Implementation Manager

Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry. 

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases. 

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community. 

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: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT, PA.

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

​​We are looking for … an Implementation Manager that will be the primary POC post sale, ensuring timely client discovery, account setup, training, and launch support. We are seeking a high-energy, organized individual to join our team. 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. 

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. 

What You'll Be Doing:

• Installation, integration and deployment of Convoso SaaS products in client environments.
• 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 customers can leverage Convoso solutions to advance their digital efforts and outcomes.

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 B2B 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 Zoom.
• 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
• Monthly Massages
• On-site Car Wash 
• Free Parking 

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/.