About the job
YOUR MISSION:
At Parloa, we are revolutionizing customer experience through cutting-edge Agentic AI technology. As we expand our Enterprise operations across the United States, we are enhancing our leadership framework to ensure effective execution, measurable customer outcomes, and sustainable growth.
In the role of Team Lead, Enterprise Customer Engagement, your responsibilities will include:
- Leading and developing a team of Enterprise Engagement Managers.
- Managing team performance metrics related to customer retention and business growth.
- Acting as a senior escalation point for complex enterprise accounts.
- Driving the establishment of scalable processes and operational excellence.
This position is not purely strategic or administrative; you will play an active role in coaching, evaluating account strategies, facilitating executive discussions, and ensuring consistent performance across your team.
IN THIS ROLE YOU WILL:
Team Leadership & Performance Management
- Directly oversee, coach, and nurture a team of Enterprise Engagement Managers.
- Conduct regular one-on-one meetings, performance assessments, and structured development plans.
- Review account strategies, success plans, and executive business review documents.
- Provide hands-on coaching in stakeholder management, value communication, and expansion tactics.
- Establish clear performance expectations and ensure accountability within the team.
- Identify and address performance gaps constructively while recognizing outstanding performance.
KPI Ownership & Revenue Impact
- Take ownership of team-level performance metrics, including:
- Net Revenue Retention (NRR)
- Gross Retention
- Expansion contributions
- Adoption and usage health indicators
- Collaborate with Sales leadership to facilitate renewal and expansion forecasting.
- Ensure identification and progression of expansion opportunities.
- Monitor risk indicators and proactively implement mitigation strategies.
Enterprise Escalation & Strategic Oversight
- Serve as an escalation point for intricate customer situations.
- Engage directly with senior stakeholders when additional leadership support is necessary.
- Assist in high-impact renewals and strategic account transitions.
- Guide the team in addressing escalated issues effectively.

