Implementation Manager

Implementation Manager

Observe.AI enables enterprises to transform how they connect with customers - through AI agents and copilots that engage, assist, and act across every channel. From automating conversations to guiding human agents in real time to uncovering insights that shape strategy, Observe.AI turns every interaction into a driver of loyalty and growth. Trusted by global leaders, we're creating a future where every customer experience is smarter, faster, and more impactful.

We are seeking an Implementation Manager who will be responsible for project managing, facilitating stakeholder design workshops, building out customer use-cases discovered during onboarding, and delivering virtual / onsite software training to trainer and end-user audiences. The implementation manager will work with new customers to stand up their Observe.AI programs and existing customers to expand their capabilities with the Observe.AI product suite.

This role will need to quickly learn and adapt the customer's business objectives into a successful onboarding process from sales handoff to CSM transition. The ideal candidate applies their SaaS experience to driving implementation projects to completion, engaging key stakeholders to build a strong program foundation, and communicating technical and functional concepts in a clear concise manner.

As a key member of our core team, you'll play a pivotal role in implementing and launching cutting-edge Conversational AI products. You'll work at the forefront of AI innovation, helping to build solutions that will transform how global enterprises adopt and scale AIdelivering real-time customer assistance, smarter automation, and seamless interactions. This is your chance to join an industry leader as we drive the future of Conversational AI and empower enterprises to reach new levels of efficiency and customer satisfaction.

What You'll Be Doing

• Lead a customer-facing program team through implementation involving discovery, technical setup, functional setup, and enablement training
• Guide and enable customers on their contact center AI journey with our software
• Manage client expectations, project timelines, documentation artifacts, and team resources
• Partner with CSMs to create value-based adoption goals that set the Customer up for a successful launch
• Deliver tailored customer enablement sessions across a variety of formats (e.g. live, recorded, virtual, in-person, train-the-trainer)
• Communicate project status, issues, and risks while escalating effectively as appropriate
• Manage multiple customer projects simultaneously
• Interact cross-functionally with Sales, Product-Engineering, and Customer Success to deliver project scope

What You Bring To The Role

What You Can Expect

The base salary compensation range targeted for this full-time position is $100,000 - $110,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses / incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company's compensation practices.

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.