[Hiring] Implementation Success Manager @Siena

Sep 25, 2024 - Siena is hiring a remote Implementation Success Manager. 💸 Salary: Competitive salary with equity opportunities. 📍Location: USA, Canada.

About Siena

Siena is pioneering enterprise empathic AI Agents powered by advanced reasoning-adept LLMs. Our AI Agent, the first of its kind, seamlessly integrates with existing systems and engages with customers across multiple channels from one unified platform.

Join our mission to revolutionize customer experience through empathetic AI, especially if you’re passionate about human-to-machine communication and want to innovate in automating agentic workflows, making a real impact.

Our Core Values

While we avoid corporate jargon, these principles matter to us:

• Customer First: We strive to understand our customers deeply, placing ourselves in their shoes to exceed their expectations.

• Direct & Honest: We value straightforward, truthful communication, expressing our thoughts clearly and respectfully.

• Innovative: We're open to new approaches if they lead to better solutions.

• Proactive: We seize opportunities to make a difference and take responsibility for our actions.

• Agile: Adapting swiftly to changes and challenges is our strength, viewing them as learning and growth opportunities.

• Curious: We continuously explore new ideas and seek knowledge to foster continuous growth.

• Ownership: We act as owners, making decisions and taking responsibility for the outcomes.

About the Role

We are searching for an Implementation Success Manager to guide and onboard clients onto our platform. This role requires an entrepreneurial mindset, a fearless attitude, and a passion for excellence in onboarding new clients.

As part of our implementation team, you will handle enterprise-level setup and onboarding of our agent assistant tool for renowned brands. The Implementation Success Manager will manage all aspects of setup, such as analysis, configuration, validation, issue resolution, process training, initial live run support, and transition to Customer Success. You’ll work with medium to large-sized organizations, ensuring high client satisfaction with no limits on complexity or usage of our platform's features.

Key Responsibilities

• Understand requirements, workflows, and automations to meet client needs

• Plan and configure our agent assistant using our proprietary tools to client specifications

• Create and manage end-to-end implementation roadmaps for customers

• Adjust and configure the application to meet evolving client needs

• Provide regular updates to stakeholders, highlighting critical issues and project status

• Ensure client satisfaction and retention through timely solution delivery

• Support clients through validation, testing, and go-live stages

• Operate in a fast-paced agile environment

• Offer tier 3 advanced configuration support as part of the support process

• Document implementation structures

• Contribute ideas and innovations, guiding future development

Join Our Team If You Have:

• 3+ years experience in Customer Success Management, Account Management, or Implementation roles in the B2B SaaS space

• Experience in software product implementation

• Web & API development knowledge, with comfort in security considerations and file formats like JSON

• Understanding of process management

• A self-starter attitude with the capability to work independently

• Strong critical and analytical skills

• Excellent collaboration skills

• Experience with or understanding of agile environments

Why Join Us