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Implementation Manager

hace 3 semanas

Ciudad de México Siena AI A tiempo completo

**About Siena**:
Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

**Our AI-First Philosophy**:
At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.

**About the role**:
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.

**What You'll Do**
- ** 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 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

**Who You Are**
- 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 mínimal guidance and prioritize ruthlessly
- 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 Success Looks Like**
- ** 1 month**: You’ve mastered the platfo