Sr Client Solutions Manager EMEA

## **About Parloa** Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like , Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale. ## **About the role:** This is a commercial and strategic role at the heart of Parloa's Professional Services business. As a **Sr. Client Solutions Manager,** you'll lead the full services sales cycle - from opportunity identification through scoping, SOW negotiation, and contracting - while staying present as a trusted advisor throughout delivery. At the center of everything is the customer: understanding their transformation goals, meeting them where they are in their AI journey, and building the kind of trust that makes Parloa the partner they call first. That includes working closely with our Partner Delivery Success team to match the right implementation partner to the right opportunity at the right moment, whether that means a global SI for a complex, multi-market rollout or a boutique specialist for a focused deployment - always in service of the customer outcome. Above all, this role is about coaching customers through their CX transformation - guiding them through Parloa's PRISM methodology from first engagement through scaled operations. That means helping customers stand up the right organizational foundation: defining roles and responsibilities within their Parloa Program Office (CoE), preparing their teams for agentic delivery practices that look meaningfully different from traditional software implementations, and building the operational muscle needed to manage, iterate, and scale AI agents in production. You'll operate at the intersection of enterprise sales and delivery, partnering with Account Executives, Solutions Engineers, Partner Managers, and Professional Services leadership to design engagements that drive real, measurable outcomes: deflection improvements, containment rates, customer satisfaction lifts, and agent operations at scale. This isn't a role for someone who wants a task list to check off. Conversational AI is moving fast, and this position will evolve with it - expanding in scope, complexity, and influence as the category matures. You'll be a pivotal asset across sales, solution engineering, and professional services: the connective tissue that turns customer ambition into operational reality. The CSM who excels here isn't just closing engagements - they're shaping how enterprises think about and operate conversational AI for the long term. ## **Areas of ownership:** **Services Pipeline & Revenue** - Build and maintain a healthy services pipeline in partnership with enterprise sales teams, ensuring services opportunities move in tandem with software sales cycles - Lead commercial conversations for all PS engagements - from initial scoping through commercial close - Maintain rigorous forecast hygiene; own your number and call it accurately - Coach internal stakeholders on PS sales motion, deal structure, and timeline expectations **Scoping, Proposals & Contracting** - Run structured and AI-powered discovery to surface customer motivations, desired business outcomes, and platform integration requirements - across channels including voice, chat, and digital messaging - Translate discovery into compelling services proposals that quantify value: expected containment improvement, time-to-value, effort, and risk - Write Statements of Work (SOWs) that are precisely scoped, commercially sound, and set delivery teams up for execution - covering phasing, milestones, RACI, and change control - Navigate complex enterprise legal and procurement processes with confidence - MSAs, DPAs, security reviews, and multi-stakeholder approval chains **Customer & Stakeholder Engagement** - Build trusted relationships with CX, IT, and Operations leaders at enterprise accounts - positioning Parloa as a long-term transformation partner, not a point solution vendor - Lead executive business reviews and steering committee sessions that connect delivery progress to customer KPIs - Ensure seamless knowledge transfer from pre-sales into Parloa's PRISM delivery methodology - protecting continuity and execution quality from Day 1 of the engagement - Own CSAT outcomes; proactively surface risks before they become escalations **Partner Ecosystem & Customer Outcomes** - Engage Parloa's partner ecosystem as an extension of the delivery team - coordinating with SIs, technology partners, and resellers to ensure every engagement has the right capabilities behind it - Collaborate with the Partner Delivery Success team to continuously develop partner capabilities, share field learnings, and raise the bar for what great partner-led delivery looks like **Practice & Methodology Development** - Develop deep command of Parloa's PRISM delivery methodology and contribute closed-loop feedback from the field to continuously refine it - Build repeatable assets: proposal templates, scope frameworks, pricing models, success stories, and enablement content that raise the bar for the whole PS practice - Contribute to Parloa's external point of view on enterprise AI adoption, conversational AI ROI, and CX transformation - through thought leadership, events, and customer-facing content ## **What Success Looks Like** - A well-forecasted services pipeline that consistently converts alongside software - with services seen as a competitive differentiator, not an afterthought - Customers call you before they need you - because you've built the relationship and earned the trust - SOWs are watertight: clearly scoped, commercially clean, and delivered as promised - Every engagement closes with strong CSAT and a documented path to expansion - upsell, new use case, or geographic rollout ## **Who you are:** - 5+ years selling or scoping professional services - within an AI-native or enterprise software company, strategic consulting firm, or large-scale systems integrator - Proven track record writing SOWs and navigating enterprise procurement: MSAs, DPAs, multi-stakeholder legal review, and commercial negotiations - Comfortable building relationships at the C-suite and VP level and being recognized as a trusted advisor, not just a vendor contact - Commercially sharp: you understand services margin, attach rates, and how delivery quality drives software expansion - Fluent in enterprise software deployment patterns; you know what a phased rollout looks like, what makes an integration complex, and how to scope accordingly - Strong communicator in writing and in the room; able to move between technical detail and executive narrative without losing either audience - Self-directed and energized by ambiguity; you build the playbook while running the plays - Comfortable operating in a fast-moving, high-growth environment where priorities shift and you're expected to adapt without losing momentum - Willing to travel up to 50% ## **Nice to Have:** - Experience with conversational AI, contact center technology, CCaaS platforms (Genesys, NICE, Avaya, Five9, Amazon Connect), or CX transformation programs - Familiarity with agentic AI concepts: orchestration, LLMs, prompt engineering, tool use, intent classification, and how these translate into enterprise deployments - Experience with enterprise platforms that commonly integrate into AI-powered CX stacks: Salesforce Service Cloud, SAP, ServiceNow, Workday, Microsoft Dynamics - Project or program management background; PMP, Scrum, or SAFe certification a plus - Track record of directly driving software expansion as a result of PS delivery outcomes - Prior experience in a scale-up environment; you know how to operate with fewer resources and more surface area than feels comfortable ## **Our recruiting process:** Talent Acquisition → Hiring Manager → Technical Case Study & Stakeholder Interview(s) → Bar Raiser --- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. [Please click here to learn more](https://www.e-verify.gov/about-e-verify/what-is-e-verify). **\*** **We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.**