Sales Engagement Manager

Job Description

Role Overview

We are inviting applications for the role of Sales Engagement Manager / AVP - Program & Customer Care Manager. This is a dual-hatted role that pairs enterprise solution selling with large-program delivery ownership for Orchestration.ai, our Agentic AI platform built natively on Microsoft Azure. You will identify and qualify orchestration opportunities across our existing 150 customers, lead the technical and commercial conversation, and then own the program that delivers the promised value. The ideal candidate is technically sound on Microsoft Azure, credible with client executives and process owners, and equally comfortable shaping a deal and running a multi-million-dollar, multi-geography program.

You will act as the trusted bridge between the customer's business goals and Orchestration.ai's capabilities-articulating tangible outcomes, guiding clients through the modernization and upgrade of their current technology stack, and ensuring every engagement translates into measurable operational and financial impact.

Customer Engagement & Trusted Advisory

Own the customer relationship end to end-building trust with process owners, business leads, and C-level stakeholders, and sustaining it well beyond the initial sale.

• Discovery & needs mapping: Engage client process owners and business leads to map their needs, pain points, and current-state workflows to Orchestration.ai's capabilities.

• Trusted advisor posture: Serve as a trusted advisor who helps clients navigate digital transformation using Microsoft AI and Genpact's orchestration expertise-not just selling a platform, but shaping a modernization roadmap.

• Outcome articulation: Articulate tangible business outcomes-operational efficiency, cycle-time reduction, error minimization, cost-to-serve improvement, and AI-enabled decision-making-in the customer's own language and metrics.

• Executive relationships: Build and nurture long-term relationships across the account, communicating confidently at client executive levels and expanding footprint through demonstrated value.

• Solution storytelling: Lead L1/L2-level solution conversations and run tailored demos and client walkthroughs that show unified AI architecture, seamless integration, data-driven insights, and responsible AI.

• Satisfaction & escalation: Own customer satisfaction (CSAT/NPS), proactively manage escalations, resolve conflict, and keep sentiment healthy across geographically dispersed stakeholders.

• Objection handling: Anticipate client objections and remove blockers through creative deal solutions and proactive stakeholder management.

Contribution to the Sales Process

Drive the commercial motion from qualification through close, working hand-in-hand with presales, practice leadership, and the Microsoft co-sell ecosystem.

• System Upgrades: Look for current orchestration customers and renew/upgrade current contracts.

• Pipeline generation & qualification: Identify and qualify orchestration opportunities across the existing 150 customers, focusing on AI-driven modernization in specialized areas such as GBS and functional domains including Source-to-Pay (S2P), Record-to-Report (R2R), and case-management workflows.

• Value narrative: Explain how Orchestration.ai delivers touchless productivity through AI-led case triaging and workload optimization, and use these narratives to advance deals.

• POC & business case: Partner with presales to build proofs of concept that quantify ROI and stand up a defensible business case for the customer.

• Deal structuring: Support SaaS + usage-based licensing proposals and structure deals that are competitive for the client yet profitable for Genpact.

• CRM & forecasting discipline: Maintain CRM discipline-forecast accuracy, pipeline hygiene, and reporting against leadership KPIs including Marketplace transactions, revenue growth, and co-sell wins.

• Co-sell & Marketplace GTM: Drive Azure Marketplace GTM and Microsoft co-sell motions to accelerate transactions and unlock partner-sourced pipeline.

• Sales enablement: Contribute to the ongoing definition of best sales and pursuit practices, sharing repeatable plays across accounts.

Solution & Technical Expertise - Microsoft Azure

Bring solution-selling depth on the Microsoft Azure stack-credible enough to advise clients on architecture and modernization, and to guide the upgrade of their current environment toward an AI-ready state.

• Native Azure integration: Explain how Orchestration.ai integrates natively with Microsoft Azure, Power Platform, and Copilot extensions, and how the Agentic AI Fabric automates decision flows and real-time optimization.

• Azure AI & data platform: Demonstrate fluency with Azure AI Services, Microsoft Fabric, and the Copilot ecosystem, and articulate how each maps to customer use cases.

• Architecture literacy: Hold a strong understanding of Azure architecture, AI Services, workflow platforms such as ServiceNow, and Azure Marketplace GTM mechanics.

• Stack upgrade & modernization advisory: Advise customers on modernizing and upgrading their current stack-moving from legacy, on-premises, or fragmented tooling toward an integrated Azure-based orchestration architecture-and frame the migration path, sequencing, and value at each step.

• Responsible AI & governance: Position responsible AI, data governance, and security as first-class design principles in every solution.

• Technical-to-commercial translation: Translate technical capability into commercial value, tailoring the architecture story to the audience-from engineers to CxOs.

Program & Delivery Management

• Manage Orchestration.ai programs end to end-owning governance, scope, schedule, budget, resources, risks, and communication with the customer and Genpact leadership.

• Build a reporting matrix across multiple implementations and provide clear program status to senior management.

• Oversee resource utilization and optimization planning across the program.

• Take responsibility for program-level client satisfaction and build long-term relationships.

• Spearhead program discussions with business stakeholders, practice leadership, and Genpact leadership.

• Support project managers to ensure delivery follows defined best practices, COE goals, and budget; contribute to the ongoing definition of best delivery practices.

• Mentor and lead a team of project managers.

Minimum Qualifications

• Total 12+ years of IT experience, with at least 5+ years as a Large Program Manager.

• 7-8 years of enterprise solution sales in Microsoft Cloud, AI, or workflow automation.

Program Management skills

• Experience working with senior management and reporting on program status.

• Experience managing a program of several global projects, and managing managers.

• Ability to manage risks, issues, and budgets.

Client Management skills

• Excellent customer-facing skills, including communication, conflict resolution, and solid presentation skills.

• Ability to thrive in high-pressure environments, managing complex programs and customers with geographically dispersed teams and multi-million-dollar budgets.

• Responsibility for customer satisfaction and building long-term relationships; experience communicating with client executive levels.

Technical skills

• Familiarity with Azure AI Services, Fabric, and the Copilot ecosystem.

• Strong understanding of Azure architecture, AI Services, workflow platforms like ServiceNow, and Azure Marketplace GTM mechanics.

• Understanding of SaaS + usage licensing models and value-based pricing.

• Strong communication, storytelling, and stakeholder-management skills.

Preferred / Nice-to-have

• Understanding of Agentic AI concepts, touchless workflow automation, and case-management orchestration.

• Prior exposure to process domains such as Finance (S2P/R2R) or Customer Service case management.

• Can-do attitude and a background in software development projects.

• Ability to think outside the box and influence discussions toward outcomes that drive productivity and client satisfaction.

• Ability to resolve problems under pressure.

Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing

Certifications
ITIL Foundation Certificate in IT Service Management - AxelosAxelos

Required Skills
Data Analytics, Delivery Management, Digital Business Strategy, Enterprise Resource Planning (ERP), Finance, Finance Data Strategy, Oracle, Oracle Eloqua, Program Management, Project Management, Sales, SAP Enterprise Resource Planning (ERP), SAP Overview, Statistical Models

Language
English (Required)

Language Proficiency -
Advanced - C1

Additional Job Location -

Job Type
Regular

Master Skill List -
Relationship Management

Remote Type -
Office

Work Shift -
Flex Time (United States of America)

The approximate annual base compensation range for this position is:

The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity.