About

• What you'll do
• Project Governance & Implementation
• Enterprise Onboarding: Lead the end-to-end onboarding journey for enterprise clients, ensuring AI deployments are delivered on time, within scope, and aligned with client requirements
• Stakeholder Management: Maintain a rigorous project register, lead weekly cadence meetings with executive stakeholders, and manage internal resource allocation to meet milestones. More specifically, creating project plans, timelines, baselines and managing the plan. While providing dashboard summaries on project and portfolio progress. While also maintaining agendas, scheduling all meetings with the customer as well as detailed post meeting minutes.
• Technical Documentation: Support and maintain the Hercules Enterprise Playbook, including user manuals, implementation guides, and internal process documentation.
• Customer Success & Adoption during onboarding
• Training & Enablement: Facilitate both virtual and on-site training sessions as required. You will be responsible for ensuring diverse user groups understand the functional application of our AI within their specific workflows.
• Account Health & Retention: Proactively monitor software usage data to identify adoption gaps. Develop and execute intervention strategies to ensure clients derive maximum value from the platform.
• Feedback Integration: Act as the primary liaison between the client and our Product team, translating user requirements and friction points into actionable insights for our AI roadmap.
• Operational Support
• Support Management: Directly manage the support ticket queue for accounts in the onboarding phase to provide immediate resolution to technical or functional queries.
• Travel: Travel to client sites as required to support high-priority go-lives and physical software training.
• Qualifications
• Experience: 6–10 years of experience in Project Management or Customer Success, with a proven track record in Enterprise SaaS onboarding.
• Enterprise Proficiency: Strong understanding of enterprise environments, including experience navigating IT security reviews, SSO integrations, and corporate change management protocols.
• AI Exposure: A functional understanding of how AI software operates. While you are not required to be an AI expert, you must be able to communicate how our models process data and provide value to non-technical stakeholders.
• Technical Skills: Advanced proficiency in project management software (e.g., Smartsheet, Jira, or MS Project ).
• Experience with enterprise collaboration tools (MS Teams, Slack).
• Ability to produce high-quality, professional technical documentation and training materials.
• Communication: Exceptional verbal and written communication skills with the ability to manage high-pressure situations and executive-level expectations.