Implementation Manager

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

📋 Description

• Act as the main point of contact for key client accounts, fostering and nurturing strong relationships with clients.

• - Successfully manage the onboarding process for multiple clients at the same time.

• - Comprehend clients' business goals.

• - Grasp clients' technical needs, which may involve leading technical discovery sessions to ensure our AI-powered customer support solutions are properly configured to meet their requirements.

• - Work collaboratively with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical challenges.

• - Cultivate and maintain a thorough understanding of our AI-powered customer support solutions, effectively conveying technical information to clients.

• - Identify opportunities for upselling and cross-selling our solutions to current clients.

• - Monitor and report on key account metrics, such as customer satisfaction and product usage, utilizing this data to drive enhancements in our solutions.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience.

• - Over 3 years of experience in a hands-on technical position; 1-2 years of experience in delivering successful customer implementations.

• - Strong technical foundation with knowledge of SaaS platforms, APIs, and cloud services.

• - Excellent project management abilities with the capacity to manage multiple projects concurrently.

• - Capability to translate complex concepts into actionable items for non-technical stakeholders.

• - Strong communication skills in English, both written and verbal.

• - Entrepreneurial spirit and problem-solving mindset - self-motivated, adaptable, and resourceful in addressing implementation challenges.

• - Comfortable working during US hours.

• Optional Requirements:

• - Experience interacting with APIs and utilizing cloud services.

• - Experience integrating with CRMs such as Salesforce.

• - Familiarity with intent-based and generative artificial intelligence.

• - Experience with telephony systems such as AWS Connect, Five9, and Genesys.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and hours.

• Collaborative and innovative team culture.