Implementation Manager

Job Description

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Who We Are:

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a “best place to work” company, our culture fosters team integrity, positive persistence, and continuous growth.

Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.

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.

Responsibilities summary:

• 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

Who You Are:

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

Work Perks Worth The Hype:

• 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!
• HQ Office:
• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• On-site Car Wash
• Free Parking

Compensation: The base salary range is: $75,000 - $85,000

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company’s compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.