Implementation Manager

Summary

Join Siena, a company building enterprise empathic AI Agents, as an Implementation Manager. Your mission is to efficiently onboard new customers onto the Siena platform, guiding them through the process and ensuring they become self-sufficient experts. You will be responsible for managing onboarding projects, building client relationships, training customer teams, and engineering AI prompts. The role requires collaboration with various teams, including Sales, Customer Success, Product, and Managed Services. Success involves mastering the platform, leading successful implementations, and contributing to self-serve onboarding content. Siena offers a remote work environment, competitive compensation, flexible time off, and a learning budget.

Requirements

• Have 3+ years of experience in onboarding, implementation, CSM, or CX operations in a B2B SaaS environment
• Have used tools like Shopify , Zendesk , Gorgias , Kustomer , or similar
• Love teaching others and know how to pace training sessions for both power users and execs
• Are organized as hell , juggling multiple projects and timelines without letting balls drop
• Are comfortable in fast-moving, scrappy environments where not everything is perfectly documented
• Can hold your own in a Zoom room full of C-level execs — and then hop into a screen share to troubleshoot a broken automation
• Are a self-starter who can move forward with minimal guidance and prioritize ruthlessly
• How to explain complex systems to non-technical users
• How prompting works for LLMs and the basics of AI QA
• How APIs and app integrations work in the real world of e-commerce
• How to be effective in startup chaos: document as you go, forgive gaps, and ship forward

Responsibilities

• Own and manage onboarding projects from kickoff through go-live (typically 4–6 weeks), working cross-functionally with Sales, Customer Success, Product, and Managed Services
• Build relationships with stakeholders in order to proactively identify and mitigate any implementation risks
• Train customer teams — from frontline AI Managers to busy executives — on Siena’s platform: how to draft automation instructions (prompts), QA automated responses, trigger actions, and leverage insights and analytics
• Help customers convert their complex SOPs into high-quality automation instructions and conduct thorough testing and validation before go-live
• Partner with the Solutions Engineering team to scope complex technical solutions and the implementation of custom app integrations, requiring knowledge of how APIs function
• Systematically collect customer feedback to improve the implementation process and contribute to the product roadmap based on implementation insights
• Track milestones, call out blockers, and keep all stakeholders — internal and external — aligned and accountable while managing organizational change and adoption challenges within customer teams
• Maintain and create self-serve onboarding materials, including training decks, automation templates, help guides, and implementation playbooks

Preferred Qualifications

• Expect every process to be polished and every tool perfectly set up
• Need a lot of structure to operate
• Don’t enjoy teaching or running 1:1 sessions
• Are easily frustrated by ambiguity or fast iteration cycles
• Think startup scrappiness = incompetence

Benefits

• Make a real impact. Your work directly shapes our product and company
• A Voice that matters. In a small team, every perspective counts—yours included
• Working at Siena. We are a fully remote, globally distributed team working at the bleeding edge of CX and generative AI
• Competitive compensation. Great salary plus the opportunity for equity or stock grants
• Flexible time off. Take at least 15 days—more if you need it
• A Learning budget. If you're growing, so are we
• The thrill of building something new. Join us at a stage where your contributions matter most
• Tackling meaningful challenges. We’re redefining how work gets done through AI
• Perplexity Pro account
• ChatGPT Pro account
• Claude Pro account
• Quarterly budget for experimenting with new AI tools
• A culture that encourages AI experimentation and adoption