Software Implementation Manager

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

📋 Description

• Continuously monitor device health; when a device becomes offline, create a ticket, inform the client with clear next steps, and collaborate with the hardware team until resolution.

• Conduct root cause analysis on both software and hardware issues, and implement corrective and preventive measures.

• Troubleshoot low-voltage systems, network connections, and configurations to ensure they perform optimally within RAD's software platform.

• Provide both on-site and remote support for hardware deployment and system troubleshooting.

• Supervise the integration and testing of RAD's software with proprietary robotics hardware, managing software updates with minimal disruption to end-users.

• Ensure every client engages in training sessions and device setup calls; record these sessions when feasible, and distribute guides and reference materials.

• Deliver hands-on demonstrations and training customized to meet each client's requirements.

• Regularly perform spot-checks on devices, detections, alarm queues, and login activity to verify healthy detection rates, reduce false positives, and ensure timely alarm acknowledgment.

• Conduct quarterly check-ins and suggest refresher training or workflow adjustments as necessary.

• Respond to client communications as promptly as possible; even without an immediate solution, acknowledge requests and clearly communicate the next steps.

• Provide clear and concise communication to both technical and non-technical stakeholders.

• Offer regular progress updates to internal and external stakeholders, ensuring transparency.

• Confirm that detections align with client objectives and practical use cases.

• Consistently share analytics and reporting, emphasizing incidents prevented and security enhancements.

• Collect client feedback, escalate software requests to the development team, and recommend analytics or workflow improvements as needed.

⛳️ Requirements

• Strong IT fundamentals — knowledge of networking basics, low-voltage systems, and general technical troubleshooting.

• Experience with root cause analysis and technical documentation.

• Comfort in hands-on work with hardware deployments as well as software platforms.

• A proactive communicator who follows up without prompting.

• Strong problem-solving abilities and a bias towards taking action.

• Capability to manage multiple client relationships and priorities simultaneously.

• Previous experience in technical support, implementation, IT, or a similar client-facing technical role is advantageous.

🏝️ Benefits

• Medical: Base PPO option 100% employer-paid for the employee, 50% employer-paid for dependents ("buy-up" options also available).

• Life Insurance.

• Short-Term Disability Insurance.

• Long-Term Disability Insurance.

• Employee Assistance Program.

• Eligible for stock and/or option awards based on tenure and performance.