Implementation Manager

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

📋 Description

• Act as the main point of contact after the sale is completed.

• Install, integrate, and deploy Convoso SaaS products in client environments.

• Educate customers on utilizing the dialer software as both administrators and agents.

• Enhance onboarding efficiency, customer satisfaction, and initial product adoption.

• Convey product and implementation information at the appropriate technical or functional level.

• Anticipate client requirements, outline timelines, and manage expectations accordingly.

• Oversee technical delivery from start to finish with minimal escalation.

• Manage controlled soft launches for testing, adjustments, and optimization purposes.

• Facilitate client handoffs from Customer Success and initial client introductions from Sales.

• Share internal implementation best practices and serve as the voice of the customer.

• Recognize client challenges and offer solutions while promoting revenue growth.

⛳️ Requirements

• 1-3 years of experience in Implementation, Account Management, or Customer Success within the SaaS industry or similar fields.

• Proven ability to manage a high volume of projects across cross-functional teams.

• Experience interacting with customers in the B2C sector.

• Capability to identify solutions for customers while upselling products and services.

• Experience in developing and advising solutions to achieve revenue targets during the implementation phases.

• Exceptional project management skills and a focused methodology mindset for success throughout all implementation stages.

• Previous experience in the call center industry is preferred.

• Understanding of simple API integrations, customizations, and basic SQL queries.

• Past experience with Java Scripting is a plus but not mandatory.

• A passion for implementation and Day Zero initiatives in a supportive and creative work environment.

• Background in onboarding, education, software setup, data transfers, etc.

• Proficiency in Google Suite and Salesforce, along with familiarity with Zendesk and Vitally or similar customer success platforms.

• Excellent problem-solving abilities and a commitment to providing high-quality service.

• Willingness to take initiative both individually and as part of a team.

🏝️ Benefits

• Stock options.

• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long-term disability.

• Affordable Vision plan and optional FSA.

• PTO, Paid Sick Time, Holidays, Bereavement time, and Parental Leave.

• Your birthday off.

• 401k program with a generous company match.

• No-cost Employee Assistance Program and Travel Assistance.

• Monthly Gym membership reimbursement.

• Monthly credits toward food & beverage.

• Company Outings.

• On and offsite team-building events.

• Paid training for departments.

• Apple laptop (most roles).

• Casual office environment & dress code.

• Daily catered lunches.

• Fully stocked kitchen (dietary restriction-friendly).

• Happy Hours.

• On-site Car Wash.

• Free Parking.

• Equity for all eligible U.S. full-time roles.