Implementation & Customer Success Manager – AI Agents

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Manage customer relationships comprehensively, starting from the signed contract through to implementation, launch, ongoing success, renewal, and expansion.

• Onboard new clients by setting up workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, while personally testing the entire experience.

• Configure AI agents by developing and enhancing prompts, workflows, escalation logic, and other functionalities as the product advances.

• Introduce new workflows as Central diversifies beyond voice automation into back-office operations.

• Execute integrations with various systems, overseeing API credentials, managing authentication, and collaborating with the customer's IT department.

• Interact with customers during onboarding calls, implementation sessions, and troubleshooting discussions, proactively resolving any issues.

• Diagnose problems by replicating issues, reviewing configurations, and isolating failures prior to escalating to engineering.

• Effectively triage engineering issues, providing essential context and validating solutions before finalizing the resolution.

• Safeguard and enhance revenue by identifying churn risks and opportunities for account growth.

• Convert repetitive implementation challenges into well-documented playbooks and automated solutions.

⛳️ Requirements

• A minimum of 3 years in implementation, onboarding, technical account management, customer success, or a related customer-facing role within a B2B software organization.

• Proven experience managing a portfolio of customers or implementations directly.

• Proficiency in configuring software for customers utilizing workflow builders, automation tools, or similar products.

• Excellent spoken and written English skills for effective communication with customers.

• Practical experience with telephony, VoIP, call forwarding systems, EHRs, or APIs.

• Capable of independently troubleshooting technical issues.

• Must be available to work consistently during US business hours.

• Highly organized, with the ability to manage multiple implementations and customer concerns efficiently.

• Flexible and adaptable to a dynamic environment with evolving products and priorities.

🏝️ Benefits

• Flexibility for remote work, enabling you to work from any location.

• Opportunities for professional development and career advancement.

• A collaborative team culture that emphasizes teamwork and innovation.

• Access to state-of-the-art AI technology and tools.

• Participation in shaping the future of AI-driven workflows.

• Competitive salary and recognition for your contributions.