Technical Implementation Manager

About us

At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across all channels from a single platform.

If you're excited about AI and the intersection of human-to-machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.

Some of our values

• Customer First: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds.
• Straight Talk: Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating..
• Question & Disrupt: We do things that have never been done before—not for the sake of being different but for being radically better.

• Act with Agency: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it.
• Raise the Bar: We're not just meeting standards, we're aiming for setting them.
• Fast & Fearless: We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.
• Driven by Curiosity, Fueled by Growth: We ask the questions no one else is asking, dive deep, and come out the other side better for it.
• Synergy Over Solo: We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators.

About the Job

We are seeking an Implementations Manager to implement and configure clients onto our platform. We’re looking for an entrepreneurial mindset, a fearless attitude, and a passion for excellence in onboarding new clients onto our product. Our team not only takes pride in our work but also in the way we do it.

Our implementation team provides enterprise-level setup and onboarding of our agent assistant tool for major and well-known brands. The Implementations Manager is accountable for all aspects of our agent assistant tool setup, including analysis, configuration, validation, issue resolution, process training, initial live run(s) support, and turnover to Customer Success. You must be capable of successfully implementing new business while ensuring a high degree of client satisfaction. You work with medium to large-sized organizations, with no limit on the complexity or feature/functionality usage of the client.

What you'll be doing:

• Understand requirements, workflows, and automations to meet our client's needs
• Plan and configure our agent assistant using our proprietary configuration management tool to specifications
• Create and manage end-to-end implementation roadmaps for our customers
• Make changes and configure our application to suit clients changing needs
• Provide regular updates to stakeholders, highlighting critical issues for management and the overall status of the projects
• Ensure client satisfaction and retention through timely solution delivery within client-defined timeliness
• Support client/solutions through validation, testing, and go-live stages
• Work in a fast-paced agile environment
• Provide tier 3 advanced configuration support as part of our support process
• Document implementation structure
• Bring your ideas and try new things, your recommendations will guide future development

Join the team if you:

• 3+ years experience in CSM, Account Management, or Implementation roles in the B2B SaaS space
• Experience implementing software products
• Web & API Development knowledge, including basic comfort levels with related security considerations and file formats (eg JSON)
• Understanding of process management
• A self-starter attitude and can work independently
• Strong critical and analytical skills
• Excellent collaboration skills
• Understanding or experience in an agile environment
• Made it to the end. Now why don’t you apply already?

Benefits

🏠 The flexibility to work from anywhere. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)

🌞 Flexible working hours. Because who said you can't design your day on your terms?

💸  Competitive salary and stock options. We offer highly competitive salaries and equity, because we're building this together.

🌴 Unlimited PTO. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).

📖 Growth stipend. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having to ask for it. We invest in you, so you can continue to invest in yourself.

At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.

Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.