Implementation Manager, Siena
+ Equity
More information about location
AI-powered customer service platform
Posted today
AI-powered customer service platform
21-100 employees
Posted today
+ Equity
More information about location
21-100 employees
Company mission
To make exceptional customer experiences universally available and to tap into the boundless potential of human connection.
Role
Who you are
- What You Should Know
- How to explain complex systems to non-technical users
- How prompting works for LLMs and the basics of AI QA
- How APIs and app integrations work in the real world of e-commerce
- How to be effective in startup chaos: document as you go, forgive gaps, and ship forward
- Have 3+ years of experience in onboarding, implementation, CSM, or CX operations in a B2B SaaS environment
- Have used tools like Shopify, Zendesk, Gorgias, Kustomer, or similar
- Love teaching others and know how to pace training sessions for both power users and execs
- Are organized as hell, juggling multiple projects and timelines without letting balls drop
- Are comfortable in fast-moving, scrappy environments where not everything is perfectly documented
- Can hold your own in a Zoom room full of C-level execs — and then hop into a screen share to troubleshoot a broken automation
- Are a self-starter who can move forward with minimal guidance and prioritize ruthlessly
- Please Don’t Apply If You..
- Expect every process to be polished and every tool perfectly set up
- Need a lot of structure to operate
- Don’t enjoy teaching or running 1:1 sessions
- Are easily frustrated by ambiguity or fast iteration cycles
- Think startup scrappiness = incompetence
What the job involves
- As an Implementation Manager, your mission is to get new customers up and running on the Siena platform — efficiently, confidently, and excitedly
- You’ll be the face of Siena during the most critical phase of our customer relationship: the implementation
- This means guiding new users through onboarding, translating their SOPs into AI-powered automations, and ensuring they become self-sufficient experts on 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
- You must be capable of successfully implementing new business while ensuring a high degree of client satisfaction
- You'll work with medium to large-sized organizations, with no limit on the complexity or feature/functionality usage of the client
- Customer Onboarding
- Own and manage onboarding projects from kickoff through go-live (typically 4–6 weeks), working cross-functionally with Sales, Customer Success, Product, and Managed Services
- Client Management
- Build relationships with stakeholders in order to proactively identify and mitigate any implementation risks
- Training & Enablement
- Train customer teams — from frontline AI Managers to busy executives — on Siena’s platform: how to draft automation instructions (prompts), QA automated responses, trigger actions, and leverage insights and analytics
- AI Prompt Engineering & Testing
- Help customers convert their complex SOPs into high-quality automation instructions and conduct thorough testing and validation before go-live
- Technical Scoping & Implementation
- Partner with the Solutions Engineering team to scope complex technical solutions and the implementation of custom app integrations, requiring knowledge of how APIs function
- Product & Process Feedback
- Systematically collect customer feedback to improve the implementation process and contribute to the product roadmap based on implementation insights
- Project Management & Change Management
- Track milestones, call out blockers, and keep all stakeholders — internal and external — aligned and accountable while managing organizational change and adoption challenges within customer teams
- Content & Materials Development
- Maintain and create self-serve onboarding materials, including training decks, automation templates, help guides, and implementation playbooks
- You'll Work Closely With
- Customer Success (you live here)
- Sales (for smooth handoffs)
- Managed Services (for ongoing support or white-glove onboarding)
- Product and Engineering (for feature gaps or custom integrations)
- What Success Looks Like
- 1 month: You’ve mastered the platform, understand common customer use cases, and can draft and QA automations confidently
- 3 months: You’ve led 2–3 successful implementations from start to finish and your customers are graduating from onboarding
- 6 months: You’re maintaining and improving our self-serve onboarding content, helping newer IMs, and contributing to scalable processes
Salary benchmarks
Our take
Customer service plays a pivotal role in the success or failure of commerce businesses, with a good customer service experience proven to build trust and power repeat purchases. With this in mind, Siena supplies a platform for companies to automate their customer service responses with AI capable of responding in the brand's voice and acting with "almost human" empathy.
Siena's platform can be employed for a number of customer service interactions, such as answering queries or arranging refunds and returns. The idea is to reduce the workload of customer services teams, with the platform handling over 80% of day-to-day interactions so that human team members are free to focus on more important or unique cases.
The idea is certainly an interesting one, and with its potential to save commerce companies thousands on customer support it is no surprise it boasts a number of clients already. 2023 funding will go towards hiring, go-to-market plans, and further development - with the ultimate goal for Siena to become a fully autonomous agent.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Nov 2023
$4.7m
SEED
Total funding: $4.7m
Company benefits
- 🏠The flexibility to work from anywhere
- 🌞 Flexible working hours
- đź’¸ Stock options
- 🌴 Unlimited PTO (minimum of 15 days off per year)
- đź“– Growth stipend
Company HQ
SoMa, San Francisco, CA
Leadership
Andrei Negrau
(CEO)Also co-founded Cartloop and Relevon, and founded Elite Brands.
Lisa Popovici
(CMO)Also co-founded Cartloop and Relevon, acting as COO at both as well as Head of Growth and then CMO at Cartloop.
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