Implementation Manager

Role Description

As an Implementation Manager, you will lead our clients’ onboarding and implementation process, ensuring they unlock the full potential of Level AI to enhance the customer experience. You will be responsible for understanding client business requirements, facilitating data integrations, configuring and training on the Level AI products including Auto-QA, Analytics, Voice of the Customer, Agent Assist, and Screen Recording among others, all while driving efficient time to value.

• 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.

Qualifications

• 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.
• Comfortable working in US hours.

Requirements

• 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.

Company Description

Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.