Customer Implementation Manager, AI Solutions

Job Description

Job Description

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location: This is an onsite role based at Nextiva's Scottsdale headquarters (9451 E. Via de Ventura, Scottsdale, AZ 85256). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation: This role is expected to work onsite 4-5 days per week. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.

At Nextiva, we build technology that helps businesses create amazing customer experiences. Our AI-powered customer experience platform brings together voice, messaging, automation, and intelligence to help organizations work smarter and serve customers better.

As a Customer Implementation Manager, AI Solutions , you'll lead our U.S.-based AI Implementation team while remaining deeply involved in customer deployments. This is a true player-coach role where you'll guide a team of implementation specialists while working directly with customers to transform business requirements into production-ready AI solutions.

You'll configure AI workflows, refine prompts, design conversational experiences, and help customers realize value from day one. At the same time, you'll coach your team, establish implementation best practices, and build the processes that will scale our AI implementation organization.

Working cross-functionally with Sales, Customer Success, Product, Engineering, and our implementation team in India, you'll play a key role in shaping how customers adopt Nextiva's AI platform.

What You'll Do

Deliver Customer AI Implementations

• Partner with Sales through customer handoffs following solution purchase.
• Lead customer discovery sessions to understand business goals, workflows, and implementation requirements.
• Translate customer requirements into scalable AI solution designs.
• Configure AI Employees, prompts, workflows, routing logic, and automation within the Nextiva platform.
• Design deterministic conversation flows that deliver reliable, predictable customer experiences.
• Configure greetings, business hours, routing, transfers, and AI-powered customer interactions.
• Configure prebuilt tools, APIs, and platform integrations to support customer use cases.
• Evaluate AI outputs, refine prompts, and iterate on workflows to improve quality, accuracy, and customer outcomes.
• Test AI prompts, workflows, and customer experiences before deployment.
• Train customers to successfully manage and optimize their AI solutions.
• Drive customer adoption, successful go-lives, and faster time-to-value.
• Manage complex implementation issues and customer escalations while maintaining an exceptional customer experience.

Lead and Develop the Team

• Lead, coach, and develop a team of approximately 10 AI Implementation Specialists.
• Provide regular coaching, mentoring, and career development.
• Review implementation quality, customer outcomes, and technical solution design.
• Balance team workloads while remaining actively engaged in customer implementations.
• Foster a culture of technical excellence, collaboration, and continuous learning.

Provide Technical Leadership

• Establish prompt engineering and AI workflow best practices across the implementation team.
• Review AI configurations for quality, consistency, scalability, and customer outcomes.
• Coach implementation specialists on conversational design, prompt optimization, workflow automation, and implementation strategy.
• Guide the team in translating business requirements into production-ready AI workflows using modern large language models and automation tools.
• Troubleshoot complex implementation challenges involving AI workflows, APIs, and integrations.
• Partner with Product and Engineering to share customer feedback and influence future platform capabilities.
• Stay current on emerging AI technologies and implementation best practices, helping the team continuously improve how AI solutions are delivered.

Improve Implementation Operations

• Build scalable onboarding processes from Sales through Implementation.
• Develop implementation playbooks, documentation, and technical standards.
• Identify opportunities to improve implementation quality, speed, customer adoption, and operational efficiency.
• Partner across Sales, Customer Success, Product, Engineering, and IT to continuously improve the customer onboarding experience.

About You

You're equally comfortable leading people, solving technical problems, and working directly with customers. You enjoy translating business requirements into practical AI solutions and thrive in fast-paced environments where technology and customer experience intersect.

You have:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience.
• 6+ years of experience in SaaS implementation, solutions engineering, technical consulting, AI implementation, customer onboarding, or Customer Success Engineering.
• 2+ years leading technical, implementation, or customer-facing teams.
• Experience leading enterprise customer implementations from discovery through deployment.
• Experience implementing AI-powered customer solutions using large language models and workflow automation.
• Strong understanding of prompt engineering and how prompt design influences AI behavior.
• Experience configuring conversational AI, AI assistants, workflow automation, or similar AI platforms.
• Experience evaluating AI outputs through testing, iteration, and continuous improvement.
• Working knowledge of APIs, SaaS integrations, and modern cloud applications.
• Familiarity with modern LLM platforms such as GPT, Claude, Gemini, or Llama.
• Ability to translate business requirements into scalable AI workflows and customer solutions.
• Strong communication and presentation skills with technical and executive stakeholders.
• Comfortable balancing technical implementation work with people leadership.
• Experience supporting SMB or Mid-Market customers is preferred.

Nextiva DNA (Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.