Own customer implementation and ongoing success for an AI-based phone agent platform. Configure call flows, prompts, transfers, notifications, integrations, and call forwarding; test deployments end-to-end; conduct onboarding and support calls; triage issues with engineering; monitor churn risks and invoices; document recurring fixes; and identify expansion opportunities. The role requires hands-on technical configuration, telephony or healthcare systems experience, and daily customer communication.
About the Role
At Central, we are revolutionizing the way businesses interact with their customers. Our AI technology replaces the front desk by answering calls for clinics, dental practices, auto shops, and other small businesses, handling tasks such as booking appointments, retrieving records, and transferring calls to human representatives when necessary.
As the Implementation & Customer Success Manager, you are the key player in ensuring our clients experience a smooth transition from signing the contract to the first answered call. You will take ownership of every live account, providing support to ensure the AI remains operational and effectively meets the customers' needs.
This role is not about managing tickets; you will be hands-on with configuring the product, troubleshooting issues, and directly engaging with customers to ensure satisfaction.
Responsibilities
- Take new customers live by setting up call forwarding and building their call flow while testing it end-to-end.
- Configure product features including flow builder, prompt builder, transfer settings, and notification rules.
- Manage integrations with systems like athenahealth, Brightree, and Availity, ensuring all API keys and credentials are properly set up.
- Conduct customer calls daily for onboarding, check-ins, escalations, and proactive interventions.
- Triage issues to engineering with detailed reports, verifying fixes and keeping customers informed.
- Identify churn risks early and intervene to protect revenue, including addressing past-due invoices.
- Document recurring fixes to streamline future processes and enable self-service for customers.
- Maintain regular communication with clients to ensure satisfaction and address any concerns promptly.
Requirements
- 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment.
- Proven experience in configuring software for customers using workflow or automation builders.
- Daily interaction with customers via phone, not limited to email support.
- Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS).
- Ability to work from 9am–5pm US Eastern time, regardless of your location.
- Strong written English skills sufficient to manage customer emails without review.
Nice to Have
- Experience in front-office, practice management, or revenue cycle management in healthcare.
- Previous employment at a startup with under 50 employees.
- Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect.
- Experience in upselling within an existing account base.
- Ability to adapt quickly to product changes and manage customer expectations effectively.
First 90 Days Expectations
- By Day 30: Familiar with live accounts and capable of building and testing a full call flow independently.
- By Day 60: Successfully running new go-lives, including EHR or scheduling integrations.
- By Day 90: Proactively identifying churn risks and documenting recurring fixes, while sourcing expansion opportunities.
Benefits
- Opportunity to work with cutting-edge AI technology in a fast-paced environment.
- Collaborative team culture that values innovation and proactive problem-solving.
- Professional development opportunities to enhance your skills and career growth.
- Remote work flexibility, allowing you to work from anywhere.
- Comprehensive support for onboarding and continuous training.
- Competitive compensation package with potential for growth based on performance.
We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. If you are excited about this opportunity, please send your resume along with a brief note answering the following question: 'Tell us about a customer implementation that went wrong, and what you personally did about it.'
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