Implementation Manager(Remote, US)

An Implementation Manager at Level AI is responsible for leading the onboarding and implementation process for clients, ensuring they get maximum value from our AI-powered solutions. Key responsibilities include serving as the primary contact for client accounts, understanding their business objectives, facilitating data integrations, and configuring our platform to meet specific needs. Additionally, this role requires project management skills to handle multiple clients simultaneously while collaborating with our internal teams to address any issues.

To be successful as an Implementation Manager at Level AI, candidates should possess a Bachelor's degree in Computer Science or a related field, or equivalent experience. They should have at least 3 years of experience in a technical role, including 1-2 years in customer implementations. A strong understanding of SaaS platforms, APIs, and cloud services is crucial, along with excellent communication skills to interact effectively with clients.

An Implementation Manager at Level AI ensures customer satisfaction by building and maintaining strong relationships with clients. This includes understanding their objectives, addressing their technical requirements, and utilizing metrics like customer satisfaction and product usage to inform service improvements. By effectively communicating technical information in an accessible way, the Implementation Manager can ensure clients are equipped to maximize their use of our AI solutions.

The Implementation Manager at Level AI will oversee various client projects related to onboarding and integrating our AI-powered customer support solutions. This includes managing multiple client onboarding processes simultaneously, facilitating data integrations, and ensuring that the configurations align with each client's specific business needs. The role is pivotal in driving efficient project completion and enhancing client experiences.

An Implementation Manager at Level AI should be familiar with various tools and technologies such as SaaS platforms, cloud services, and APIs. Experience in integrating with CRMs like Salesforce and understanding telephony systems such as AWS Connect, Five9, and Genesys can be beneficial. Knowledge of intent-based and generative artificial intelligence will also add value to this role, enabling the manager to articulate solutions effectively.

When answering this question, focus on specific instances where you've successfully led client implementations. Share details about the projects, the challenges you faced, your approach to overcoming these challenges, and the outcome. Highlight your ability to understand client needs and connect them with technical solutions.

Explain your project management strategies for juggling multiple onboarding processes. Discuss tools you utilize to keep track of progress, how you prioritize tasks, and the strategies you implement to ensure each client receives the attention they need. Provide examples of your time management skills.

Outline your approach to data integrations, including gathering requirements from clients, identifying potential technical hurdles, and collaborating with your internal team. Emphasize your communication skills and how they help to reassure clients during complex integration challenges.

Provide an example of a time when you had to explain a complex technical concept to a non-technical client. Discuss your methods for breaking down the information into digestible pieces and using analogies or simple language to ensure understanding.

Describe a time when you identified an opportunity for upselling or cross-selling within client accounts. Discuss your approach, the relationship you built with the client, and the outcome of your efforts, showcasing your sales skills and understanding of customer needs.

Discuss your familiarity with various SaaS platforms, including how you have implemented or supported these solutions in past roles. Highlight your technical background and the specific applications you've worked with, demonstrating your ability to adapt to new technologies.

Share your methods for staying updated with advancements in AI technology, such as attending webinars, following industry leaders on social media, or participating in relevant online courses. Illustrate your passion for continuous learning and how it informs your work.

Explain how you would gather feedback from clients post-implementation, such as through surveys, direct communication, or monitoring product usage metrics. Emphasize the importance of regular check-ins and how you would use the information to drive future improvements.

Discuss your problem-solving process, including identifying the root cause, collaborating with technical teams, and keeping clients informed throughout the troubleshooting process. Provide an example of a technical issue you resolved efficiently.

Share specific strategies you employ to establish rapport with clients, such as active listening, regular communication, and showing genuine interest in their success. Highlight the importance of trust and how it affects the onboarding process.