AIR Implementation Specialist

Weave • Lehi, UT

4d • Hybrid

About The Position

The AIR Implementation Specialist is responsible for guiding existing Weave customers through the implementation, training, and activation of TrueLark, Weave's AI-powered receptionist platform. This role serves as the primary point of contact throughout onboarding, ensuring customers are properly configured, trained, and prepared to successfully adopt AI-driven scheduling, texting, and communication workflows. You will manage a portfolio of customers at various stages of implementation, balancing project management, customer education, technical troubleshooting, and go-live execution. Success in this role is measured by customer adoption, implementation quality, customer satisfaction, and long-term retention.

Requirements

• 2+ years of experience in Customer Success, Account Management, Implementation, Project Management, or related customer-facing roles.
• Strong presentation and customer training skills.
• Ability to manage multiple implementations simultaneously.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to troubleshoot software workflows.
• Ability to navigate ambiguity and operate in a fast-changing environment.
• Strong organizational and time management skills.
• Ability to build trust and influence customer behavior.
• Demonstrated ability to drive customer adoption and outcomes.
• Experience handling escalated customer situations.

Nice To Haves

• Experience implementing SaaS products.
• Experience training customers on software platforms.
• Knowledge of healthcare or dental practice workflows.

Responsibilities

• Serve as the primary implementation specialist and trusted advisor from kickoff through go-live.
• Manage a portfolio of customers in various stages of onboarding.
• Lead customer training and activation calls for AI Receptionist and TrueLark products.
• Review and validate customer AI setup preferences, scheduling configurations, business information, insurance settings, and workflow requirements.
• Train customers on AI Receptionist features including: AI Voice, AI Texting, Online Booking, Missed Call Text, Unified Inbox, Call Intelligence, Needs Attention workflows.
• Configure and activate TrueLark within Weave systems.
• Conduct test calls and validate customer workflows before go-live.
• Troubleshoot implementation issues and partner with Product, Support, Operations, and Engineering teams when necessary.
• Proactively manage customer expectations and communicate implementation milestones.
• Handle customer escalations and adoption concerns.
• Ensure customers understand how to maximize the value of both Weave and TrueLark.
• Document customer interactions, implementation progress, and next steps.
• Schedule and conduct post-go-live check-in calls to support adoption and long-term success.
• Deliver a five-star customer experience throughout the onboarding journey.

Benefits

• Background check
• Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience.
• Equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported.
• Opportunity for those who are hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.
• Accommodation for disabilities or special needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed