About the role
Responsibilities • Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion. • Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself. • Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves. • Implement new workflows as Central expands beyond voice automation into back-office operations. • Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team. • Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues. • Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering. • Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop. • Protect and grow revenue by identifying churn risks and opportunities for account expansion. • Transform repetitive implementation challenges into documented playbooks and automation solutions.
Requirements • 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company. • Experience owning a book of customers or implementations directly. • Ability to configure software for customers using workflow builders, automation tools, or similar products. • Strong spoken and written English skills for effective customer communication. • Hands-on experience with telephony, VoIP, call forwarding platforms, EHRs, or APIs. • Comfortable troubleshooting technical problems independently. • Must be able to consistently work US business hours. • Highly organized, managing multiple implementations and customer issues efficiently. • Adaptable to a fast-moving environment with changing products and priorities.
Nice to Have • Experience in front-office, practice-management, revenue-cycle, or healthcare operations. • Familiarity with systems like athenahealth, Availity, Brightree, or NexHealth. • Experience implementing AI agents or AI-powered workflows. • Proficiency with tools such as Linear/Jira, Stripe, and Slack. • Background in early-stage or fast-moving startups. • Experience in identifying or closing expansion revenue from existing customers.
About the Role • This role requires ownership and accountability for customer satisfaction and success. • You will need to verify workflow functionality and resolve issues proactively. • Adaptability is key as customers operate on US time and product changes frequently. • Patience and problem-solving skills are essential to manage integration challenges effectively. • We seek someone eager to grow alongside our evolving product and engage with AI technology.
Benefits • Remote work flexibility, allowing you to work from anywhere. • Opportunities for professional development and career growth. • A supportive team culture that values collaboration and innovation. • Access to cutting-edge AI technology and tools. • Involvement in shaping the future of AI-driven workflows. • Competitive compensation and recognition for your contributions.
Text as published by Wing Assistant. We don't edit postings; apply and ask questions on the employer's site.