Implementation Manager
C
ConvosoAI-powered contact center platform
AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, MO, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA, WAFull-TimeManager
Salary75000 - 85000 USD per year
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Job Details
- Experience
- 1-3 years
- Required Skills
- SQLSalesforceSaaSGoogle WorkspaceZendesk
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.
- Previous experience in the call center space is preferred.
- Understand simple API integrations, customizations and simple SQL queries.
- Experience with onboarding, education, set up of software, data transfers, etc.
- 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.
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