Note: The job is a remote job and is open to candidates in USA. Convoso is a leading AI-powered contact center platform focused on driving customer growth and innovation. They are seeking an Implementation Manager to oversee client onboarding, training, and support while ensuring successful implementation of their SaaS products. The role requires a high-energy individual with strong project management skills and the ability to work independently.
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
Skills
- 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
- Willingness to take initiative individually and within a team
- Past Java Scripting experience or exposure is nice to have however, not required
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
Company Overview
- Convoso's cloud-based call center software revolutionized the call center industry by empowering the admin, agent, and customer experience. It was founded in 2006, and is headquartered in Woodland Hills, California, USA, with a workforce of 201-500 employees. Its website is http://www.convoso.com.