Customer Engagement

WORK LOCATION: Ha Noi, Ho Chi Minh, Da Nang

JOB OVERVIEW
• The Customer Engagement Coach plays a critical role on the Service and Business Acceleration (SBA) team in preparing AI‑first venture service teams to successfully engage enterprise customers across the full customer lifecycle. Acting as a hands‑on coach and enabler, this role supports multiple venture teams in parallel as they progress through different stages of innovation — from early validation through scale and commercialization.

• This role bridges delivery teams, sales, and customers, ensuring that venture teams are equipped with the right templates, processes, playbooks, and skills to operate credibly in customer‑facing pre‑sales and post‑sales engagements. You will help transform strong technical concepts into clear, consumable, and adoptable services that enterprise customers can understand, buy, and successfully use.

RESPONSIBILITIES
Venture Team Coaching & Enablement 
• Coach multiple venture service teams simultaneously on customer‑facing readiness, adjusting support based on each team’s maturity stage (Validation, Incubation, Scale, Commercialization). 
• Provide practical guidance on how to position, explain, and demonstrate new AI‑first services to enterprise customers. 
• Act as a trusted advisor to venture leads, helping them translate technical capabilities into customer value and outcomes.

Pre‑Sales Support & Customer Engagement Readiness 
Enable venture teams to support pre‑sales activities, including:  
• Customer presentations and pitch decks 
• Service and product storytelling 
• Proposal and statement‑of‑work (SoW) inputs 
• Product and service demonstrations 
• Develop and maintain standardized pre‑sales templates, playbooks, and reusable assets to accelerate customer engagements. 
• Coach teams on customer education, helping customers understand new service concepts, AI capabilities, and expected business value. 
• Leverage your business development experience to support internal sales and account teams by ensuring venture teams are prepared, aligned, and confident in customer interactions.

Post‑Sales Enablement & Customer Adoption 
• Support venture teams after deal closure to ensure strong customer onboarding and adoption. 
• Help design and deliver customer training materials, onboarding sessions, and enablement content. 
• Coach teams on gathering structured customer feedback related to:  
• Service quality 
• Feature requests 
• Adoption challenges 
• Improvement opportunities 
• Support venture teams to act as the customer advocate and proactively engage with the customer to ensure all issues are documented and addressed.

Process, Templates & Playbooks 
• Create, refine, and scale reusable templates, processes, and policies for both pre‑sales and post‑sales phases. 
• Continuously improve enablement assets based on real customer interactions and lessons learned across venture teams. 
• Ensure consistency and quality in how new venture services are presented and delivered to customers.

Cross‑Functional Collaboration 
• Work closely with internal stakeholders across SBA, delivery, engineering, sales, and support. 
• Align venture teams with internal governance, delivery standards, and customer engagement best practices. 
• Provide clear insights to SBA leadership on venture readiness, customer feedback themes, and enablement gaps.

REQUIREMENTS
• Experience: 3–5 years of experience in pre‑sales, post‑sales, customer success, solution consulting, or a similar customer‑facing enablement role.  
• Customer‑Facing Skills: Proven ability to work directly with enterprise customers, including presentations, workshops, and enablement sessions.  
• AI Exposure: Experience working on or supporting AI, data, or advanced technology projects is a strong plus.  
• Communication: Excellent verbal and written communication skills with the ability to explain complex concepts clearly.  
• Multi‑Project Capability: Comfortable supporting multiple teams and initiatives in parallel in a fast‑moving innovation environment.

Mindset 
• Coach‑Oriented: You enjoy enabling others to succeed rather than owning delivery yourself.  
• Customer‑Centric: You naturally think from the customer’s perspective and focus on adoption and outcomes.  
• Structured & Practical: You translate ambiguity into clear templates, playbooks, and processes.  
• Adaptable: You are comfortable operating across early‑stage ideas and more mature, scaling services.  
• Collaborative: You work effectively across diverse teams and disciplines.

Language
• English: mandatory (working language). 
• Vietnamese: highly appreciated. 

WHAT COMPANY OFFERS
• FPT Care insurance plan tailored for FPT employees.
• Attractive annual summer vacation allowance.
• Sponsored training courses for personal growth and up to 100% coverage for certification costs.
• Global and inclusive workplace with monthly cross-cultural events.
• International exposure and career growth across global locations.
• Work-life balance benefits with a flexible leave policy and annual health check-ups to support employee well-being.

CONTACT
Department: North Talent Acquisition – FPT Software Workforce Assurance – FPT Software Ha Noi Company Limited
Email: [email protected]
Website: www.career.fpt-software.com