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- Tasks: Lead the onboarding of Voice AI customers and streamline complex implementations.
- Company: Fast-growing CCaaS scale-up with a focus on innovative customer conversations.
- Benefits: Competitive salary, performance bonuses, remote work, and direct access to leadership.
- Other info: Join a flat structure with opportunities for growth and impact.
- Why this job: Shape the future of customer onboarding in a dynamic tech environment.
- Qualifications: Experience in Customer Success or Technical Account Management with SaaS products.
The predicted salary is between 50000 - 60000 £ per year.
CCaaS / Voice AI scale-up backed by recent Series A funding. Building a genuinely best-in-class product transforming how businesses handle customer conversations. Strong growth over the past 12 months, with multiple hires planned across CS, Partnerships and Sales. Long-standing ABR client, we’ve partnered closely to build out their Customer Success and Support functions from the ground up.
The Role
You’ll own the technical onboarding and implementation of Voice AI customers, working hands-on to get complex environments live quickly and effectively. Every customer is different. Different telephony setups, different call flows, different requirements. Your job is to bring structure, improve time-to-live, and build a repeatable process.
Key Responsibilities
- Own end-to-end onboarding from post-sale through to go-live
- Lead technical discovery sessions (call flows, routing logic, telephony setup)
- Configure, test and launch Voice AI solutions in complex environments
- Work closely with partners to deliver integrations (critical part of the role)
- Troubleshoot technical issues alongside Product and Engineering
- Drive improvements in onboarding speed (target ~4 weeks vs current 6–12)
- Act as the bridge between customer, partner and internal teams
A core measurement of success in this role is TTL & TTV. As the role matures, expansion will come into play.
Experience
- Background in Customer Success, Solutions, Implementation or Technical Account Management
- Experience onboarding complex SaaS products
- Comfortable in technical conversations (you don’t need to code, but you get how things work)
- Exposure to: Telephony / contact centre environments (SIP, IVR, PBX, PSTN)
- APIs, integrations or workflow-based systems
- Strong problem-solver who enjoys figuring things out when there’s no clear playbook
- Detail-oriented with a bias towards action
Nice to have
- Voice AI / conversational AI exposure
- Experience working with partners or integrations
- Familiarity with automation tools (e.g. n8n)
What They Offer
- £50–60k base + 20% bonus (linked to onboarding performance / time-to-live)
- Remote-first set-up with monthly in-person meet-ups
- Flat structure with direct access to the CEO and leadership team
- Opportunity to play a key role in shaping how onboarding is delivered as the business scales
Implementation Manager employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Implementation Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to implementation and customer success. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled complex onboarding challenges in the past. This will demonstrate your ability to thrive in the fast-paced environment we're looking for.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and contributing to our growth.
We think you need these skills to ace Implementation Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Implementation Manager role. Highlight your experience with onboarding complex SaaS products and any relevant technical skills. We want to see how you can bring structure and improve time-to-live for our customers!
Showcase Your Problem-Solving Skills: In your application, share examples of how you've tackled tricky situations in previous roles. We love a strong problem-solver who can think on their feet, especially when there’s no clear playbook. Let us know how you’ve made a difference!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon unless it’s relevant to the role. Make it easy for us to see why you’re the perfect fit for the team!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our awesome team at StudySmarter!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know Your Stuff
Make sure you understand the technical aspects of Voice AI and how it integrates with different telephony setups. Brush up on your knowledge of SIP, IVR, and PBX systems, as well as APIs and workflow-based systems. This will help you feel confident during technical discussions.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've tackled complex onboarding challenges in the past. Highlight your approach to troubleshooting and how you’ve improved processes. This will demonstrate your ability to think on your feet and adapt to different customer needs.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end onboarding process and be ready to explain how you would manage it. Think about how you can improve time-to-live and what strategies you might implement to streamline the onboarding experience for customers.
✨Engage with the Team
Since this role involves acting as a bridge between customers, partners, and internal teams, show your enthusiasm for collaboration. Be ready to discuss how you’ve worked with cross-functional teams in the past and how you plan to foster strong relationships in this new role.