Implementation Success Manager, Siena
$90-110k
+ Offers equity
AI-powered customer service platform
Job no longer available
AI-powered customer service platform
21-100 employees
Job no longer available
$90-110k
+ Offers equity
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
- 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?
What the job involves
- We are seeking an Implementations Success Manager to implement and onboard 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 Implementation Success 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'll work with medium to large-sized organizations, with no limit on the complexity or feature/functionality usage of the client
- 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
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
Insights
Company
Funding (1 round)
Nov 2023
$4.7m
SEED
Total funding: $4.7m
Company benefits
- 🏠 The flexibility to work from anywhere
- 🌞 Flexible working hours
- 💸 Stock options
- 🌴 Unlimited PTO (minimum of 15 days off per year)
- 📖 Growth stipend
Company HQ
SoMa, San Francisco, CA
Leadership
Andrei Negrau
(Co-Founder & CEO)Also co-founded Cartloop and Relevon, and founded Elite Brands.
Lisa Popovici
(Co-Founder & President)Also co-founded Cartloop and Relevon, acting as COO at both as well as Head of Growth and then CMO at Cartloop.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 6 more jobs at Siena