Senior Implementation Manager

About Us

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty. 

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

The future of customer engagement is AI-driven, with conversational automation representing a $300B market opportunity. While traditional NLP/NLU-powered solutions have fallen short, Observe.AI is leading the revolution with state-of-the-art LLM-powered Conversational AI technology. Backed by 7 years of experience and insights from 300+ customers, we’re perfectly positioned to disrupt the space and unlock massive value for enterprises worldwide.

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.

Why Join Us?

• 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 AI—delivering 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 program team through a multi-phase implementation involving business discovery, technical setup, and user training
• Guide and enable customers on their contact center AI journey with our software
• Deliver tailored customer training sessions across a variety of formats (e.g. live, recorded, virtual, in-person, train-the-trainer, end-user)
• Manage client expectations, project timelines, documentation deliverables, and team resources
• Partner with CSMs to create value-based adoption goals that set the Customer up for a successful launch
• Communicate project status, issues, and risks while escalating effectively as appropriate
• Manage multiple customer projects simultaneously
• Collaborate cross-functionally with Sales, Product, Marketing, and Customer Success to improve services delivery and customer experience

What you bring to the role

• 5+ years of work experience implementing SaaS software
• Comfort in user-centered communications and facilitating technical problem solving
• Basic understanding of speech analytics and quality management software and processes
• Experience in a customer-facing role with clear deliverables and stakeholder management
• Proficiency in coaching and facilitation skills
• Training experience is highly preferred
• Demonstrable analytical, problem-solving, and time management skills
• Experience in the Software & Platform industry
• Experience managing complex customer implementations

What you can expect

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off 
• 10 Company holidays + Winter Break and up to 16-weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Salary Range

The base salary compensation range targeted for this full-time position is $100,000 -