Implementation Manager

Summary

Join Level AI as an Implementation Manager and lead client onboarding, ensuring they maximize the potential of our AI-powered customer engagement platform. You will be the primary client contact, managing multiple implementations concurrently. Responsibilities include understanding client needs (business and technical), configuring our solutions (Auto-QA, Analytics, Voice of the Customer, etc.), collaborating with internal teams, and identifying upselling opportunities. You will track key metrics and use data to improve our solutions. This role requires a strong technical background, project management skills, and excellent communication abilities.

Requirements

• Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience
• 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 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

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

Preferred Qualifications

• 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