Senior Implementation Manager - Remote, US

Key Responsibilities

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
• Successfully handle onboarding of multiple clients simultaneously.
• Understand clients' business objectives.
• Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs.
• Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.
• Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.
• Identify opportunities for upselling and cross-selling our solutions to existing clients.
• Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

Requirements

• Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience.
• 4+ years of experience in a hands-on technical role; 1+ years of experience delivering successful customer implementations.
• Strong technical background with experience working with SaaS platforms, interacting with APIs, and using cloud services.
• Excellent project management skills with the ability to juggle multiple projects simultaneously.
• Ability to translate complex concepts into actionable items to non-technical stakeholders.
• Strong communication skills in English (both written and verbal).
• Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges.

Optional Requirements

• Experience with 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.