Senior Specialist, Customer Success

MSD

2d•$117,000 - $184,200•Hybrid

About The Position

The APEX Engagement Lead – Senior Specialist plays a key role in connecting business and IT stakeholders with the capabilities of APEX (AI, Process Mining, Software Engineering, and User Experience Design). This role focuses on turning strong relationships into concrete opportunities, driving awareness and understanding of APEX technologies and helping divisions navigate the APEX demand intake process. This is a highly visible, hands-on role with significant room for creativity and experimentation. The Engagement Lead will build and grow relationships with senior stakeholders (up to VP level), and help shape a high-quality pipeline of opportunities into APEX. It is an excellent developmental role for someone who wants to deepen their experience with AI and advanced digital technologies, gain exposure to senior leaders, and work with a high degree of independence. The role reports to the Associate Director, APEX Engagement. The Engagement team is part of AI Compass – a suborganization of APEX consisting of Engagement, Portfolio, AI Innovation Studios & Product.

Requirements

Bachelor’s degree in any relevant field (e.g., business, technology, engineering, social sciences, design, or related areas).
Typically, 5+ years of experience in roles such as consulting, digital transformation, product, engagement, or similar stakeholder-facing positions.
Demonstrated experience working with digital technologies; exposure to AI or advanced automation is preferred.
Proven experience speaking with and presenting to senior stakeholders and facilitating group sessions or workshops.
Strong stakeholder management skills; comfortable working with senior leaders (up to VP level).
Excellent communication and storytelling abilities, including the ability to explain complex concepts in simple, engaging ways.
Confident facilitator in group settings; able to design and run workshops and sessions that encourage participation and new ideas.
Ability to influence without formal authority, building alignment and momentum across teams and functions.
High learning agility and curiosity about emerging technologies, especially AI and related digital capabilities.
Structured and organized in managing multiple relationships, opportunities, and activities in parallel.
Proactive, energetic, and self-starting; able to create your own momentum and identify where to focus without waiting for direction.

Nice To Haves

Advanced degrees (e.g., MBA or other relevant graduate degrees) are a plus but not required.
Experience in consulting, internal consulting, or roles with a strong engagement and stakeholder-facing component.
Familiarity with AI, Process Mining, Software-Engineering, or User Experience Design, or demonstrated interest and ability to upskill quickly in these areas.
Experience presenting to and engaging with cross-functional, global audiences.

Responsibilities

Turning Long-Term Relationships into Impact Build and nurture strong relationships with key IT and business stakeholders in assigned areas. Act as a trusted partner who understands their priorities, challenges, and ambitions and connects them to relevant APEX capabilities. Proactively look for areas where APEX can help drive better outcomes and convert those into concrete opportunities in the APEX funnel. Maintain a clear, high-level view of the overall APEX portfolio in your areas of responsibility to ensure coherence, avoid duplication, and spot synergies.
Demand Intake & Guiding Stakeholders Through the APEX Process Serve as a primary point of contact for new ideas and use cases coming from your area of responsibility. Clarify objectives, sponsorship, and business rationale for potential use cases, ensuring a solid foundation before handing over to other APEX teams for deeper analysis and design. Help stakeholders understand the APEX lifecycle, what to expect at each stage, and what is needed from them to move forward. Track and communicate the status of opportunities within your divisions, ensuring transparency and clear expectations and Understand eventual impact of the use cases and value pull through.
Presentations & Workshops to Market APEX and Its Technologies Develop and tailor clear, compelling presentations and narratives that explain APEX capabilities and success stories to different audiences, including senior leaders. Design and facilitate interactive workshops and sessions that inspire stakeholders to think differently about how AI, Process Mining, Software Engineering, and User Experience Design can help them. Experiment with new formats, storytelling techniques, and ways of engaging audiences, using feedback and results to continuously improve. Collaborate closely with APEX technical and delivery teams to ensure alignment between what is presented and what can be delivered.
Education & Communities Organize and host sessions such as “lunch & learns”, office hours, demos, and community events to help stakeholders better understand APEX’s technologies and how to use them. Curate and create accessible materials (e.g., FAQs, simple guides, short playbooks, internal posts) to demystify AI and other APEX capabilities. Support and nurture internal communities of interest around AI and other APEX topics, helping connect people with similar interests and needs. Encourage knowledge sharing across divisions by highlighting examples, lessons learned, and practical tips.