Implementation & Customer Success Specialist — AI Agents
- Location
- Metro Manila
- Workplace
- Remote solely
- Employment
- Full-time
About this role
About Central
Central is an innovative startup that builds AI voice agents and is expanding its product line into broader AI solutions and back-office workflows. We are looking for a highly proactive Implementation & Customer Success Specialist who thrives in ambiguity and is eager to learn about AI while implementing our solutions in real business scenarios.
This is an execution-heavy role, focusing on customer implementation and success rather than traditional relationship management. You will play a crucial role in ensuring our customers effectively adopt and benefit from our AI agents, driving their success and expansion.\nResponsibilities
- Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion.
- Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations.
- Troubleshoot customer issues and provide solutions before escalating to engineering.
- Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems.
- Handle healthcare/EHR/scheduling integrations as needed.
- Conduct end-to-end testing of implementations to ensure they function correctly.
- Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers.
- Proactively identify and address issues with unhappy or inactive customers.
- Document recurring problems and develop repeatable processes/playbooks.
- Adapt to new AI workflows as Central evolves its product offerings.
- Customer-facing experience with a strong focus on ownership and resolution.
- Excellent spoken and written English communication skills.
- Demonstrated evidence of ownership in prior roles.
- Technical aptitude and comfort with software configurations.
- Availability during US business hours.
- Ability to learn quickly and adapt to new technologies.
- Experience in SaaS implementation or customer success.
- Hands-on experience configuring software for customers.
- Familiarity with workflow/no-code/automation tools.
- Understanding of APIs/webhooks and telephony/VoIP systems.
- Experience in healthcare/EHR/PMS/RCM environments.
- Prior experience in startup operations or working with AI tools.
- Ability to identify upsell and expansion opportunities.
- Remote work with the ability to work from various locations.
- Opportunity for professional development in AI and customer success.
- Dynamic startup culture with a focus on innovation.
- Increasing ownership and responsibility as you grow in the role.
- Collaborative environment where your contributions directly impact customer success.
- Access to learning opportunities and resources to advance your career.
- 30 Days: Learn about our product, understand assigned customers, run customer conversations, and configure/test standard workflows.
- 60 Days: Independently own implementations and diagnose most configuration/integration problems before escalating.
- 90 Days: Manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities.
$0 - $0 a month
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