Implementation Manager

Level AI is a Series C startup based in Mountain View, California, founded in 2019. The company specializes in revolutionizing customer engagement through the transformation of contact centers into strategic assets. Leveraging advanced technologies like Large Language Models, Level AI extracts profound insights from customer interactions. By providing actionable intelligence, Level AI enables organizations to elevate customer experience and drive growth. Continuously updated with the latest AI innovations, Level AI stands out as the most adaptive and forward-thinking solution in the industry. As an Implementation Manager at Level AI, you will play a crucial role in leading clients through the onboarding and implementation process. Your primary objective will be to ensure that clients fully leverage Level AI's capabilities to enhance customer experience. This involves understanding client business requirements, facilitating data integrations, configuring, and providing training on various Level AI products such as Auto-QA, Analytics, Voice of the Customer, Agent Assist, and Screen Recording. Additionally, you will be responsible for driving efficient time-to-value for clients. Key Responsibilities: - Act as the main point of contact for key client accounts, establishing and nurturing strong relationships with clients. - Manage the onboarding process for multiple clients concurrently, ensuring successful outcomes. - Comprehend clients" business objectives and technical requirements by leading technical discovery sessions to configure AI-powered customer support solutions accordingly. - Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues. - Develop a comprehensive understanding of AI-powered customer support solutions and effectively communicate technical information to clients. - Identify opportunities for upselling and cross-selling solutions to existing clients. - Monitor and report on key account metrics, such as customer satisfaction and product usage, utilizing this data to enhance solutions. Requirements: - Bachelor's degree in Computer Science, Information Systems, or a related field OR equivalent experience. - 3+ years of hands-on technical experience, with 1-2+ years of successful customer implementation delivery. - Strong technical background with knowledge of SaaS platforms, APIs, and cloud services. - Excellent project management skills, capable of managing multiple projects simultaneously. - Ability to translate complex concepts into actionable items for non-technical stakeholders. - Proficient communication skills in English, both written and verbal. - Entrepreneurial and problem-solving attitude, self-motivated, adaptable, and resourceful in addressing implementation challenges. - Comfortable working during US hours. Optional Requirements: - Experience in interacting with APIs and utilizing cloud services. - Familiarity with integrating CRMs like Salesforce. - Knowledge of intent-based and generative artificial intelligence. - Experience with Telephony Systems such as AWS Connect, Five9, and Genesys.,