Global Implementation Lead

We’re hiring an Implementation Lead who will own the end‑to‑end deployment of Lua agents for customers and play a critical role in expanding accounts, supporting sales cycles, and identifying new revenue opportunities.

You’ll be the person who understands the customer’s agent needs better than they do—translating them into high‑impact agent deployments and using those insights to drive expansions, upsells, and strong references. This role sits at the intersection of implementation, technical consulting, customer success, and sales.

This is a hands‑on “ builder” role: part hunter, part consultant, part architect.

What You’ll Do

Implementation & Delivery

• Lead technical discovery, solution design, and implementation for new customers.
• Work with engineering to oversee the build of early agent prototypes, integrations, and workflows.
• Manage end‑to‑end delivery: project scoping, execution, timelines, and quality.
• Ensure customers hit core activation milestones in the first 60–90 days (agent usage, ROI, workflow adoption).

Revenue Growth & Expansion

• Identify upsell/expansion opportunities through deep understanding of our customers.
• Lead expansion conversations with customers, including scoping incremental work or usage tiers.
• Develop business cases that quantify the ROI of additional agents or integrations.
• Actively convert early customer wins into multi‑year, high‑value accounts.
• Partner with channel agencies to drive revenue through successful implementations and expansions.

Pre‑Sales Support

• Support sales in late‑stage cycles by validating feasibility, scoping implementation effort, and proposing deployment plans.
• Provide live demos, technical walkthroughs, and agent prototypes to accelerate deal closure.
• Help refine our GTM motion by identifying patterns across customer needs.

Product Feedback & Playbook Development

• Feed structured insights directly to product + engineering to influence roadmap decisions.
• Turn repeatable patterns into templates, agent skills, playbooks, and best practices.
• Help build the implementation methodology for channel partners and internal teams.

Customer Enablement

• Train customers on Lua tools, dashboards, agent evaluation, and workflow observability.
• Act as the go‑to technical contact for customers and partners.
• Ensure smooth transitions from implementation to ongoing success & expansion.

About You

• 6+ years in product management with enterprise or upper mid‑market experience.
• Proven track record of building or opening a new region, segment, or product line (0→1, not just running an existing playbook).
• Experience implementing technical products (e.g. AI, dev tools, APIs, automation, contact centre / CX platforms, data platforms or similar) and working closely with engineering/IT stakeholders.
• Comfortable speaking fluently about business operations: customer service processes, back‑office workflows, finance operations, etc.
• Strong consultative selling skills: you ask sharp questions, map complex orgs, and turn fuzzy problems into clear, scoped projects.
• Excellent communication and storytelling skills–equally credible in the boardroom and with hands‑on technical teams.

Nice to Have

• Experience with AI agents, LLMs, conversational AI, or workflow automation products.
• An existing network of decision‑makers in CX, Operations, Digital Transformation, or IT.
• Background in a high‑growth startup where you’ve had to wear multiple hats and build GTM motions from scratch.
• Familiarity with developer tools and modern software development concepts (APIs, TypeScript, CLIs).