Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge—all from one AI platform.
Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary’s Sound Ventures, Gwyneth Paltrow, NBA Vet Baron Davis, Robert Downey Jr., Sean "Diddy" Combs, LL Cool J, and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt—the world’s most prestigious startup competition—and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes’ Next Billion-Dollar Startups.
We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We’re looking for a world-class Solutions Engineering Manager to lead our product deployment to customers. You’ll work closely with our Customer Success, Customer Support, and Engineering teams to implement our solutions and set new standards to increase our product efficacy as well as reduce time to value for our customers. We’re looking for folks with a growth mindset, who love to solve the world’s hardest problems, and want to have an impact on the world.
What You’ll Be Doing (Responsibilities):
- Become an expert on the Forethought AI platform and related solutions – lead the team that delivers implementation projects from start to finish
- Manage a team of 7+ solutions engineers and help every individual achieve their business outcomes and guide them along with their professional development
- Key contributor in creating the team’s key objectives, measuring results, and managing team capacity
- Coach and mentor members around solutioning strategy, troubleshooting, technical skills, and customer engagement
- Partner with engineering and product teams around areas for implementation optimization, troubleshooting, and representing the voice of the customer
- Design, Build, and maintain the systems, documentation, and processes to ensure a seamless customer experience
Who You Are (Requirements):
- 8+ years of previous experience with customer facing technical implementations/solution engineering with b2b SaaS solutions
- Experience managing a team of 5-10 individuals
- Strong skill set around managing deadlines, priorities, and blockers
- Understanding of data analytics technology stacks and workflows, from ETL to data platform design to BI and analytics tools
- Strong skills in database querying using SQL, MongoDB, data processing and data analytics
- Proficient with Python (Pandas is a nice to have), or other languages
- Familiarity with machine learning fundamentals
- Experience working with API’s
- Highly proficient in the Linux stack, Bash
- University degree in computer science, engineering, mathematics or related fields, or equivalent experience
What You Get (Benefits):
- A chance to be an early member of a hyper-growth startup with equity to match
- An opportunity to help us define a new market within AI
- Ability to solve challenging problems with a world-class team
- A low-ego company culture that is obsessed with feedback and helping each other grow
- Hybrid work structure that allows you to choose where you get your best work done
- Competitive medical, dental, and vision coverage
- Paid maternity, paternity, & adoption leave
- Unlimited paid time off