believe AI is a necessary and essential part of how we work. Every role, across every team, is expected to be fluent and comfortable with using AI to do their best work. All Spotters are expected to experiment with ThoughtSpot’s AI tools (like Spotter and SpotterViz) and leading industry LLMs to streamline workflows, enhance output, and uncover new insights. Whether drafting content, analyzing data, or summarising documents, AI is a daily partner. We value curiosity, openness to learning, and thoughtful application of AI to create real value. Training and resources are provided so every Spotter can confidently create with AI.

ThoughtSpot for All

At ThoughtSpot, diverse teams build better products. Complex data problems need many perspectives, not just one. We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work.

What Makes ThoughtSpot a Great Place to Work?

ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven. We hire people with unique identities, backgrounds, and perspectives - this balance-for-the-better philosophy is key to our success. When paired with our culture of Trust, Customer Obsession, Innovation and Intensity, ThoughtSpot cultivates a respectful culture that pushes norms to create world-class products.