Engagement Manager, LATAM

5 days ago Be among the first 25 applicants Location: Santiago, ChileWorking Pattern: Remote Sprout.ai are growing in LATAM, with our first dedicated hire in the region to support our growing customer base in Chile, Brazil and Mexico - this is your opportunity to help lead our efforts in a new region and shape our entry into a new market. As our first Engagement Manager in LATAM, you will own customer outcomes across South and Central America, build local momentum, and operate as the region's trusted post-sales leader. You will be the primary partner for our LATAM customers during implementation, adoption, and ongoing growth. Your primary goals include run complex engagements end-to-end, translate business problems into delivery plans, protect and grow ARR, and build Sprout's reputation in-market. As the region's first hire you'll also help localise processes, hire or mentor future teammates, and feed market insights back into Product and GTM. If you are experienced in delivering enterprise SaaS product, multi-lingual, and keen to lead a scale-up into the next phase of our journey, we want to hear from you. Responsibilities Own the relationship with Sprout Customers post-sale - your success will be contingent on the on-time delivery and successful ROI realisation of Sprout's LATAM deliveries End to end project delivery for enterprise customer engagements in LATAM, through onboarding, implementation, adoption and optimisation Act as the single point of contact for customer stakeholders - build trust with C‑suite, operations, technical teams, and business teams Develop and execute Success Plans that map product value to measurable business outcomes (KPIs, timelines, adoption milestones) Drive adoption, change management and ROI realisation - run regular business reviews and executive update sessions Manage risks and escalations proactively - ensure on-time, on-budget delivery while protecting gross margin Customer Satisfaction - ensure positive NPS score with your customers and work in coordination with Account Execs to secure customer contract renewals Identify expansion and up‑sell opportunities - coordinate with Account Execs to convert expansion motions Create and localise processes - partner closely with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for LATAM Create/localise customer‑facing collateral, onboarding templates, and training in Spanish and Portuguese Be an active voice of the customer - regular feedback loops to Product and leadership that influence the roadmap Skills, Knowledge, And Experience Must Haves Confident communication in Portuguese, Spanish, and English - should be able to engage with customers in meetings, write effective documentation, and written correspondence A proven track record of successfully delivering complex software projects - can draw on previous experience delivering complex software products, navigating complex matrixes of stakeholders and technical requirements while maintaining a high‑standard of delivery Experience serving enterprise customers - able to navigate sophisticated organisations, gain buy‑in from stakeholders, drive adoption, and deliver measurable outcomes. Strong commercial awareness - experience protecting renewals and driving expansion / upsell motions Excellent stakeholder management and executive presence - ability to influence at C‑level Hands‑on project management skills — planning, resourcing, change control, risk mitigation Ability to work independently in an emerging‑market - comfortable making high‑impact decisions with limited playbooks and in‑time zone support Nice to Haves Experience working as a Business Analyst or in a technical role Knowledge and understanding of the Insurance sector, and the key pain points experienced by Claims teams Experience delivering enterprise AI products Track record of building processes and localising global playbooks for a region Some people-management experience or experience mentoring junior EMs / implementation consultants. Sprout.ai Values Hungry for Growth - Unleash your inner Sprout: Sprouts embrace growth, forget comfort zones, and help Sprout.ai thrive.