Director of Engagement Management
About The Position
We’re looking for a Director of Engagement Management to own and drive some of our most important customer relationships. This is a hybrid operator position that sits at the intersection of solutions, commercial strategy, and product execution. In this role, you’ll act as the single accountable owner for complex, high-value engagements leading them end-to-end and ensuring we deliver measurable outcomes while unlocking long-term customer value. You’ll partner with top enterprise brands, own the full lifecycle of each engagement, and operate at the cutting edge of AI alongside a world-class team building the industry’s leading technology platforms. This is a foundational role and a brand new function at Firsthand offering a rare opportunity to shape how engagement management is built from the ground up as we scale. You’ll define the operating model, set the standard for how we deliver, and put your stamp on a function that will be critical to the company’s long-term success.
Requirements
- Experience leading complex, end-to-end enterprise engagements, owning outcomes from strategy through execution
- Ability to design and implement solutions across digital advertising, data platforms, and AI-driven products
- Comfort operating across both strategy and execution, with a strong bias toward action
- Proven ability to influence cross-functional stakeholders and drive alignment without direct authority
- Strong understanding of data, systems, and integrations, with a focus on scalable solutions
- Track record of identifying growth opportunities and linking delivery to revenue impact
- Ability to translate complex technical concepts into clear, compelling client communication
- Deep experience in AdTech or MarTech environments
Responsibilities
- Own End-to-End Customer Engagements
- Lead high-impact enterprise engagements from discovery through delivery, renewal, and growth
- Act as the central point of accountability across internal teams and client stakeholders
- Coordinate handoffs across Sales, Solutions Consulting and Product to ensure seamless execution
- Proactively identify and mitigate delivery, client, and operational risks
- Shape Solutions & Drive Delivery
- Partner with clients to deeply understand their business objectives, challenges, and success criteria
- Translate client needs into structured solutions, experiments, and implementation plans
- Define what success looks like and ensure delivery aligns to those outcomes
- Review outputs, provide actionable feedback, and step into execution when needed to unblock progress
- Guide implementation planning and configuration decisions in collaboration with client stakeholders
- Review results, identify opportunities for improvement, and recommend iterative solution enhancements
- Provide ongoing technical oversight, expertise, and troubleshooting support throughout the engagement
- Drive Commercial Outcomes
- Proactively identify opportunities for expansion, upsell, and increased account value
- Partner with Sales to drive account renewals and identify expansion opportunities
- Support pre-sales efforts through demos, technical validation, and solution design
- Enable Clients & Scale Knowledge
- Train clients on implementation, usage, and best practices
- Develop documentation and training materials for internal and external use
- Contribute to playbooks, frameworks, and best practices for engagement delivery
- Help Build the Function
- Contribute to defining how engagement management and solution delivery operate at scale
- Develop processes, success metrics, and frameworks to improve execution
- Partner with leadership to evolve and scale this capability across the company
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
