Senior Specialist, Customer Success

Job Description

Role Overview

The APEX Engagement Lead – Senior Specialist plays a key role in connecting business and IT stakeholders with the capabilities of APEX (AI, Process Mining, Software Engineering, and User Experience Design). This role focuses on turning strong relationships into concrete opportunities, driving awareness and understanding of APEX technologies and helping divisions navigate the APEX demand intake process.

This is a highly visible, hands-on role with significant room for creativity and experimentation. The Engagement Lead will build and grow relationships with senior stakeholders (up to VP level), and help shape a high-quality pipeline of opportunities into APEX. It is an excellent developmental role for someone who wants to deepen their experience with AI and advanced digital technologies, gain exposure to senior leaders, and work with a high degree of independence.

The role reports to the Associate Director, APEX Engagement. The Engagement team is part of AI Compass – a suborganization of APEX consisting of Engagement, Portfolio, AI Innovation Studios & Product.

Key Responsibilities

1. Turning Long-Term Relationships into Impact

• Build and nurture strong relationships with key IT and business stakeholders in assigned areas.

• Act as a trusted partner who understands their priorities, challenges, and ambitions and connects them to relevant APEX capabilities.

• Proactively look for areas where APEX can help drive better outcomes and convert those into concrete opportunities in the APEX funnel.

• Maintain a clear, high-level view of the overall APEX portfolio in your areas of responsibility to ensure coherence, avoid duplication, and spot synergies.

2. Demand Intake & Guiding Stakeholders Through the APEX Process

• Serve as a primary point of contact for new ideas and use cases coming from your area of responsibility.

• Clarify objectives, sponsorship, and business rationale for potential use cases, ensuring a solid foundation before handing over to other APEX teams for deeper analysis and design.

• Help stakeholders understand the APEX lifecycle, what to expect at each stage, and what is needed from them to move forward.

• Track and communicate the status of opportunities within your divisions, ensuring transparency and clear expectations and

• Understand eventual impact of the use cases and value pull through.

3. Presentations & Workshops to Market APEX and Its Technologies

• Develop and tailor clear, compelling presentations and narratives that explain APEX capabilities and success stories to different audiences, including senior leaders.

• Design and facilitate interactive workshops and sessions that inspire stakeholders to think differently about how AI, Process Mining, Software Engineering, and User Experience Design can help them.

• Experiment with new formats, storytelling techniques, and ways of engaging audiences, using feedback and results to continuously improve.

• Collaborate closely with APEX technical and delivery teams to ensure alignment between what is presented and what can be delivered.

4. Education & Communities

• Organize and host sessions such as “lunch & learns”, office hours, demos, and community events to help stakeholders better understand APEX’s technologies and how to use them.

• Curate and create accessible materials (e.g., FAQs, simple guides, short playbooks, internal posts) to demystify AI and other APEX capabilities.

• Support and nurture internal communities of interest around AI and other APEX topics, helping connect people with similar interests and needs.

• Encourage knowledge sharing across divisions by highlighting examples, lessons learned, and practical tips.

What Success Looks Like

• A growing number of high-quality, well-framed opportunities in the APEX funnel from your divisions.

• Strong, positive relationships with stakeholders, reflected in feedback and willingness to involve APEX early in their thinking.

• Increased awareness and understanding of APEX capabilities, leading to greater adoption of AI and other APEX solutions.

• Engaging workshops, presentations, and education activities that generate interest, ideas, and follow-up opportunities.

Experience & Education

Experience

• Bachelor’s degree in any relevant field (e.g., business, technology, engineering, social sciences, design, or related areas).

• Typically, 5+ years of experience in roles such as consulti