Implementation Manager

Summary

Join Convoso as an Implementation Manager and be the primary point of contact post-sale, ensuring timely client onboarding and launch support. You will focus on client servicing, identifying challenges, and providing solutions to drive revenue growth. This role requires experience with SaaS technology and call center environments, along with the ability to manage multiple software programs and client relationships. The ideal candidate will possess excellent project management skills and a focused methodology for successful implementation. Convoso offers a supportive team environment and a competitive compensation package, including benefits such as health insurance, paid time off, and a 401k program.

Requirements

• 1-3 years of experience in Implementation, Account Management, Customer Success in the SaaS industry or similar
• Experience in managing a high volume of projects with cross-functional teams
• Experience interfacing with customers in the B2C space
• Ability to identify solutions for customers while upselling products and services
• Experience developing and advising solutions to hit revenue targets during the implementation stages
• Excellent project management skills and focused methodology mindset for success during all implementation phases
• Understand simple API integrations, customizations and simple SQL queries
• Proficiency in Google Suite and Salesforce, as well as familiarity with Zendesk and Vitally or similar customer success platforms
• Stellar problem-solving skills and enjoy providing a high level of service
• Experience w/simple SQL queries
• Willingness to take initiative individually and within a team

Responsibilities

• Installation, integration and deployment of Convoso SaaS products in client environments
• Train customers on how to effectively utilize the dialer software as both administrators and agents, ensuring confident, independent platform use
• Focus on improving onboarding efficiency, customer satisfaction and initial product adoption
• Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation
• Anticipating client’s needs, mapping a timeline, and managing their expectations during the implementation process
• Managing technical aspects of a delivery end-to-end with minimal escalation
• Managing controlled soft launches to specific end users for testing, fine tuning/optimization based on client needs
• Effectively coordinate client handoffs from our Customer Success team and initial reception of clients from our Sales team
• Foster innovation and be the voice of the customer implementation internally at Convoso by sharing best practices

Preferred Qualifications

• Previous experience in the call center space is preferred
• Past Java Scripting experience or exposure is nice to have however, not required
• Passion for implementation, Day Zero initiatives, in a supportive and creative work environment
• Experience with onboarding, education, set up of software, data transfers, etc

Benefits

• 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, Parental Leave
• Your birthday off
• 401k program with 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)
• And a team of highly experienced and kind colleagues!
• Competitive compensation package
• Stock options