Customer Implementation Manager, AI Solutions

Nextiva • Scottsdale, AZ

5d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• Experience supporting SMB or Mid-Market customers is preferred.

Responsibilities

• 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, 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.
• 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.
• 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.

Benefits

• Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Life, disability, and supplemental indemnity plans
• Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay
• 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Employee Assistance Program (EAP) and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level