Sr Client Solutions Manager EMEA

About this role

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 Booking.com, 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…