Implementation & Customer Success Specialist – AI Agents

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

📋 Description

• Assume full responsibility for customers from the point of contract signing through to implementation, go-live, adoption, retention, and expansion.

• Configuring AI agents independently, which includes setting up prompts, workflows, actions, transfer rules, notifications, and integrations.

• Diagnose customer issues and offer solutions prior to escalating them to engineering.

• Engage with APIs, credentials, authentication, 2FA, webhooks, and third-party systems.

• Manage healthcare/EHR/scheduling integrations as required.

• Perform comprehensive testing of implementations to verify their functionality.

• Conduct onboarding, implementation, troubleshooting, check-in, and escalation calls with clients.

• Proactively recognize and resolve issues with dissatisfied or inactive customers.

• Record recurring issues and create repeatable processes/playbooks.

• Adjust to new AI workflows as Central enhances its product lineup.

• Within the first 30 days, familiarize yourself with the product, understand the assigned customers, conduct customer discussions, and configure/test standard workflows.

• By 60 days, take ownership of implementations and troubleshoot most configuration/integration issues before escalation.

• By 90 days, manage a portfolio of customers with minimal oversight, proactively identify churn risks, and start recognizing expansion opportunities.

⛳️ Requirements

• Experience in customer-facing roles with a strong emphasis on ownership and problem resolution.

• Superior verbal and written communication skills in English.

• Proven track record of ownership in previous positions.

• Technical proficiency and comfort with software configurations.

• Availability during US business hours.

• Quick learner with the ability to adapt to new technologies.

• Previous experience in SaaS implementation or customer success is preferred.

• Hands-on experience in configuring software for clients is preferred.

• Knowledge of workflow/no-code/automation tools is preferred.

• Understanding of APIs/webhooks and telephony/VoIP systems is preferred.

• Experience in healthcare/EHR/PMS/RCM settings is preferred.

• Previous experience in startup operations or with AI tools is preferred.

• Capability to identify upsell and expansion opportunities is preferred.

🏝️ Benefits

• Flexibility to work remotely from various locations.

• Opportunities for professional growth in AI and customer success.

• A vibrant startup culture centered on innovation.

• Increasing ownership and responsibilities as you progress in the role.

• A collaborative atmosphere where your contributions have a direct impact on customer success.

• Access to learning resources and opportunities to further your career.