Implementation Manager - Remote
WFA Digital Insight
The demand for skilled professionals in customer experience and AI-powered solutions is on the rise, with a 25% growth in job postings in the last year. As companies increasingly adopt AI-native platforms, the need for experts who can lead onboarding and implementation processes has never been more pressing. Level AI stands out in this space with its cutting-edge technology and commitment to innovation. To succeed in this role, candidates will need strong technical skills, excellent project management abilities, and a keen understanding of client needs. Before applying, it's essential to consider the fast-paced and dynamic nature of this position and the importance of adaptability and problem-solving.
Job Description
About the Role
The Implementation Manager plays a pivotal role in ensuring that clients maximize the potential of Level AI's innovative solutions to enhance customer experience. This involves understanding the complex needs of each client, facilitating seamless data integrations, and configuring the AI-powered customer support solutions tailored to meet these needs. The role entails building strong, lasting relationships with key client accounts and serving as their primary point of contact.Day-to-day, the Implementation Manager will navigate the technical and business objectives of clients, often leading technical discovery sessions to ensure that Level AI's solutions are appropriately configured. Collaboration with internal teams, including sales, product, engineering, and customer support, is crucial to address client needs and resolve technical issues efficiently. The ability to develop and maintain a deep understanding of Level AI's AI-powered customer support solutions and to communicate technical information effectively to clients is essential.
What You Will Do
- Serve as the primary point of contact for key client accounts, fostering strong relationships.
- Successfully handle the onboarding of multiple clients simultaneously, ensuring efficient time to value.
- Understand clients' business objectives and technical requirements.
- Lead technical discovery sessions as needed to configure solutions appropriately.
- Collaborate with internal teams to address client needs and resolve technical issues.
- Develop and maintain a deep understanding of Level AI's solutions.
- Identify opportunities for upselling and cross-selling solutions to existing clients.
- Track and report key account metrics to drive improvements.
What We Are Looking For
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- 3+ years of experience in a hands-on technical role.
- 1-2+ years of experience delivering successful customer implementations.
- Strong technical background with knowledge of SaaS platforms, APIs, and cloud services.
- Excellent project management skills with the ability to manage multiple projects.
- Ability to translate complex concepts into actionable items for non-technical stakeholders.
- Strong communication skills in English (written and verbal).
- Entrepreneurial and problem-solving attitude.
Nice to Have
- Experience interacting with APIs and using cloud services.
- 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.
Benefits and Perks
- Opportunity to work with cutting-edge AI technology.
- Collaborative and dynamic work environment.
- Professional development opportunities.
- Competitive compensation package.
- Flexible remote work arrangements.
- Access to cutting-edge tools and technologies.
- Recognition and reward for outstanding performance.
How to Stand Out
- Ensure your resume highlights specific examples of managing complex client onboarding processes and technical implementations.
- Prepare to discuss how you've handled similar technical discovery sessions and client relationship management in the past.
- Familiarize yourself with Level AI's AI-powered customer support solutions and be ready to ask informed questions during the interview.
- Demonstrate your ability to communicate technical information to non-technical stakeholders through clear, concise examples.
- Consider preparing a portfolio or case studies of your previous work in implementation management or a related field to stand out.
- Be prepared to discuss your experience with project management tools and methodologies, and how you've applied them in previous roles.
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