[Remote] Implementation Manager

Convoso•Woodland Hills, CA

7h•$75,000 - $85,000•Remote

About The Position

Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture. Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA. The Job: The Implementation Manager will be the primary POC post sale, ensuring timely client discovery, account setup, training, and launch support. High-energy, organized individual to join our team as an Implementation Manager. This position entails client servicing, identifying their challenges, and providing solutions that help solve those challenges while driving revenue growth. The ideal candidate should have experience with SaaS technology and experience with call center environments. The position requires the ability to multi-task between various softwares, client relationships, while communicating with a sense of urgency. Our Implementation team is very supportive of each other however, being able to work independently is key to the team’s success as a whole. Foster innovation and be the voice of the customer implementation internally at Convoso by sharing best practices and new ways your

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.
Passion for implementation, Day Zero initiatives, in a supportive and creative work environment.
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.

Nice To Haves

Past Java Scripting experience or exposure is nice to have however, not required.

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 and new ways your

Benefits

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
And a team of highly experienced and kind colleagues!
Casual office environment & dress
Daily catered lunches
Fully stocked kitchen (Dietary restriction-friendly)
Happy Hours
On-site Car Wash
Free Parking