Implementation & Customer Success Manager — AI Agents
- Location
- Malaysia
- Workplace
- Remote solely
- Employment
- Full-time
About this role
\nResponsibilities
- Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself.
- Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves.
- Implement new workflows as Central expands beyond voice automation into back-office operations.
- Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team.
- Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues.
- Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering.
- Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop.
- Protect and grow revenue by identifying churn risks and opportunities for account expansion.
- Transform repetitive implementation challenges into documented playbooks and automation solutions.
- 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company.
- Experience owning a book of customers or implementations directly.
- Ability to configure software for customers using workflow builders, automation tools, or similar products.
- Strong spoken and written English skills for effective customer communication.
- Hands-on experience with telephony, VoIP, call forwarding platforms, EHRs, or APIs.
- Comfortable troubleshooting technical problems independently.
- Must be able to consistently work US business hours.
- Highly organized, managing multiple implementations and customer issues efficiently.
- Adaptable to a fast-moving environment with changing products and priorities.
- Experience in front-office, practice-management, revenue-cycle, or healthcare operations.
- Familiarity with systems like athenahealth, Availity, Brightree, or NexHealth.
- Experience implementing AI agents or AI-powered workflows.
- Proficiency with tools such as Linear/Jira, Stripe, and Slack.
- Background in early-stage or fast-moving startups.
- Experience in identifying or closing expansion revenue from existing customers.
- This role requires ownership and accountability for customer satisfaction and success.
- You will need to verify workflow functionality and resolve issues proactively.
- Adaptability is key as customers operate on US time and product changes frequently.
- Patience and problem-solving skills are essential to manage integration challenges effectively.
- We seek someone eager to grow alongside our evolving product and engage with AI technology.
- Remote work flexibility, allowing you to work from anywhere.
- Opportunities for professional development and career growth.
- A supportive team culture that values collaboration and innovation.
- Access to cutting-edge AI technology and tools.
- Involvement in shaping the future of AI-driven workflows.
- Competitive compensation and recognition for your contributions.
$0 - $0 a year
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